This page talks about customer feedback and how it impacts you.
Customers can leave feedback for sellers on orders that are delivered using Delivery by Amazon just as they do for seller-fulfilled orders. When negative feedback is related to the delivery of shipments by Amazon, the negative rating can be struck through, so it won't affect your performance metrics. The customer's comment will remain with a note from Amazon that states: "This item was delivered by Amazon, and we take responsibility for this delivery experience."
When a customer does not select "Shipping" as the reason for negative feedback, but the entire feedback is related to the delivery provided by Amazon, you can request for the negative rating to be struck through. We will review the feedback and if in our judgment it applies exclusively to the delivery provided by Amazon, we will strike through the negative rating, and it will not reflect on your performance metrics. However, if in our judgment any portion of the comment applies to the condition of your product as indicated on your listing (New, Used, etc.) or any service that you provided or arranged to be provided to the customer, the feedback and negative rating will remain without edits.
Use the Contact us form to request a review of negative feedback.