I've had a spotless selling record on Amazon, so having this blemish which is as far as I know unwarranted is bugging me.
If I messed up, then so be it. But if I didn't, I don't think my performance rating ought to be dropping from 100% to 92% based on one mistaken rating. The buyer is welcome to his opinion, but "wrong item received" is either true or untrue. Here's a photo of the actual book I sent (I'm pretty sure):
Here's a link to the item ordered: http://www.amazon.com/gp/product/0881844160
Here's the rating (one star):
Here are my e-mails to the buyer:
Here is a copy of the e-mail that you sent to john norcross:
Order ID 110-7322154-8929053:
1 of Sphinx (The Supernatural Library) [ASIN: 0881844160]
------------- Begin message -------------
Wrong item arrived? What did you get?
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And then, later:
Here is a copy of the e-mail that you sent to john norcross.
Order ID 110-7322154-8929053:
1 of Sphinx (The Supernatural Library) [ASIN: 0881844160]
------------- Begin message -------------
Dear John:
I'm eager to learn what book you received instead of Sphinx. If you received the wrong book I must have also sent your book to someone else, and their book to you. That's the only thing I can think of that might have happened.
I'm curious why you didn't contact me before leaving negative feedback. I endeavor to fill orders correctly, and would like to rectify this.
If you've left erroneous feedback, you can:
Go to http://www.amazon.com/your-
Under "Personalization," in the "Community" column, click "Seller Feedback Submitted By You."
A list of all of the feedback left by you will display. Click the "Remove" link next to the feedback would like to remove.
Attached is a picture of the book I believe I sent you. Is this not what you ordered?
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No replies from buyer. No communication at all, not even to complain directly about "wrong item received" or to request refund or to return item.
Perhaps a bit too snippy on my part but here's my correspondence with Amazon:
| Message History |
cdrummbks@gmail.com
Jul 24, 2013 4:27 AM PDT |
I'm sorry but I don't think falsehoods should be allowed in buyer feedback. From what I can tell "Wrong item arrived" is not correct, unless maybe the wrong item was ordered in the first place. I believe I sent the correct item. I've contacted the buyer to ask what item did arrive and have received no reply. Also, he never contacted me about the wrong item being sent prior to leaving the feedback.
Read LessHave you asked the buyer for further details about this 'wrong item arrived'? |
Amazon
Jul 23, 2013 7:07 PM PDT |
Greetings from Amazon Seller Support.
Read LessWe have reviewed your request for feedback removal on Order ID # 110-7322154-8929053. Unfortunately, we cannot remove the feedback as it does not meet the criteria for removal because it refers to buyer's dissatisfaction with item received. The buyer said "wrong item arrived ". We really do apologize for any inconveniences this may have caused you. For your reference, Amazon will remove feedback for these reasons: * The feedback includes obscene language. * The feedback includes seller-specific personally identifiable information. * The entire feedback comment is a product review. * The entire feedback comment is about fulfillment or customer service for an order fulfilled by Amazon. You may, however, ask the buyer who left this feedback to remove it. We encourage you to contact the buyer to resolve any issues regarding the transaction. The buyer could then remove the feedback if they feel it is appropriate. Please keep in mind that buyer feedback is a direct reflection of their shopping experience on the Amazon marketplace. Do not pressure buyers to remove feedback. I've included instructions below for contacting the buyer to request they remove the rating, and information on how to respond to the feedback online if the buyer chooses not to remove the rating. You can contact the buyer from the Orders tab in your seller account. Select Manage Orders and find the buyer's order, using the options in the Search box at the upper left. For more options, click the Advanced Search link. Click the buyer's name in the "Contact Buyer" section of the order to reach the web-based e-mail form. Some buyers may not know how to remove their feedback. If you would like to provide the buyer with instructions for removing feedback, you can direct them to this Help page: http://www.amazon.com/gp/help/customer/display.html?nodeId=537774#remove If the buyer does not remove the feedback, you may want to consider posting a response with your own account of the transaction in your feedback profile. To post a response, log in to your Seller Account then under the Reports heading, click "Manage your Ratings and Feedback." This will display the most recent page of feedback ratings. Find the feedback in question and click the button to respond. If you have additional questions about your case, 105451961, please click http://sellercentral.amazon.com/gp/case-dashboard/view-case.html/ref=sc_cd_lobby_vc?caseID=105451961. If you have questions about a different issue, please review our Seller Help: http://sellercentral.amazon.com/gp/contact-us/contact-amazon.html. Please give us feedback to help Amazon improve your selling experience. Did we successfully answer your question? Click here for yes: http://sellercentral.amazon.com/gp/case-dashboard/hmd-yes.html?p=bffghhwe3501150206&c=105451961 Click here for no: http://sellercentral.amazon.com/gp/case-dashboard/hmd-no.html?p=bffghhwe3501150206&c=105451961 Thank you! Please note: This e-mail was sent from an address that cannot accept incoming e-mail. Thank you for selling with Amazon, Anil S Amazon.com Seller Support ======================================= MORE WAYS TO GET HELP: Visit our Seller Forums for help from other sellers: http://sellercentral.amazon.com/forums Learn best practices on our Seller Support Blog: http://www.amazonsellersupportblog.com Browse all Seller Help topics: http://sellercentral.amazon.com/gp/help |
cdrummbks@gmail.com
Jul 23, 2013 3:44 AM PDT |
Please fill in the following information:
Read LessDate order placed: Order #: 110-7322154-8929053 ASIN: 0881844160 Please describe the issue: Customer gave me one star & said "wrong item received". If he actually did receive the correct item, as I believe, do I have any recourse? I've put my account on vacation because I won't do business with a 92% rating. I've tried to contact the customer but so far have received no reply, and I didn't hear from him about the "wrong item" prior to the feedback. Can you determine if this customer habitually gives bad feedback? Photo of book I sent is attached. (I always match ISBNs when listing books for sale.) Attachments: sphinx [lindsay].jpg |
I also sent this still pending reply:
| Message History |
cdrummbks@gmail.com
Jul 23, 2013 11:43 AM PDT |
Please fill in the following information:
Read LessDate order placed: June 27, 2013 12:08:10 AM PDT Order #: # 110-7322154-8929053 ASIN:0881844160 Please describe the issue: I'm getting a bit annoyed by this bogus "wrong item arrived" and one star rating. If there's truth to any of it, let me know what the item that arrived was. But meanwhile, the longer this continues, the more I am going to pull away. Right now I've put my account is on vacation. Next step, I suppose, is to remove the product photos that I've added to enhance your listings. Of course, my buying will be curtailed too. Now, if I'm mistaken and I did send the wrong item, please let me know what I did send instead. I know sellers make mistakes, and I'm not no exception. But so far I've had a 100% track record and this does not seem like where that record ought to end. |
Now I've sent one more email to the buyer:
Here is a copy of the e-mail that you sent to john norcross.
Order ID 110-7322154-8929053:
1 of Sphinx (The Supernatural Library) [ASIN: 0881844160]
------------- Begin message -------------
Dear John: Sorry to bother you again but I'm still waiting for your reply concerning your dissatisfaction with your order of Sphinx. You left negative feedback saying "wrong item received". I'd very much like to know what item you did receive, because as far as I know the correct item was sent. It would have been nice if you'd contacted me before leaving feedback to give me a chance to take care of any problem. If the feedback was left in error I encourage you to remove it.
>>>Some buyers may not know how to remove their feedback. If you would like to provide the buyer with instructions for removing feedback, you can direct them to this Help page:
http://www.amazon.com/gp/help/
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I hate to say sayonara to Amazon, but if this isn't rectified or at least explained more adequately, I'm out of there. As a buyer as well as a seller -- which might not be a bad idea anyway, for my pocketbook, considering how much I've been buying. Amazon is an amazing place, but I don't want to be there as a low-rated seller under these circumstances.
