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When you receive negative Amazon Seller feedback, (1 or 2 stars), it is important to determine the cause of the problem quickly and to work towards resolving it. Customers only have 60 days to remove feedback that they publish, and you only have 90 days after feedback is published to have it removed. So time is of the essence.

 

Note: The policy below only applies to Seller feedback, not product reviews, which are not related to fulfillment or delivery performance. All claims will be monitored and tracked against historical observations.

 

The following guidelines explain how Cahoot will handle specific feedback types:

 

Seller Feedback Policy

Feedback type

Shipper

Seller

Poor customer service

NA

No-fault Feedback. Seller is responsible for responding to customer inquiries, addressing complaints, etc. Your Published Policies are your primary decision-making tools and define your operational processes, however, adjustments should be made to fit the situation.

Late delivery or Order not received

If requested, provide documentation confirming the package shipped on time.

If the order was shipped late, poor Cahoot Rating and Penalties will apply.
  1. Review package tracking status and order details in Cahoot.
  2. Respond to the feedback and attempt to rectify the situation; request feedback removal after resolution.

    If negative feedback is not removed:

  3. If shipped late, submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  4. If shipped on time, No-fault Feedback. Submit a carrier claim for a missed delivery commitment.
  5. If shipped on time and delivered on time (according to carrier scans), No-fault Feedback and the feedback may be considered fraudulent.

Missing contents

If requested, provide documentation confirming the package shipped on time with the correct contents in the package.

If the order was shipped late or not at all, or if package was missing the correct contents, poor Cahoot Rating and Penalties will apply.
  1. Review package tracking status and order details in Cahoot. Consider contacting the carrier to confirm accuracy of the tracking events and to request documentation that the package was delivered undamaged to the correct address.
  2. Respond to the feedback and attempt to rectify the situation and request feedback removal after resolution. Consider expediting a replacement order or refunding the buyer if necessary. If the first order is eventually delivered, consider asking for it to be returned.

    If negative feedback is not removed:

  3. If shipped late, submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  4. If shipped on time, No-fault Feedback. Submit a carrier claim for a missed commitment and/or missing package.
  5. If shipped on time and delivered on time (according to carrier scans), No-fault Feedback and the feedback may be considered fraudulent.

Wrong item, size, quantity

If requested, provide documentation confirming the package shipped with the correct contents in the package.

 

If the order was missing the correct contents, poor Cahoot Rating and Penalties will apply.

 
  1. Respond to the feedback and attempt to resolve the concerns, perhaps by expediting a replacement order or refunding the buyer, to increase the likelihood of successful feedback removal.

    If negative feedback is not removed:

  2. If the Fulfillment Partner is at fault, submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  3. If item shipped was accurate but customer was simply unhappy, No-fault Feedback, independent of Cahoot.
  4. If item was inaccurately described or disclosed, No-fault Feedback. Sellers share product detail pages.

Poor packaging

If requested, provide documentation confirming the order was shipped in high quality and adequately protective packaging materials to ensure the package would be delivered safely.

 

If damage was caused by the Fulfillment Center, poor Cahoot Rating and Penalties will apply.
  1. Respond to the feedback and attempt to resolve the concerns, perhaps by expediting a replacement order or refunding the buyer, to increase the likelihood of successful feedback removal.

    If negative feedback is not removed:

  2. If the Fulfillment Partner is at fault, submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  3. If Carrier is at fault, No-fault Feedback. Submit a claim with the carrier for reimbursement of item cost and/or shipping expenses.
  4. If Manufacturer is at fault, No-fault Feedback. Submit a claim with the manufacturer if applicable. Consider suggesting packaging improvements accordingly.

Item damaged, defective, expired, open, recalled

If requested, provide documentation confirming a new condition, unblemished item was shipped in high quality and adequately protective packaging materials to ensure the package would be delivered safely.

 

If damage was caused by the Fulfillment Center, poor Cahoot Rating and Penalties will apply.
  1. Attempt to assess who caused the damage (the Fulfillment Partner, Carrier, Manufacturer, or Customer). Respond to the feedback and attempt to resolve the concerns, perhaps by expediting a replacement order or refunding the buyer, to increase the likelihood of successful feedback removal.

    If negative feedback is not removed:

  2. If damaged by the Fulfillment Partner, submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  3. If damaged by Carrier, No-fault Feedback. Submit a claim with the carrier for reimbursement of item cost and/or shipping expenses.
  4. If damaged by Manufacturer (item never worked properly or item recalled), No-fault Feedback. Submit a claim with the manufacturer if applicable, or consider helping the customer submit a replacement claim with the manufacturer.
  5. If damaged by Customer or cause of damage is unknown, No-fault Feedback. Keep in mind that a great customer service policy builds trust and loyalty.

Inaccurate item description

If requested, provide documentation confirming the package shipped with the correct contents in the package.

If the order was missing the correct contents, poor Cahoot Rating and Penalties will apply.

No-fault Feedback. See Product Review Feedback type.

Cancelled order still received

NA

No-fault Feedback. Seller-approved cancellations must be made BEFORE an order is assigned to a Fulfillment Center and excluded in Cahoot, otherwise it is treated as a Return.

Respond to the feedback and attempt to resolve the concerns to increase the likelihood of successful feedback removal.

If timely exclusion was attempted and not successful, submit a Cahoot Easy Claim for investigation/resolution. We will make it right.

Mistake

NA

Handle as you normally would, perhaps contacting the customer and asking for them to update their rating commensurate with their comments.

Product review

NA

Request that the Customer remove the feedback first, describing Amazon's Feedback policy. If unsuccessful, and feedback is 100% product or product detail-related, use your Feedback Manager in Seller Central to request that Amazon remove the feedback.

To get a response from Seller/Manufacturer

If requested, provide documentation to help any investigations.

See the applicable Feedback type(s) as appropriate.

To warn others against scams, bad experiences

If requested, provide documentation to help any investigations.

See the applicable Feedback type(s) as appropriate.