Feedback removal or reopen case.
How do I escalate a feedback case? It was negative feedback due to shipping issues per the customer. Delivery was made, and I have proof from UPS. The customer later admitted they received the package and were very satisfied. I have requested the customer to update the feedback, but I am still awaiting a response. If I can get a real person to view this case, I will be 100% confident it can be resolved. Can someone please help? I wish Amazon would help those who are also customer-centric and go out of the way to improve the buyer's experience. Everything was done exactly as it should be, above and beyond Amazon's policy.
Feedback removal or reopen case.
How do I escalate a feedback case? It was negative feedback due to shipping issues per the customer. Delivery was made, and I have proof from UPS. The customer later admitted they received the package and were very satisfied. I have requested the customer to update the feedback, but I am still awaiting a response. If I can get a real person to view this case, I will be 100% confident it can be resolved. Can someone please help? I wish Amazon would help those who are also customer-centric and go out of the way to improve the buyer's experience. Everything was done exactly as it should be, above and beyond Amazon's policy.
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Seller_OvL8C4BJWiuS9
Unless it violates one of the three rules for removal, it will not be removed.
April_Amazon
Hello @Seller_KRSnEeuDURFFZ,
Per the Help Page: Can Amazon remove buyer feedback? In part states:
Removal of feedback
Amazon will remove feedback if it determines doing so is necessary because of the following cases:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
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.”
You should always have the ability to respond to the feedback.
For me to address your specific situation, I would require a case ID for review purposes.
I look forward to your response. Thank you for reaching out on the forums.
April
Seller_rGcQW1yb6ZWbC
Did you use Amazon's Buy Shipping? If you did and it was scanned into the mail stream by the ship by date, Amazon should remove it. Just simply reference the Buy Shipping rules in your appeal as long as the feedback does not talk about anything else.
