A quick trick that might resolve negative feedback that is unfair.
A lot of
As a matter of policy,
- The feedback includes obscene language.
- The feedback includes seller-specific personally identifiable information, such as e-mail addresses, full names, telephone numbers, etc.
- The entire feedback is a product review.
- The entire feedback is regarding fulfillment or customer service for an order fulfilled by
This does not encompass all of types of truly unfair feedback. For example, what if the buyer is clearly leaving feedback for an item they ordered from a different seller? Or the seller left a very positive review, but accidentally hit one-star instead of five, and isn’t responding to emails? Both of these have happened to me more than once.
I tried something recently that I had never tried before, and it worked.
The problem: A buyer left negative feedback because the book description on
The attempt to resolve:
The second attempt to resolve: I contacted the buyer, who did not respond (many buyers use a “spam account” for their shopping, and don’t check it often, if ever).
The third attempt to resolve: I attempted to open a second support ticket with
This is what I did: It was so simple that I didn’t think it would work. I sent another message to customer service, this time under a totally different support category (not “feedback issues”). The person who reviewed this one agreed with me, and removed the feedback.
- If feedback is truly unfair and not your fault, don’t hesitate to contact customer service twice. Just use a different support category.
- There is a human at the other end of your emails. And every one of them is different. Some may not see things your way, but some will.
Don’t abuse this. If feedback is your fault, take the lesson and leave it alone. But there are many times when feedback is truly unjust, and as an
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