Negative Feedback - How Can I Help the Customer
I recently got a negative feedback (I hardly ever get any!) based on a customer's misunderstanding of the returns process.
The customer said:
"I was told that I could return this without a refund. I’m wondering, why would I return this without a refund? I have a return label and I’m happy to drop this in the mail, but I would not want to give you the product back for free. Sounds a little crazy."
We accept all returns for a full refund, and we usually refund at first scan. This is obviously a misunderstanding on the customer's part of the returns process, and I've never had another customer with this issue.
We've tried messaging the customer through the Amazon system, but they don't seem to be getting any of our emails.
We have responded to the feedback and opened a case to remove it, but all I get are boilerplate automated responses.
I'm really hoping a mod can step in to guide us about:
1) Is there any way to reach the customer to make the situation right for them?
2) How can we get the negative feedback removed? It was obviously left due to a complete misunderstanding.
@Danny_Amazon@Rose_Amazon@KJ_Amazon@Tatiana_Amazon can anyone help?
Negative Feedback - How Can I Help the Customer
I recently got a negative feedback (I hardly ever get any!) based on a customer's misunderstanding of the returns process.
The customer said:
"I was told that I could return this without a refund. I’m wondering, why would I return this without a refund? I have a return label and I’m happy to drop this in the mail, but I would not want to give you the product back for free. Sounds a little crazy."
We accept all returns for a full refund, and we usually refund at first scan. This is obviously a misunderstanding on the customer's part of the returns process, and I've never had another customer with this issue.
We've tried messaging the customer through the Amazon system, but they don't seem to be getting any of our emails.
We have responded to the feedback and opened a case to remove it, but all I get are boilerplate automated responses.
I'm really hoping a mod can step in to guide us about:
1) Is there any way to reach the customer to make the situation right for them?
2) How can we get the negative feedback removed? It was obviously left due to a complete misunderstanding.
@Danny_Amazon@Rose_Amazon@KJ_Amazon@Tatiana_Amazon can anyone help?
2 yanıt
Seller_uXdxiyQT9miaE
I am still hoping for help from a moderator on this one. Are any of the moderators available to look into this for me? The case number is 15463048361. @Emet_Amazon@Danny_Amazon@Rose_Amazon@Steve_Amazon can anyone help?
Danny_Amazon
Hello @Seller_uXdxiyQT9miaE- and thank you for looking for some support on this topic here on the forums.
It sounds like you've taken the correct steps to address this customer mis-understanding, including messaging the buyer, publicly responding to the feedback, and requesting the removal of said feedback.
Thank you for also sharing the case ID you've opened. After reviewing I can help share the reasons that Amazon can remove an instance of feedback, which include:
"Amazon will remove feedback only in 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.”
I apologize that the feedback was negative, but as it doesn't depart from any of the above reasons, Amazon would be unable to remove the feedback. Have you received any response from the buyer?
