The robot in charge of looking at if a feedback is relevent or not needs to be updated.
We received a 1 star feedback on our sellers account, by the customer stating that the item he received is not as described, and that "we" don't accept returns. However, this whole category of items has been deemed non-returnable by Amazon, not us, we haven't set this up ourselves.
Even though this is a blatant product review, the AI in charge of removing the feedback won't see it as such.
Why are we being penalized for something that is 100% out of our control?
Is there really no human beings looking at those requests? I understand the first request being automated by AI, but after the second request, with more description and information, why is no human actually looking at it? You're going to tell me that this multi-billion company can't have a support team dedicated to their sellers?
Order ID 702-9438284-1482624
The robot in charge of looking at if a feedback is relevent or not needs to be updated.
We received a 1 star feedback on our sellers account, by the customer stating that the item he received is not as described, and that "we" don't accept returns. However, this whole category of items has been deemed non-returnable by Amazon, not us, we haven't set this up ourselves.
Even though this is a blatant product review, the AI in charge of removing the feedback won't see it as such.
Why are we being penalized for something that is 100% out of our control?
Is there really no human beings looking at those requests? I understand the first request being automated by AI, but after the second request, with more description and information, why is no human actually looking at it? You're going to tell me that this multi-billion company can't have a support team dedicated to their sellers?
Order ID 702-9438284-1482624
35 respuestas
Seller_tsSwrJCNEEJjv
@Daryl_Amazon Is this something your team could look into?
Seller_7LrAV0m5llaI7
if @Daryl_Amazon is going to be taking action about these, I have one for the exact same issue.
Order Number 701-7868784-7755444
Amazon deemed it non-returnable as well, and yet we got penalized.
Daryl_Amazon
Hey @Seller_tsSwrJCNEEJjv!
Happy start of the week, and yes, I have a great point of contact to remove these types of requests but I do need your help on an action item from your end before proceeding.
While checking your account, I didn't see you replying to the buyer on their comment, the policy managers are very strict when reviewing these requests, I would strongly encourage you to reply to their comment and then let me know so I can escalate the case to them.
Daryl
Daryl_Amazon
Hey @Seller_7LrAV0m5llaI7!
Great approach on the follow up comment on this review, nothing more to add on your customer service, awesome as always.
I escalated your case to the policy managers, she takes usually 2 or 3 days, will be letting you know her outcome once an update becomes available.
Daryl
Seller_tsSwrJCNEEJjv
No problem, I will post a public reply to their comment @Daryl_Amazon, Please note that this customer has never contacted us, and their DM's are closed.
Daryl_Amazon
Following up on this feedback suppression I escalated @Seller_7LrAV0m5llaI7.
Policy manager removed it and it should no longer be reflecting.
Daryl
Daryl_Amazon
I saw your reply within the order details page, I proceeded to escalate the matter to our feedback removal team.
Will let you know the outcome of this case.
Daryl
Daryl_Amazon
Good news @Seller_tsSwrJCNEEJjv,
Your feedback has also been suppressed, you can verify this within your order details.
Hope this helps your ASIN's visibility.
Daryl
Seller_tsSwrJCNEEJjv
@Daryl_Amazon Thank you for that, Could you look into order 701-4242995-3775468? The customer is complaining that he didn't receive what he ordered, however after he sent us pictures, it is exactly the item he ordered. Wouldn't that fall under product review feedback? Thank you for your assistance.
Seller_tsSwrJCNEEJjv
Hello @Daryl_AmazonCould your team check into order 111-7034549-2295464 ? On our US account, the customer asked us to cancel the order on August 8th, and today they left a feedback that they did not receive the item... Well of course, if you ask us to cancel and refund an order they won't receive the item!! I believe we shouldn't be penalized for something like that, we simply did what the customer asked of us.
Christine_Amazon
Hello @Seller_tsSwrJCNEEJjv
Christine here from Amazon Forums.
I will bring your case to the team in charge, for them to review it.
Please know that while I can escalate your case internally, I can not guarantee any outcome.
As soon as I have more information, I will contact you through here.
Hope you have a great day!
Christine.
