Hi everyone,
I need some advice. I recently received a negative feedback on my seller profile because a buyer claimed the product dimensions were wrong, even though they are clearly written in the listing.
Now my ODR has jumped to 33%, which puts my account at risk of deactivation because of this single feedback. I already chatted with Amazon support, but they just told me they can’t remove the negative review and suggested I contact the buyer directly.
Has anyone dealt with a similar situation?
Thanks in advance
Negative feedback that pushes your ODR above 1% is serious, but if the buyer’s complaint is about product dimensions that were clearly stated on the listing, you can usually request removal under Amazon’s feedback removal policy since it relates to product detail rather than your service as a seller. Open a case under Account Health → Feedback Removal Request and explain that the feedback concerns product attributes controlled by Amazon’s catalog, not your fulfillment or service.
If Amazon refuses, you can still politely message the buyer through Buyer-Seller Messaging to clarify the misunderstanding and ask if they would consider removing or updating the feedback. Meanwhile, file a detailed Plan of Action in Account Health to show proactive steps, as this can help protect your account if a suspension is triggered.