NEED HELP FROM MOD PLEASE
I need some assitance from a mod if possible this is my first time on here . I had an order that was purchased on 10/7/2024. The customer requetsed cancelation the very next day 10/8/24. We obliged and canceled the order. Customer proceeds to leave the follwing 1 star negative feedback:
BUYER FEEDBACK: "Refund on my 13.00 since it did not go out expedited"
Amazon policy states the follwing : Amazon might strike-through feedback in the following cases:
The entire feedback comment is solely related to delayed or not received packages, for orders shipped on time by the seller using Buy Shipping. In addition to the strike-through, this statement will appear: "The fulfilment issues associated with this order were not due to the seller".
In this case the feedback was left because customer claims we did not ship expedited. The customer canceled the next day so we could not even ship the order ! I had every intention of shipping expedited via 2 day UPS express but was never given the chance to do so. The order was not late and as we were getting ready to ship the cancelation request came in. so we obliged.
Additionaly the customer mentioned that they wanted a refund for the expedited shipping charge for 13$ but we have no control over that ONLY AMAZON DOES. When we canceled per customer request they should have received all their funds including the expedited shipping charge .
We could not even reach out to the customer because the order was canceled and there is no longer a contact button option so there was no way to even fix it on our end. This affects our ODR so its important to us. We make mistakes of course and we try to improve from buyer feedback but when feedback literally affects your ability to make a living they should be looked at by someone with common sense not a bot.
I understand the feedback removal is a touchy subject but we followed the rules and amazon should follow thier policies and If there is a mod that can look into this I would greatly appreciate this .
NEED HELP FROM MOD PLEASE
I need some assitance from a mod if possible this is my first time on here . I had an order that was purchased on 10/7/2024. The customer requetsed cancelation the very next day 10/8/24. We obliged and canceled the order. Customer proceeds to leave the follwing 1 star negative feedback:
BUYER FEEDBACK: "Refund on my 13.00 since it did not go out expedited"
Amazon policy states the follwing : Amazon might strike-through feedback in the following cases:
The entire feedback comment is solely related to delayed or not received packages, for orders shipped on time by the seller using Buy Shipping. In addition to the strike-through, this statement will appear: "The fulfilment issues associated with this order were not due to the seller".
In this case the feedback was left because customer claims we did not ship expedited. The customer canceled the next day so we could not even ship the order ! I had every intention of shipping expedited via 2 day UPS express but was never given the chance to do so. The order was not late and as we were getting ready to ship the cancelation request came in. so we obliged.
Additionaly the customer mentioned that they wanted a refund for the expedited shipping charge for 13$ but we have no control over that ONLY AMAZON DOES. When we canceled per customer request they should have received all their funds including the expedited shipping charge .
We could not even reach out to the customer because the order was canceled and there is no longer a contact button option so there was no way to even fix it on our end. This affects our ODR so its important to us. We make mistakes of course and we try to improve from buyer feedback but when feedback literally affects your ability to make a living they should be looked at by someone with common sense not a bot.
I understand the feedback removal is a touchy subject but we followed the rules and amazon should follow thier policies and If there is a mod that can look into this I would greatly appreciate this .
0 yanıt
Seller_uRkmQUme3PQw3
Is there anyone that can help me here @Micah_Amazon
April_Amazon
Hello @Seller_uRkmQUme3PQw3,
As this is your first time posting on the Forums, let me welcome you! I do understand how buyer feedback can be hard to understand as well as reply to. I will provide some general information for you today about Feedback.
I also understand your point, if the buyer cancelled the order before you shipped, the "system" refunds the amount. At that point you no longer have control of refund amounts and can no longer message the buyer. You may also lose the ability to Respond to the Buyer feedback.
For a more in-depth review of your account, you will need to provide a case ID, an ASIN or a Performance Notification. That information will allow me to research, with the help from an internal team, specific details related to any issue that concerns you. In the future, always provide one of those in your first post.
Negative Feedback can affect your Customer Service Performance and Order Defect Rate. As you are aware, the target is under 1%. Please review the following help pages:
Resolve or respond to buyer feedback
We appreciate you wanting to improve and keep your ODR below the 1% mark. I look forward to receiving a Case ID from you to follow up in greater detail.
Thank you for reaching out on the forums. The forums community and I are here to support you.
April
