(Operational Tips) How to remove negative feedback from Amazon?

Types of feedback that can be deleted

The following 4 items are illegal review contents stipulated by Amazon:

1. Contains pornographic, obscene or abusive language.

2. Revealing the seller’s personally identifiable information. Amazon does not allow product reviews to contain Amazon sellers’ personally identifiable information.

3. Comment on the product in the feedback. Amazon stipulates that product reviews cannot be submitted as feedback.

4. If the negative feedback is related to orders fulfilled by Amazon or customer service, you can request to have the review removed. As mentioned above, FBA sellers are not responsible for any responsibilities that Amazon should fulfill.

How to delete non-compliant feedback

Step 1: Simply access your Amazon seller account.

Step 2: Next, visit the Amazon Seller Central page and select the “Performance” tab between “Reports” and “AppStore.”

Step 3: Scroll down to 'Recent Feedback'

Step 4: Find the negative feedback you want to remove.

Step 5: Find "Action" next to the relevant order ID on the right and click the drop-down menu.

Step 6: Select “Request Removal”

Step 7: Confirm that the feedback you received does in fact violate the guidelines so Amazon can determine to remove it.

Step 8: Enter the reason why you think Amazon should remove the feedback. Submit when you are finished.

  When a buyer posts negative feedback on Buyer Reviews, we recommend that you contact the buyer individually to resolve the issue. After resolving the buyer's issue, you can request that the buyer remove the feedback on the website. However, please remember that coercing or inducing buyers to remove negative feedback is a violation of the rules. To contact the buyer to resolve negative feedback, please follow the steps below:

1. In Customer Feedback, scroll down to View Current Feedback, find the review you want to resolve, and click the Resolve button. This will take you to the Resolving Negative Feedback page.

2. On the Resolving Negative Feedback page that appears, click the yellow Contact Customer button

3. Select a subject from the drop-down menu. In the Message area, type your message. Use the Add attachment button to attach receipts, supporting documents, etc. Click Send e-mail to send your message to the buyer.

If the buyer agrees to delete, the specific steps for the buyer to delete Facebook are as follows:

(1) Click on the front page to enter Your account

(2) In the Personalisation column of Your account interface, find Seller Feedback Submitted By You and click on it

(3) Find the corresponding order, click to enter, and then select the Remove button to move it.

PS: You can request buyers to remove feedback. However, you cannot induce buyers to provide or remove feedback.

If you try the second method and the buyer disagrees with the removal, you can use the "Reply" button to post a response to the buyer's feedback. This response will appear on the Amazon.com website. In your post, you can explain how you corrected the problem. Your response will not change the feedback rating, but other buyers will also be able to see your explanation when they see the buyer's feedback. When responding to negative feedback, please keep the comments short and professional. Even though the tone of the buyer's comments may be unfriendly at times, it will only backfire and reflect poorly on you if you respond in kind.

The specific steps are as follows:

1. In Customer Feedback, scroll down to View Current Feedback, find the comment you want to reply to, and click Respond.

2. Enter your response and click Submit

PS : However, when sellers publicly respond to negative feedback, they need to pay attention to the following:

1. Do not provide any private information about you or the buyer or payment information, (i.e. name, email, phone number, address, etc.).

2. Replying to a negative review will not affect your rating.

3. Once you submit your response, you can delete it but cannot change it.

4. Don’t ask questions or engage in conversations with customers, as they can’t respond to your public replies.

5. If the customer removes the feedback later, your reply will also be deleted.

Although you may be upset and angry when you receive a negative review, it is best not to get emotional when responding to it. It is important to apologize and reassure the customer when responding. Customers don't like businesses that come off as arrogant, and there are many other customers who may see your response.

Although it may be the customer's fault, you should still apologize first. Try to avoid replying with the same content or using a systematic reply that does not solve the problem. Be sincere and specific in your response to the customer's questions and explain what you will do to make future service better.