Listing Error Led to Negative Feedback
Hello, I received negative buyer feedback on a product that contained an error in both its listing title and description that indicated an additional item would come with the product. Due to this error, the customer was under the impression that I sent them a used item. I opened a case regarding this listing error and changes were made, however I would like for the feedback to be removed. This error was recognized by HAQM and was out of my control. The feedback also makes mention of an issue with delivery time, however, this item was shipped on time and was delivered 2 days prior to the designated "Deliver by" date. I attempted to contact the buyer and explain the situation, but I have been met with silence. I have attached both the Case ID and the buyer feedback below. I would appreciate any assistance with this matter, as it is not indicative of the quality of customer service I provide. Thank you for your consideration and time!
Case ID: 17684065031
Buyer Feedback: This was clearly not a "new" item. It was seriously scratched. There was supposed to be a leather sheath. It was not in the package. The package looked 50 years old. It took a very long time to arrive.
Listing Error Led to Negative Feedback
Hello, I received negative buyer feedback on a product that contained an error in both its listing title and description that indicated an additional item would come with the product. Due to this error, the customer was under the impression that I sent them a used item. I opened a case regarding this listing error and changes were made, however I would like for the feedback to be removed. This error was recognized by HAQM and was out of my control. The feedback also makes mention of an issue with delivery time, however, this item was shipped on time and was delivered 2 days prior to the designated "Deliver by" date. I attempted to contact the buyer and explain the situation, but I have been met with silence. I have attached both the Case ID and the buyer feedback below. I would appreciate any assistance with this matter, as it is not indicative of the quality of customer service I provide. Thank you for your consideration and time!
Case ID: 17684065031
Buyer Feedback: This was clearly not a "new" item. It was seriously scratched. There was supposed to be a leather sheath. It was not in the package. The package looked 50 years old. It took a very long time to arrive.
4 replies
Danny_HAQM
Hello @Seller_GrKgb2X3fTiTC- thanks for posting this, and great cat in your forums profile picture.
I took a look into your provided case, and do see it is currently 'Pending HAQM Action' while the team investigates. Please know there is a dedicated process for requesting the removal of seller feedback comments, so if you haven't yet, please do follow these instructions to request the removal directly. For context, there are only certain situations where HAQM may be able to remove seller feedback comments. In short, it is in cases where the comment contains profanity, personal information, or is entirely a product review with no reflection on services provided by the seller.
Regarding the incorrect information on the product page, if you listed an item for sale on a listing with inaccurate information, it may cause barriers in getting this feedback comment removed. If you are not the brand owner and able to process detail page changes directly, please look to this process for suggesting changes to a detail page.
Thank you,
Danny