Negative Feedback for customer requested cancelation
Can a moderator please help?
A customer requested that their order be canceled and we canceled it. We never received any other communication from the customer. 111-4651101-2596204 Seller Support Case ID 15478134071
Then today we see this negative seller feedback: "I never received the product, but I was charged for it. I no longer wanted the product, I cancelled the order immediately. 10 days later the money comes out of my account, with never receiving the product. Need a REFUND."
How are you allowing customers to leave negative seller feedback on a order THEY requested to be canceled?!?!?!
***And before everyone says "well this is how Amazon is now, welcome" yes... I know. I've been selling on Amazon for almost a decade. However I'm not going to just lay down and let them run me over with their crap AI seller response system.***
Negative Feedback for customer requested cancelation
Can a moderator please help?
A customer requested that their order be canceled and we canceled it. We never received any other communication from the customer. 111-4651101-2596204 Seller Support Case ID 15478134071
Then today we see this negative seller feedback: "I never received the product, but I was charged for it. I no longer wanted the product, I cancelled the order immediately. 10 days later the money comes out of my account, with never receiving the product. Need a REFUND."
How are you allowing customers to leave negative seller feedback on a order THEY requested to be canceled?!?!?!
***And before everyone says "well this is how Amazon is now, welcome" yes... I know. I've been selling on Amazon for almost a decade. However I'm not going to just lay down and let them run me over with their crap AI seller response system.***
0 resposta
Seller_Hi7wbO2Kbo6bl
I used to routinely advise, that before a seller cancels (upon receiving a cancellation request) that they first message the buyer -- confirm the cancellation request and add language to the effect of "If you should see what appears to be a charge on your card -- that is just the hold placed by Amazon when you place the order. Since this order is being canceled, that hold will just drop off after a few days. Your card will not be charged for the order."
More than one seller has receive negative feedback based solely on buyer perception that they have been charged for a canceled order.
With the new cancellation process, it's so easy to complete, that we tend to forget that step.
Seller_SPqyukjiOB8bx
@Michelle_Amazon @Quincy_Amazon @SEAmod
Stevie_Amazon
Hey there @Seller_SPqyukjiOB8bx,
I just wanted to stop by and let you know that I have received your post and will be forwarding this to another Community Manager for further review.
All the best,
Stevie.
Seller_AGy1D7zR02le3
This happened to us. Customer purchased saturday. Requested cancellation on Sunday, so we cancelled it, then they left us negative feedback saying they had to cancel it because it never arrived? Really? Amazon would not take it off. This is out of control
Seller_3FXAl4uehXWDl
Did the buyer cancel the order via a message in the Amazon message system? If yes that is why you are having the issue. Amazon does not recognize a cancelation via the message system. The buyer MUST contact Amazon and use the correct process to cancel an order. If done correctly you will see the cancelation posted on the order not in the message system or a message from a buyer. It will be flagged in your order page. The message system is not an accepted cancellation process by Amazon.
Seller_FwpA1naSVnywt
Clearly that is how Amazon works.
The SOLUTION.
Do NOT count feedback against the ODR.
Feedback is a thing of the past. The only thing left is false negatives.
Seller_hFzlf81bvje9u
The problem with negative seller feedback/review is that it only takes 1 to loose buy box eligibility and have your listings suppressed - even if it is complete BS. Can destroy an entire business on this platform.
We will get products returned to us destroyed, dirty or with no retail packaging (they will throw our product directly into a bubble mailer) and it's always such an existential threat as a seller determining if it is even worth it to charge a restocking fee if we might get negative feedback. Many times we just eat it. Its Ludacris.
Seller_N1gTSljSnOAA4
I think it safe to say anyone selling here for a decade with a reasonable volume has experienced such.
