Most sellers on Amazon will be familiar with the four main reasons where Amazon will be removed. To recap these are: obscene language, personally identifiable information, product review and FBA.
Now, a third-party seller has revealed that Amazon will and have removed feedback for up to ten different reasons. The additional six reasons he defines as price objection, demonstrably untrue, we did the right thing, using feedback as email, feedback from a competitor and irrelevant comment.
First of all, let’s mention it’s important to ask Amazon and customers to remove neutral and negative feedback. Also, the seller does not have a 100% success rate and we by no means guarantee these will work all of the time but with nothing to lose aside from bad feedback, then it’s worth a try in our eyes!
Interested? Then read on…
“This is a product review. Please remove it. Thanks.”
Not much to say about that one and if you’re right it always works. Note, the brevity.
Reason #3, Product review.
“Customer’s negative comments are about the product, not us or our service. Please remove this. Thanks!”
In this feedback the customer had made a positive comment about us, while dissing the product. In the past this might have been a little difficult to get taken off, so I tried to make clear that the negative parts of the feedback were not related to us (and that this was, more or less, a product review).
Reason #3, Product review.
“Customer states that the item had a tear on a page that she thinks happened during manufacturing. These items come to us shrink-wrapped, so it is impossible for us to look for torn pages, and she’s probably right that this is a product defect, making this a product review. Would you please remove it? Thank you.”
I believe this customer stated in the feedback that she felt we should have caught this problem with the product, so I explained that we couldn’t have.
Reason #3, Product review.
“This is a combination product review and (mildly) price objection, both of which are removable. Please remove this feedback. Thanks!”
It doesn’t have to be one or the other to be removed. Just make a clear case.
Reasons #3 Product review and #5 Price objection.
“This is a price objection. Price objections are removable under your Standard Operating Procedure, so please remove this feedback. Thanks!”
I used to write a much longer diatribe about price objections but this worked so I’ll use this version now.
Reason #5, Price objection.
“This is a price objection. Buyer is complaining about restocking fees, which is a form of price objection, and has been removable many times in the past. Price objections are removable under your Standard Operating Procedure. Please remove this feedback. Thanks!”
Restocking fee complaints are price objections, and are therefore removable.
Reason #5, Price objection.
“Customer’s complaints about delivery are due to her misunderstanding. She claims to have paid for faster shipping — she didn’t, and we don’t offer it. She claims she wasn’t told by Amazon when the item would arrive — of course she was. Finally she complains that the item took 22 days to arrive, which is true, but that is within the estimated delivery period for this item. Would you please remove this feedback? Thanks!”
Reason #6, Demonstrably untrue.
Note, you can be really late (or in this case, USPS can) and still get a feedback removed if you delivered within the period. I’ll be honest and say I was a little surprised that this one was removed, but the customer was wrong in so many ways.
“Customer states that delivery took too long to arrive. In fact we delivered in five business days, considering Christmas, and delivered the day BEFORE the start of the estimated delivery period — we delivered on 12/29, the estimated delivery period was something like 12/30-1/15. Would you please remove this? Thank you.”
Reason #6, Demonstrably untrue.
“Item was delivered on the second business day of the delivery range. That is not “slow” by any reasonable standard. Would you please remove this? Thanks!”
Customer had called our delivery “slow”.
Reason #6. Demonstrably untrue.
“This is an APO shipment. The estimated delivery range for this order is Jan 12, 2015 to Feb 2, 2015, per Amazon. This customer ordered this item on December 14 and now leaves us a “1” saying that we did not deliver by Christmas. Ridiculous! Christmas is 2.5 weeks BEFORE the start of the estimated delivery range for this order! It’s not our fault that this buyer waited until December 14 to place her order. She’s blaming us for her error. Would you please remove this feedback? Thanks!”
Reason #6, Demonstrably untrue.
“We shipped this item on Sep 24. On Sep 25 customer left this feedback saying “Book didn’t arrive – seller never shipped it”. We did ship it, the day before. In addition the delivery period for this order is Sep 26, 2014 to Oct 14, 2014, so he left this feedback saying the item “didn’t arrive” two days before the delivery period had even started! Would you please remove this feedback? Thanks!”
It seems likely that this feedback was left for the wrong seller.
Reason #6, Demonstrably untrue.
“It is not late. This customer is a dropshipper, who has ordered from us twice to ship to disparate customer locations. The estimated delivery range for this order is Sep 17 to Oct 2, so we aren’t even past the range yet, and it is going to be delivered today. It is therefore not “late”. Please stop abusive dropshippers from hurting our business and remove this feedback. Thanks.”
Customer had said our shipment was late. If we’re not late, you can’t say we are.
Reason #6, Demonstrably untrue.
“Customer’s complaint is that this item is in German. The catalogue page says (German) at the top, and ‘Language: German’ in the details. We shipped the customer the item he ordered, which we are required to do. He is also using feedback as e-mail. Would you please remove this? Thanks!”
The catalogue page said what the item was, and we shipped it. Not our fault, and removed.
Reason #7, We did the right thing.
“Customer gave us the wrong address, item hasn’t arrived, he’s given us a “1”. That’s ridiculous. It isn’t our fault that he gave the wrong address. Please remove this feedback.”
We have no choice but to ship to the address we are given, and the customer had admitted the address was wrong.
Reason #7, We did the right thing.
“Delivered on time and in perfect condition by the buyer’s own admission. She does not have the right to demand that it arrive even faster than what we all agreed to, and to damage our feedback with a “3” when it does not. We did what we said we would do. Would you please remove this? Thanks!”
Customer had said something like “I wish this had arrived faster”, which is not a reason for bad feedback.
Reason #7, We did the right thing.
“Customer cancelled order, this is not our fault. This customer placed an order on Monday, then wrote in saying she had to have the item by Friday. We told her no, we can’t do that, Standard Shipping is all we offer and it’s 4-14 business days. She cancelled the order per our suggestion. How do we now end up with a “1”? It’s not our fault that she bought from us knowing full well we don’t offer faster shipping, then wrote in and requested it anyway. We did exactly what we should have done — we advised the customer that we could not provide the service she was requesting, and explained how to cancel the order. We should not get a “1” feedback for not providing service that we never said we would provide in the first place, but that this customer apparently required. Would you please remove this? Thanks!”
Reason #7, We did the right thing.
“We refunded this customer back in November. If you look at Buyer/Seller messaging you will see that she does not seem to be receiving our e-mails. That is obviously not our fault. Would you please remove this feedback, and e-mail the customer yourself to tell her that she was refunded two months ago? Thanks.”
Customer had complained (I guess . . . obviously the feedback is gone) that she had not received an item, when in fact she had been refunded long before.
Reason #7, We did the right thing and to some extent #6 Demonstrably untrue.
“This not feedback – as some customers who are clueless about Amazon do, the customer is using feedback as e-mail. We have e-mailed the customer to resolve the situation. Please remove this. (And please DON’T tell us that we can ask the customer to remove it . . . we have, but someone who doesn’t understand that feedback isn’t e-mail is not going to be able to remove a feedback.)”
Reason #8, Using feedback as email.
“Customer stated in Buyer/Seller e-mails that he is himself an Amazon seller. Now he is leaving us a neutral. Competitive sellers should not be buying from us and leaving neutrals. Please remove this.”
Removed but interestingly the Amazon rep removed it saying that our “item was as described”. Call it rep discretion—if you can give them a good enough reason to remove it, and they agree with you, they will remove it.
Reason #9, Feedback from a competitor.
“This is the season for stupid feedback! Apparently this guy decided he should leave us a “1” because he’s not sure if his FREIGHT FORWARDER is going to get the item from Miami to South America. But that has nothing to do with us! This item shows as delivered on November 20 in Miami. We have nothing to do with any further movement of the item. Would you please remove this feedback? Thanks!”
This feedback had said something like “I’m not sure this is going to get to me in South America,” which is irrelevant to our part of the transaction.
Reason #10, Irrelevant comment.
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