@WJSS_Sales (WJSS Sales) posted a new topic, subject "Feedback". It read:

   Just looking for opinions, do you think this should be removed as a product review?  
    Unfortunately the item was advertised as the title of something else -completely different- that was showing on the TV when I ordered them. I ordered 3, thinking that it was the one I had watched, and now I will have to get rid of them. What they sent is so bad that I didn't watch the whole thing.

After which, @RockView (I am the Walrus) added

    Bad customer experience
    
    Won't be removed

@Mellogirl (Mellogirl) replied

    No…It sounds more like “not as described” which is not considered purely a product review.

After which, @WJSS_Sales (WJSS Sales) added

    Bad customer experience?? Customer says it's not the show they were watching when they ordered and what they got was (in their opinion) worse than what they were watching.

@RockView (I am the Walrus) replied

    That's a bad customer experience. They are unhappy

So @WJSS_Sales (WJSS Sales) replied

    Not as described … well not as the customer ordered. Notice she/he says ordered while I was watching on tv wasn't the same film or show (paraphrasing) so they order the incorect item, then complain it wasn't what they were watching on TV (like we would know what they were watching) then says the movie was bad (their opinion review)

Then @WJSS_Sales (WJSS Sales) said

    Well, should that be true, they should have asked for a return on the item. It just seems like an abuse of the broken feedback system here.

Then @bookwormapril (bookwormapril) said

    WJSS_Sales:
    
    > Just looking for opinions, do you think this should be removed as a product review?
    > 
    > Unfortunately the item was advertised as the title of something else -completely different- that was showing on the TV when I ordered them. I ordered 3, thinking that it was the one I had watched, and now I will have to get rid of them. What they sent is so bad that I didn't watch the whole thing.
    
    Hint: if you edit out that initial indent we'll be able to read what you post.

Then @WJSS_Sales (WJSS Sales) said

    Thanks, was wondering why I wasn't seeing the whole thing

To which @bookwormapril (bookwormapril) replied

    Yes, a highly annoying “feature” of this forum.
    
    Not just being negative – there are many features of this new forum that I do like. Just not all.

Then @Mellogirl (Mellogirl) said

    bookwormapril:
    
    > the item was **advertised** as the title of something else
    
    This is the phrase Amazon will look at. Added to the “what they sent” part makes the feedback seem like it may be a incorrect website listing or not as described.
    
    It is unclear where the customer claims the false advertising occurs. Amazon may remove it, especially if you don't make a lot of removal requests, but I would not count on it. When feedback is open to interpretation Amazon tends to give the buyer the benefit of the doubt and leave feedback up.

After which, @bookwormapril (bookwormapril) added

    Just to be clear – I was only reposting the original post in a more readable format (which has since been corrected by the original poster).

To which @WJSS_Sales (WJSS Sales) replied

    I do agree with what you are saying. I would hope Amazon takes this in context as right after she/he says completely different from what they were watching on TV. As sellers (and I would sure hope Amazon) would know there are TV shows and movies that have the same title.  
    For example, if I wanted to order the movie “What If” and was watching the Christian film with Kevin Sorbo, yet ordered the one with Daniel Radcliff, would I be disappointed, yes. Would I leave the seller a 1 Star for me ordering the wrong thing, no. This is where Amazons feedback system fails miserably. And with the lack of feedback over the years, your lucky when you get a 1 Star feedback.  
    So due to the customers incorect ordering, or using Alexa to order (maybe ?) we have gone from a 99% feedback rating for the last 8 years to a new low of 93%. - End Of Line (Rant)

After which, @Mellogirl (Mellogirl) added

    Sadly the sellers that pushed for every negative feedback to be removed whether or not it even remotely qualified for removal led to Amazon cracking down and becoming quite rigid about sticking to the removal guidelines rather than giving employees the discretion they had in the past.
    
    Like many policy changes that hurt sellers, it was caused by a few bad apples that abused the system in the past.
    
    If you do not request removals often it is worth a try to get this one removed. The fewer requests you make for removal in terms of the % of feedback you receive, the more likely it is that an employee will remove ones that are borderline.

So @WJSS_Sales (WJSS Sales) replied

    I have made the request, no response yet (9:45 this morning) we will see what happens

After which, @KnobDeals (KnobDeals) added

    Feedback can be removed even if it has been denied by the automated system for not meeting criteria. However, in your case it will not be removed, no matter how hard you try.
    
    In legitimate cases where the automated system is simply failing to see harassment, product review, shipping delay outside of your control, or a downright lie by the customer, you can get someone on the phone and have them look into removing it for you.

After which, @Mellogirl (Mellogirl) added

    KnobDeals:
    
    > harassment, product review, shipping delay outside of your control, or a downright lie by the customer,
    
    With the exception of product review (when the entire feedback is a product review), none of the reasons you listed qualify for removal. That is the type of abuse of the system I am talking about. You will find it more and more difficult to get feedback removed when you are requesting removal for invalid reasons or even potentially valid reasons. If it can not at least be argued that a negative feedback meets the official criteria for removal, you should not be requesting removal on a regular basis.
    
    Employees that repeatedly let themselves get suckered into removing feedback that does not meet the criteria for removal get reprimanded and they are monitored. The system also keeps track of seller accounts that make multiple requests (based on % of requests compared to total number of feedbacks received) and flags them for more strigent review of future removal requests.
    
    https://sellercentral.amazon.com/gp/help/20231?language=en-US&ref=id_20231_cont_761

After which, @KnobDeals (KnobDeals) added

    Mellogirl:
    
    > none of the reasons you listed qualify for removal.
    
    #shrug
    
    We have repeatedly had such feedback removed. ymmv

After which, @WJSS_Sales (WJSS Sales) added

    After several phone calls and multiple appeals to the canned responses we recieved. Tonight it was finally removed. They agreed that the customer watching TV then by her own admission ordering the dvd she “thought” was the correct one, then saying the movie was bad, did indeed constitute a review with the rest having noth8ng to do with the seller or the delivery of the item.
    
    The customer talking about her sitting on the couch watching a movie and ordering what she thought was the film did not belong in a feedback. Yes I had plenty of extra time this last week, just had a TKR done last week. Even with the TKR all my orders are still getting out on time, most the same day (for those that complain about such things)
    
    Happy selling everyone!

@KnobDeals (KnobDeals) replied

    Glad you had it removed. I'd like to reiterate my point that, with enough effort, fraudulent/misleading feedback _can_ be taken down.

To which @system (system) replied

    This topic was automatically closed 180 days after the last reply. New replies are no longer allowed.


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