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October 29, 2012

What is acceptable feedback?

We understand feedback is an important cornerstone for you and it directly reflects the service you provide for any order you fulfill. Most of the time, buyers review previous feedback received by sellers before they complete their orders, so it is essential for you to maintain a clean feedback rating.

Occasionally, buyers leave feedback that may not reflect the quality of service they received on a particular transaction. Regardless, most of the time, feedback has an effect on a seller's reputation. It is because we want you to be successful that Amazon will remove feedback that meets certain criteria. Amazon will remove feedback only when:

  • The feedback includes obscene language.
  • The feedback includes personally identifiable information.
  • The entire feedback comment is a product review.
  • The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon. (Feedback which qualifies for removal under this rule will not be removed, but a line will appear through the rating and the statement, "This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience" will be added.)

Apart from the above mentioned criteria, any other feedback will not qualify to be removed from your seller account. We at Seller Support (Technical Account Management) are often contacted by sellers requesting removal of feedback which contains comments such as “Okay,” “Received the item” or “Satisfactory” to name a few. However, since these ratings do not meet any of the removal criteria, we will not be permitted to remove them.

You may still have this kind of feedback removed from your selling account if the buyer chooses to remove it. We encourage you to contact the buyer to request they review feedback you believe was left in error. Some buyers may not know how to remove their feedback, but you can direct them to the Help page at the URL below for instructions:

http://www.amazon.com/gp/help/customer/display.html?nodeId=537774#remove

If a buyer does not remove their feedback, you may want to post a response with your own account of the transaction in your feedback profile. To post a response, log in to your seller account, and under Reports; click "View 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. We wish all our sellers on Amazon success in procuring good feedback ratings for all orders they fulfill.

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