We have also implemented one of the leading feedback-survey-customer happiness-system-things in one of our shops. The amount of negative ratings, because the shipping service provider fucked something up, is immense.

There is no way for us to really get those removed (integrity of the platform - good thing in theory) and commenthing something like "it wasn't our fault" doesn't really help either as the rating will influence the total rating one way or another.

Maybe that's cost of business, not sure.