Navigating the Amazon marketplace can feel like sailing through turbulent seas, where negative feedback looms as a dark cloud over sellers’ reputations. Fear not, for in this guide, we unveil a treasure trove of strategies to effectively banish the negative feedback from your Amazon profile. From deciphering the root causes of dissatisfaction to mastering the art of proactive communication, we cover everything you need to know, including:
- Understand Amazon’s feedback removal policies
- 3 ways to remove negative feedback on Amazon
- What to do when receiving negative feedback on Amazon
- How to remove a review on Amazon
So wait no more! Take a look at this guide immediately to handle any negative feedback on Amazon effectively.
Understand Amazon’s Feedback Removal Policies
As one of the top marketplaces for selling products in the world, Amazon values customer feedback as an essential component of its platform. It is an Amazon seller ratings system that allows buyers to evaluate their experience with sellers on a scale of one to five stars. Together with Amazon pricing strategy, if sellers want to increase sales on Amazon, understanding Amazon’s feedback removal policies is crucial.
Amazon customer feedback covers aspects such as product packaging, shipping, customer service, and seller professionalism. Within 90 days of their purchase date, buyers can provide feedback. Amazon or the buyer must delete the feedback within 60 days of its posting. Once this time has passed, it becomes impossible to remove the feedback.
Amazon may remove feedback that violates its policies or guidelines. Some of the reasons for feedback removal are:
- Promotional content contains links or recommendations to other products or sellers.
- Feedback uses offensive or abusive language, such as racial/religious hatred, explicit language, or personal attacks.
- Content includes personal information, such as phone numbers, email addresses, physical addresses, passwords, or payment card numbers.
- Feedback is about the product or service itself, not the seller’s performance. For instance, if the shopper is unhappy with the quality or functionality of the product, they should leave a product review instead of seller feedback.
- Prohibited content encompasses any abusive or unlawful material, such as content that promotes violence, racism, or child pornography. It also includes any content that may undermine human dignity.
- Content infringes on the intellectual property rights of third parties, such as photos, articles, and other materials.
- Feedback is related to pricing, such as comments on items or delivery costs.
Let’s move to the next section to learn how to remove negative feedback on Amazon!
3 Ways on How to Remove Negative Feedback on Amazon
Negative feedback can harm your seller reputation and impact your sales on Amazon. Fortunately, there are several ways to remove negative feedback and improve your rating. In this section, we will explore three effective strategies on how to remove negative feedback on Amazon.
To handle the negative reviews, a seller can:
- Request Amazon to remove feedback that meets the above criteria in their Seller Central account.
- Reach out to the buyer and ask them to remove or edit their feedback voluntarily. However, don’t force or bribe buyers to change their feedback, as this would violate Amazon’s policies.
- Leave a response to the negative feedback if the 2 first methods don’t work. Beforehand, sellers should also address any issues or concerns the buyer may have and offer a resolution if possible.
Let’s dive into the detailed information of each strategy.
#1. Case 1: Request from Amazon
When it comes to removing negative feedback on Amazon, it’s important to understand the distinction between Amazon vs Amazon Marketplace. If the feedback is left directly on Amazon’s own products or services, Amazon handles the removal process. However, for feedback left on products sold by third-party sellers through the Amazon Marketplace, it is the responsibility of the sellers to handle the removal request.
Removing negative feedback on Amazon can be a breeze by ensuring the buyer’s response adheres to Amazon’s feedback guidelines. Should the feedback violate these rules, this best-selling platform will gladly remove it upon request, enabling sellers to uphold a stellar feedback rating.
Amazon has specific criteria for ineligible feedback, which include:
- Product reviews
- Promotion content
- Offensive language
- Personal information
- Infringing content
- Price-related content
For sellers utilizing Amazon’s Fulfillment-by-Amazon (FBA) program, there are additional conditions for feedback removal. Since Amazon handles storage, packing, shipping, and customer service for FBA sellers, negative feedback pertaining to these aspects will be removed.
For non-FBA products, feedback related to item handling is not removed. This is because non-FBA sellers are responsible for these tasks.
To request the removal of feedback that violates Amazon’s guidelines or falls under FBA responsibilities (if you’re an FBA seller), follow these steps:
- Log in to your Amazon Seller Account
- Choose Performance on the menu bar
- Click Feedback
- Filter Negative feedback
- Hit Choose one dropdown, select Request Removal
- Amazon will ask you to confirm if the feedback included inappropriate content; click Yes to finish your request.
You can also create a case to send a request for removing negative feedback. Once your request is submitted, Amazon will assess the feedback and make a decision regarding its removal.
#2. Case 2: Reach out to the buyer
How to remove negative feedback on Amazon if you’ve received negative feedback that doesn’t meet Amazon’s criteria for removal? Your next course of action is to contact the buyer directly.
Buyers have the authority to remove their seller feedback on Amazon. By reaching out to the buyer and resolving their issue, there is a possibility they change their heart.
Here are some important guidelines for this stage:
Should do:
- Respond promptly: Amazon allows customers 60 days to remove their feedback, so it’s crucial to reach out to the buyer on time to avoid missing the opportunity.
- Apologize sincerely: Offering an apology demonstrates empathy. Take the time to express your regret, understand the buyer’s concerns, and address them appropriately.
- Take action: Resolve the issue your customers encounter right away. For example, sometimes, dissatisfaction arises from inaccurate product descriptions. Enhancing the accuracy of your descriptions can help alleviate customer frustrations and improve future satisfaction.
Shouldn’t do:
- Offer refunds in exchange for feedback removal: It is against Amazon’s rules to provide a full refund in return for feedback removal. Attempting such an arrangement can lead to suspending your Amazon seller account. Instead, Amazon expects sellers to focus on understanding and resolving issues properly.
- Immediately request feedback removal: In your initial message to the buyer, solely apologize and offer potential resolutions for the problem. Requesting feedback removal right away might convey a lack of concern for the buyer’s issue, which will likely deter them from removing their feedback.
Following these guidelines on how to remove feedback on Amazon can help foster positive interaction with buyers and increase the chances of them reconsidering to delete their negative feedback.
Note: Indeed, requesting feedback removal increases the risk of account suspension. Hence, when contacting buyers, genuinely apologize and assure them of your commitment to resolving the issue. Avoid mentioning anything related to deleting the feedback.
How to remove negative feedback on Amazon by contacting buyers?
- View Feedback, click on the Choose one (do the same as removal request)
- Select Contact customers
- Choose the contact reason
- Compose your message to your customers
- Hit Send when you finish
#3. Case 3: Leave a response on Amazon site (if needed)
Certainly, there is always a possibility that you won’t receive any response from the buyer. Despite your continuous messaging, you may not hear back. So how to remove negative feedback on Amazon in such cases?
All you can do is respond directly to the feedback on Amazon’s site. This way, other potential buyers who come across the negative feedback will also witness your genuine attempt to address and resolve the problem.
To compose a response to Amazon feedback, access your seller Feedback Manager and follow these steps:
- Scroll down and click on Feedback under the Performance section.
- Locate the feedback you wish to respond to and select Post a Public Reply
- Enter your response.
Uncertain about what to include? Here are some Dos and Don’ts to consider when writing an Amazon feedback response:
Should do: Keep your response professional, respectful, and concise. It’s possible to maintain a reputable and professional image without delving into excessive details. Remember, the primary audience for your response will be potential buyers visiting your profile who have no involvement in the specific order, so brevity is key.
Here’s an example: “We sincerely apologize for falling short of your expectations. We have implemented operational changes to prevent such occurrences in the future.”
Shouldn’t do: Avoid submitting a cheeky or sarcastic response. While you may perceive it as clever, it can give buyers the impression that you disregard their frustrations. This may discourage potential buyers from engaging in business with you.
By adhering to these guidelines, you can craft a thoughtful response to Amazon feedback, showcase how you address concerns and foster positive impressions among prospective customers.
What to Do When Receiving Negative Feedback on Amazon
Receiving negative feedback on Amazon can be disheartening, but it’s important to approach it constructively and take proactive steps to address the issue. By doing so, you can proactively avoid receiving additional negative feedback in the future.
Here’s what you can do when faced with negative feedback:
1. Understand the reason behind the feedback
Instead of immediately dismissing or getting defensive about the negative feedback, take a moment to understand the reason behind it. Let’s examine the buyer’s concerns and pinpoint any areas where your product or service may require improvement.
For example, if a buyer receives a product that is significantly different from what was described or of poor quality, they may leave negative feedback to express their dissatisfaction. This can include issues like receiving damaged items, products not functioning as expected, or items that don’t match the description or images provided. By addressing and improving product quality, sellers can minimize negative feedback and enhance customer satisfaction.
2. Learn from the negative feedback
Negative feedback can provide valuable insights and opportunities for improvement. Use it as a lesson to identify areas where you can enhance your products, services, or customer experience. Take note of recurring issues in the feedback and make necessary changes and enhancements accordingly.
3. Proactive measures to minimize negative feedback
Implement proactive strategies to reduce the likelihood of negative feedback in the long run. Here are some steps you can take:
- Provide accurate product descriptions: Ensure that your product listings provide clear and precise information about the product’s features, specifications, and any potential limitations. This helps manage customer expectations and reduces the likelihood of negative feedback due to mismatched expectations.
- Offer exceptional customer service: Focus on delivering outstanding customer service at every step of the buying process. Respond quickly to customer inquiries, address any issues, and strive to exceed customer expectations. A positive customer experience can help mitigate negative feedback.
- Monitor product quality and shipping: Regularly assess and maintain the quality of your products. Additionally, ensure that your shipping and fulfillment processes are efficient and reliable. Timely and accurate deliveries contribute to a positive customer experience and reduce the chances of negative feedback related to product condition or shipping issues.
- Encourage communication with buyers: You can reach out to customers first and inform them to contact you directly for any order-related issues. Then, you can take the lead in resolving problems and potentially avoid negative feedback.
Remember, negative feedback doesn’t define your entire business. It’s an opportunity for growth and improvement. Embrace it as a chance to enhance your products, services, and customer satisfaction levels. By understanding the reasons behind the feedback, learning from it, and taking proactive measures, you can minimize negative feedback and create a more positive selling experience on Amazon.
How to Remove a Review on Amazon?
Just like feedback on Amazon, reviews also have a significant impact on a seller’s reputation. When you find a review that violates Amazon’s guidelines or seems unfair, it’s crucial to know how to delete a review on Amazon. Here’s a concise guide on how to remove a review on Amazon.
How to check my Amazon Reviews: 2 ways for sellers
If you wonder how to see your review on Amazon, there are two easy methods you can follow:
- Visit Your Product Pages on the marketplace: Choose the products you want to see reviews on. Click on ratings and select See all customer reviews.
- Check Amazon reviews on Amazon Seller Center: Go to the Brands Menu. Look for Customer Reviews to view your Amazon reviews.
How to remove an Amazon review?
If you want to Delete Amazon reviews that negatively affect your store, here are 2 ways you can do so. They are quite similar to how to remove negative feedback on Amazon.
- Contact Amazon support to remove Amazon review: In case you believe that the review violates Amazon’s guidelines, you can request Amazon to remove it from the platform.
- Contact buyers: You can directly contact customers and find a solution to address the issue. Doing so can minimize the impact on the seller’s and product’s reputation.
How to edit a review on Amazon?
If your customer changes their mind and asks you: where can I view my Amazon reviews? Or how can I edit or delete my reviews on Amazon, you can show them these steps:
- Access Your Profile.
- Locate the review you wish to alter within the Community Activity section.
- Choose to edit Amazon review or delete review on Amazon.
How to get reviews on Amazon?
To obtain positive reviews on Amazon, consider the following:
- Offer exceptional customer service and products.
- Utilize Amazon’s Request a review feature.
- Join the Vine program, and create an email list to promote their products and get reviews.
Remove Negative Feedback on Amazon: FAQs
- Can I remove negative feedback on Amazon?
As a seller on Amazon, you can request the removal of negative feedback from your account. However, Amazon has strict guidelines for feedback removal, and not all requests will be granted.
- What are some valid reasons to request feedback removal?
Before learning steps on how to remove negative feedback on Amazon, you should know what some valid reasons for requesting feedback removal are. They include:
- The feedback contains offensive language or personal information
- The feedback is a product review, not a seller review
- The feedback is promotional content by competitors
- The feedback includes personal information
- The feedback has infringed on the intellectual property rights
- The feedback complaints about prices
- What kind of supporting evidence should I provide for feedback removal?
When submitting a request for feedback removal, providing as much supporting evidence as possible is essential. This may include screenshots of the feedback, communication between the seller and customer, and order details. Any evidence supporting your claim that the feedback violates Amazon’s policies or guidelines can be helpful.
- How long does it take for Amazon to review a feedback removal request?
The time it takes for Amazon to review a feedback removal request can vary. It can take a few days, or even several weeks. You should be patient and ready to provide any additional information or evidence that Amazon requests during the review process.
Conclusion
In conclusion, managing negative feedback on Amazon is crucial for maintaining a positive seller reputation. By understanding Amazon’s feedback removal policies, sellers can effectively address and resolve feedback issues. It is essential to adhere to Amazon’s guidelines, engage with buyers professionally, and take proactive measures to minimize negative feedback.
By following this guide on how to remove negative feedback on Amazon, sellers can safeguard their reputation and enhance customer satisfaction on the platform.
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