feedback removal
Recently, we received negative feedback from a customer who gave feedback about our product, stating that it was cheap and questioning its quality. I have applied to Amazon for removal several times, CASE ID is 14701771611 and each time I have been replied that the customer's feedback does not comply with Amazon's feedback removal policy. But the customer's comments do comply with Amazon's removal policy's third clause. The following is the Amazon's removal policy
Removal of feedback
Amazon will remove feedback only in the following cases:
1 The feedback includes words commonly understood to be obscene or profane.
2 The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
3 The entire feedback comment is a product review.
It is absolutely a product review, please help me to remove this feedback.
feedback removal
Recently, we received negative feedback from a customer who gave feedback about our product, stating that it was cheap and questioning its quality. I have applied to Amazon for removal several times, CASE ID is 14701771611 and each time I have been replied that the customer's feedback does not comply with Amazon's feedback removal policy. But the customer's comments do comply with Amazon's removal policy's third clause. The following is the Amazon's removal policy
Removal of feedback
Amazon will remove feedback only in the following cases:
1 The feedback includes words commonly understood to be obscene or profane.
2 The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
3 The entire feedback comment is a product review.
It is absolutely a product review, please help me to remove this feedback.
0 respuestas
Tatiana_Amazon
Hi @Seller_wUM8dsxnyRb3u,
I can understand your frustration with receiving this negative feedback. However, I do agree with our support agents that it does not comply with the feedback removal criteria.
I realize this is not the outcome you were hoping for so I wanted to provide a bit more context. Although, the feedback is largely a product review, the buyer also mentions being unable to return the item which fits into the subject of seller service. You'll see this distinction below made on the policy help page:
"However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”"
As I stated, this is likely not the resolution you were expecting, but I also wanted to call out that you are able to respond to buyer feedback and offer a resolution to their issue. Although the buyer may not change the feedback after that, your reply to the buyer is public and can go a long way in creating trust with future buyers.
Tatiana
