Amazon Seller Manual: How to deal with negative reviews?

For global retailers, the Amazon platform provides an unprecedented transparent system and the most advanced logistics and delivery services.

However, the behavior of sellers is also subject to the platform's policies. At the same time, the platform provides buyers with many rights, especially the right to comment on products, which can almost determine the "life and death" of sellers.

According to data from Feedvisor, nearly 90% of customers will not consider buying a product with an average rating of less than 3 stars . Although this may seem incredible, it is actually not difficult to understand.

After all, most products sold on Amazon have numerous competitors. If, under equal conditions, one product has a higher rating, who would buy the lower-rated product?

Since customer reviews affect the conversion rate of Amazon listings, managing reviews is a compulsory course for every seller.

Amazon provides various conveniences for buyers, but it is not so friendly to sellers. Sellers are attacked for no reason due to some unwarranted negative product reviews. Due to the impact of negative reviews, sellers must learn to manage reviews and take product reviews seriously.

Here’s how to manage your Amazon reviews:

If possible, every seller would like all of their product lines to have 5-star reviews, but this is almost never the case.

If you occasionally receive a 3 star rating, find a way to get higher ratings to offset it so that your average rating remains at 4 or 5 stars.

But if you receive a rating below 3 stars (i.e. negative reviews), your overall rating will drop significantly. It can be difficult to deal with this situation, but it is not unsolvable. You need to stay positive and use some tricks.

Before you can improve your product’s average rating, you must first filter out the negative reviews . You can easily filter out the negative reviews by sorting the product reviews by the star rating on the product listing page.

Negative reviews can be divided into four main categories:

1) Quality complaints;

2) Logistics complaints;

3) Wrong review;

4) Abuse of comments.

Next, copy and paste all negative reviews (3 stars or less) and the username of the person who left the review into Excel.

Buyers who take the time to write a bad review and leave a low rating generally think that your product is not as good as described in the listing, or that your product is really low quality.

In either case, you should do your best to maintain the customer relationship by re-shipping the item or offering a refund .

In this case, it may be difficult to contact the customer directly, as there is no contact information such as phone number, email address, etc. in the user profile.

But in fact, one of the easiest ways to contact customers is to reply to them as soon as they post a negative review . If the negative review is left for too long, the chances of you contacting them will decrease, so please reply as soon as possible.

In addition, you can also contact customers through the messaging service in the seller backend .

After contacting the buyer, don't ask for money to delete the negative review right away. This will make people think that your positive reviews are bought.

Instead, try to fix the mistake first, then gently remind the customer how important the positive review is to you . If you’re lucky, the customer will be moved by your proactive attitude to solve the problem and eventually remove the negative review.

If you are an Amazon FBA seller and a customer leaves a bad review for your product due to logistics issues, this situation is quite unfair to you. Most customers do not realize that FBA sellers do not ship the products themselves, but rather outsource the logistics to Amazon. This means that if the product is damaged due to packaging errors or takes a long time to arrive, the customer will automatically assume that it is your fault.

In this case, the best thing to do is to respond immediately to the original negative review as described above and send a message to the buyer through the Seller Central. Briefly explain to them that FBA sellers are not responsible for shipping and demonstrate your excellent customer service .

Hopefully, this will be enough to get the customer to remove their negative review, but if that doesn’t work, you can contact Amazon through their Seller Central Help page to help you.

Occasionally, sellers will find negative reviews in product reviews that do not pertain to the product at all. This can happen when a customer's order includes multiple products and they accidentally mix up the product review pages. In this case, be sure to be thoughtful and contact the customer as soon as possible to remove the negative review.

Follow the steps above : reply to the buyer under the review, politely explain the situation, and contact the buyer through Seller Central. Then, click Seller Central Support > Customers and orders to ask Amazon for help.

It is no secret that there are many fake reviews on Amazon. In fact, fake reviews have been rampant for several years. However, under Amazon's severe crackdown, there has been some improvement in recent years, but the market environment is still not transparent enough.

If you are a victim of a fake review, click Report below the review to submit it to Amazon for processing.

As you can see, dealing with negative reviews on Amazon is not easy, but there are ways to do it.

When you encounter negative reviews, if it is your problem , let the customer see your proactive attitude in solving the problem.

If it is not your problem , don't get angry and submit it to Amazon as soon as possible.

The most important thing is that you should deal with negative reviews without delay. You should keep an eye on the comments section, find negative reviews in time, and find ways to remove them, otherwise negative reviews will affect your conversion rate and product ranking.