Getting negative feedback/review for an item on Amazon can be very disappointing for an Amazon seller. Because it can impact on your sales, profits, account health and Buy Box percentage as well. Especially when the feedback or review is untruthful, fake or intentional, it is heartbreaking for a seller on Amazon. In this article, today we will discuss how can we remove negative feedback and review.
Feedback:
Amazon has millions of sellers, who have to face so much regular competition. As a result, Amazon sellers must maintain a high feedback rating to distinguish themselves and stay successful. Without a good seller rating, you can’t build your buyer’s trust. By scanning feedback ratings on Amazon seller profiles, buyers quickly determine which seller is good and trustworthy. So to survive on Amazon you must have to maintain good seller feedback.
First of all, we need to know, how negative seller feedback can impact your Amazon account and sell:
1. Negative feedback can decrease your chances of winning the Buy Box.
2. Negative feedback could impact your Amazon selling. If you lose the Buy Box, definitely you will get an impact on sell.
3. Neutral Amazon feedback also hurts. Other buyers will be influenced to put low rating feedback.
Now if you have received negative feedback, don’t panic. There are several ways in which you can remove the feedback and restore your rating. The following is a guide to managing your Amazon feedback.
Well, first of all, Amazon will never remove all the negative feedback. Amazon will remove feedback where the buyers broke the policies of Amazon. Follow the below steps to remove negative feedback:
If the feedback violates Amazon guidelines:
Removing the negative seller feedback can be very easy if the buyer’s response breaks Amazon’s feedback rules. The Feedback that violates Amazon’s guidelines will be removed in a while by Amazon. Go to feedback manager, if you think the feedback is negative and brake the Amazon policy, just press on request removal
Here are Amazon’s rules about what counts as ineligible feedback:
Product reviews — Amazon allows customers to write product reviews on the product pages, so there’s no need for product reviews in seller feedback comments too. Transaction feedback has to be a review of the service the customer received from the seller, not a review of the product they ordered.
Promotional content — Any comments or links about other merchants or websites are considered inappropriate feedback.
Obscene or abusive language
Personal information — Amazon prohibits feedback that includes identification information of Amazon users.
*** Collected from the Amazon web page.
Again the products that are listed under the Fulfillment-by-Amazon (FBA) program also have some conditions for feedback removal. For the listing those are under the FBA program, Amazon takes care of a seller’s product storage, order packing, shipping, and customer service. As a result, Amazon takes all the care of those items’ negative feedback.
If feedback is ineligible for removal
If the feedback is not broken by any guidelines of Amazon, then there is only one way to get rid of it. “Reach out to the buyer”.
The buyers have the option to remove or rewrite their seller feedback. So, if you contact the buyer, try to understand and resolve their problems, and politely ask them to revoke their comments, they may have a change of their previous experience and the feedback as well.
Finally, if the buyer doesn’t remove feedback and confirm that your negative feedback won’t be removed by the buyer or Amazon, the best practice you can do is leave a direct response to the feedback on Amazon. This will help you when another buyer sees the negative feedback will also see that you made the effort to resolve the issue.
Please keep in mind some points when you will contact with the buyer
* Contact with them timely. Amazon will provide you a limited time frame.
* Say sorry. Take time to apologize, try to understand the buyer’s problem and issue with the order.
* Never offer buyers a refund in exchange for negative feedback removal. This is a violation of Amazon rules. If Amazon can understand it, your account will definitely be suspended.
* Don’t be hurry. Firstly resolve the issue of the buyer. Don’t ask for feedback removal immediately.
Review
Now we will discuss the two main ways of removing the negative reviews on Amazon. If you can contact the customer directly, this will be the best option. You can try to get them to revise or delete their review retrospectively.
If you don’t get any response from the customer, you can try to have the review deleted by Amazon. These two solutions are the most effective on Amazon. Let’s discuss in detail:
1. Ask the customer for revision or removal
Amazon allows customers to remove or modify their reviews. So you can request humbly the customers to edit/delete their review so the damage will be undone. Before that please solve the issue of your customer.
Best outcome chances:
** If there was a mistake by the customer in giving the rating. For example, the customer to write a positive review, but provide a 1-star rating.
** If the review is unjustified in obvious ways and you are successful to convince the customer.
** If you can resolve the issue for the bad review and get the customer’s satisfaction.
Don’t do this during communicating with customers:
** Never violate Amazon’s rules & guidelines.
** Never offer compensation.
** Never be rude and harsh.
** Never be in such a hurry.
2. Ask Amazon for Removal
You can try to have a product review deleted by Amazon if it does not comply with the review guidelines.
Comment Publicly
Finally, if you fail both in the mentioned ways, you can put a public comment under the review. By commenting on a negative review on the product page, you can give your opinion on the issue and put the review in the right light. Explain what measures you have taken to solve the problem or why there won’t be the same trouble in the future.
Thanks for reading. Hopefully, it will help you to work on Amazon. If you have any questions regarding this article, please feel free to contact us. We would be glad to give answers to your questions.
