Amazon won't remove Seller feedback that is entirely a product review
The buyers left product reviews in the seller's feedback, and Amazon refuses to remove them.
I receive a stock answer each time: "We’re unable to remove this feedback because the feedback for order doesn't meet our guidelines for suppression."
According to the deletion rules, feedback is subject to deletion if the entire text of the product is a review.
Here is the comment in question:
Missing 2 gray seat cushions case ID: 16801855301
Product was missing a poles that connects to the top and the bottom. case ID:16560212911
Reviews don't have words that describe the quality of the seller's service
If any Amazon employee would like to help me that would be appreciated!
In addition this I've found that buyers don't seem to know where to contact the seller to resolve their minor issues, so they use the feedback as a message board.
I think there's a need for Amazon to let buyers know how to contact us to resolve minor issues, and I think that would greatly improve the buyer's shopping experience score.
I don't think it can be up to us to relay to the buyer how to find us and tell them the difference between a feedback and a review. It's too difficult for us, and the buyer is already angry that they can't reach us, so if we say too much it will only make them more angry!
Hopefully these issues can be optimized and hopefully Amazon will get better.
Amazon won't remove Seller feedback that is entirely a product review
The buyers left product reviews in the seller's feedback, and Amazon refuses to remove them.
I receive a stock answer each time: "We’re unable to remove this feedback because the feedback for order doesn't meet our guidelines for suppression."
According to the deletion rules, feedback is subject to deletion if the entire text of the product is a review.
Here is the comment in question:
Missing 2 gray seat cushions case ID: 16801855301
Product was missing a poles that connects to the top and the bottom. case ID:16560212911
Reviews don't have words that describe the quality of the seller's service
If any Amazon employee would like to help me that would be appreciated!
In addition this I've found that buyers don't seem to know where to contact the seller to resolve their minor issues, so they use the feedback as a message board.
I think there's a need for Amazon to let buyers know how to contact us to resolve minor issues, and I think that would greatly improve the buyer's shopping experience score.
I don't think it can be up to us to relay to the buyer how to find us and tell them the difference between a feedback and a review. It's too difficult for us, and the buyer is already angry that they can't reach us, so if we say too much it will only make them more angry!
Hopefully these issues can be optimized and hopefully Amazon will get better.
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Seller_XhjLTYIfCBj2d
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Danny_Amazon
Hello @Seller_XhjLTYIfCBj2d- and thanks for detailing this seller feedback comment here on the forums, and I appreciate your overall feedback as well!
It is true that there are only certain use cases where Amazon can remove, or strikethrough, a seller feedback comment, with one of them being when the entire comment is a product review, with no reflection on the services provided by a seller.
I do know that our teams do consider incomplete items, or missing pieces, to be a valid reflection of the seller they purchased from, since the seller would have packed the shipment. As an example, if the customer instead wrote that they didn't like the functionality of the product as a seller feedback comment, we might have a path towards removal, but not if the comment indicates an incomplete item was received.
I hope this helps clarify, but let me know if you have any further questions.
Best,
Danny
