It appears that Aria is following the same faulty & outdated AI-generated script (emphasis mine):
https://sellercentral.amazon.com/seller-forums/discussions/t/ffd0eea7-7043-4528-a00d-3406122b681d?postId=72b0ae1e-d96f-48d8-87bc-aa9449cc3d6e
Aria_Amazon
In reply to: EMEKIN’s post
4 days ago
Hello @EMEKIN ,
I understand your frustration - the report abuse function does work, but Amazon’s review moderation follows strict guidelines. Reviews are only removed if they violate Community Guidelines , and if a review uses “proper words” (meaning it doesn’t contain profanity, threats, or clear policy violations), it typically won’t be removed—even if it’s unfair or related to a restocking fee.
Here’s what’s happening:
Amazon’s review system underwent a significant process change. After you report a review using the “Report abuse” button, the review goes through a comprehensive automated and review within 48 hours. If the review remains live after 48 hours, the decision is considered final—there’s no secondary appeal process for standard review removal requests.
Why your review likely wasn’t removed:
Reviews mentioning restocking fees are generally considered valid customer feedback about their purchase experience, even if you charged the fee legitimately due to damage. Unless the review violates specific guidelines (contains profanity, is about the wrong product, or is clearly fraudulent), it will remain.
What you can do:
• Respond professionally to the review explaining your side (damage documentation, return policy)
Let me know if this helps!
Best,
Aria
I must say that the OP exhibited admirable restraint in replying to Aria’s AI-driven drivel:
https://sellercentral.amazon.com/seller-forums/discussions/t/ffd0eea7-7043-4528-a00d-3406122b681d?postId=be7f8c26-4f39-4b42-b2db-da17cbdb6043
EMEKIN
In reply to: Aria_Amazon’s post
3 days ago
Thanks for your reply, and let me tell you that your reply is useless
Haven’t run across any more of these outmoded recommendations to post a public reply to a Product Review, as of yet, but I’ll be surprised if we don’t see this again.