Amazon Feedback Manager is broken
It's getting worst. Amazon needs to know that their system is NOT always right. When they completely blocked off the path way to reach a capable human being to determine the issue, they are pushing everyone out.
Issue: Customer feedback not removed, TWICE. When clearly it is in violation. It exposed customer sensitive info to public. CASE ID: 13627818551
Case: Buyer opened a return request, we proactively messaged buyer if they need a return label or parts. Customer is not very Amazon literate. They are unable to navigate the confusing interface. Surprised? Instead of trying to message us, they left us a feedback with their contact info exposed. It's against the feedback policy.
Feedback received: [I need a return label I am returning this the box was destroyed and it’s not the right size. Please contact me with the shipping label. Return thank you. Amazon said that you would return me with the mail and shipping label or pick this back up. Can you please contact me my number is 562-###-####. Thank you so much. My email address is j********* @ *** .com (info redacted)
Policy it violates: [Since buyers feedback are direct reflection of their Amazon shopping experience, we can only remove feedback for these reasons: - The feedback includes seller or buyer-specific, personally identifiable information, including email addresses, full names, or telephone numbers.]
Attempt #1 - Auto removal. Auto Denied.
Attempt #2 - Open case with a human. Denied while quoting us the exact policy violation.
Attempt #3 - Reopened a case thru support page - direct us back to feedback manager, after we clearly said it don't work.
Welcome to Merry go round and round until you give up. This is our last attempt with this ridiculous failure from AI and Seller support.
Amazon Feedback Manager is broken
It's getting worst. Amazon needs to know that their system is NOT always right. When they completely blocked off the path way to reach a capable human being to determine the issue, they are pushing everyone out.
Issue: Customer feedback not removed, TWICE. When clearly it is in violation. It exposed customer sensitive info to public. CASE ID: 13627818551
Case: Buyer opened a return request, we proactively messaged buyer if they need a return label or parts. Customer is not very Amazon literate. They are unable to navigate the confusing interface. Surprised? Instead of trying to message us, they left us a feedback with their contact info exposed. It's against the feedback policy.
Feedback received: [I need a return label I am returning this the box was destroyed and it’s not the right size. Please contact me with the shipping label. Return thank you. Amazon said that you would return me with the mail and shipping label or pick this back up. Can you please contact me my number is 562-###-####. Thank you so much. My email address is j********* @ *** .com (info redacted)
Policy it violates: [Since buyers feedback are direct reflection of their Amazon shopping experience, we can only remove feedback for these reasons: - The feedback includes seller or buyer-specific, personally identifiable information, including email addresses, full names, or telephone numbers.]
Attempt #1 - Auto removal. Auto Denied.
Attempt #2 - Open case with a human. Denied while quoting us the exact policy violation.
Attempt #3 - Reopened a case thru support page - direct us back to feedback manager, after we clearly said it don't work.
Welcome to Merry go round and round until you give up. This is our last attempt with this ridiculous failure from AI and Seller support.
38 odpowiedzi
Seller_AXC06kcsKI1qG
That is their plan.
So when you see all those polls about "feeling like a trusted partner" you can click right on highly disagree as you can't even get obvious errors corrected.
For some reason they will not get rid of the seller feedback. Even though less that 1% of buyers leave feedback. Maybe for every 10 shipped orders that left no feedback at all - the seller should be rewarded with a bonus 5 star to even out the "crazy" factor
We just received a negative feedback for an item we don't even sell, so it's clearly for a different seller. But the feedback manager closed the case in 1 second. Reopening and providing proof get closed in a second as well. So buyers can inadvertently hurt good sellers and bad sellers get off scott-free.
It's been a discussion for a decade and it has been getting worse not better.
Seller_HP0CuTSNvJvu9
Here's the dirty little secret...there was no human. The appeal ran it through the SAME bot, so will always give the SAME result. It's all smoke and mirrors.
Seller_R2dP7Hunjcdj0
Be careful.
One of the MANY changes that occurred is a warning to Amazon Sellers can have their account Suspended for repeatedly trying to get a particular Feedback Removed once the removal has been denied.
The Feedback system became fatally flawed when the Human element was removed in favor of software.
It is awful and maddening... And pretty much beyond our control.
So try to let it not keep you up at night.
Good Luck!
Seller_PCshC7t8gZjqm
While I generally agree with you, the current list of reasons Amazon will remove feedback only states seller-specific PII, not buyer specific.
"The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers."
Whether that policy makes sense or not is a matter of opinion, but it looks like the bot/human implemented that policy correctly... this time.
Seller_qWqFyEZmuEp42
Have you tried contacting the buyer to explain that their personal information is now public and that's a problem for them? You could try to walk them through removing it- If they respond. But worth a try.
Seller_JxT8OXwz2i1Ke
customer feedback already remove but amazon not remove feedback
Seller_xRahkQoV5Zz2F
Just ignore the “misinformation board” and move on. Amazon is a less than desirable company.
Seller_SPqyukjiOB8bx
Yeah, it is all AI now and sucks.
I had a negative feedback because a customer was upset the UPS Store charged them to use a computer to print a pre-paid shipping label. Couldn't get it removed.
Seller_aEzr9PjpfpuxN
Can a Mod please assist this OP and have his case escalated for review?
@Micah_Amazon
@Troy_Amazon
@Topher_Amazon
@Emet_Amazon
@Dominic_Amazon
@Danny_Amazon
@SEAmod
@Steve_Amazon
@Quincy_Amazon
@Dougal_Amazon
@Cooper_Amazon
@Danika_Amazon
@Tatiana_Amazon
Seller_oDXVaydIpi3Hi
They know. They don't care
