How to delete negative feedback on Amazon? These 3 tips will help you avoid negative feedback

So, what is a negative review? Generally speaking, 1 star and 2 stars are considered negative reviews, 3 stars are considered neutral reviews, and 4 stars or 5 stars are considered positive reviews.

Some sellers may not know that the Order Defect Rate (ODR) is a key indicator to measure whether the seller can provide a good user experience. ODR mainly includes three parts: negative review rate, A-to-Z claim rate and credit card chargeback rate. Negative feedback (feedback or review) may cause sellers to lose sales, Amazon may remove your selling rights or even ban your account, so this article will explore in depth how to deal with negative feedback.

According to Amazon, sellers need to keep their ODR below 1% to sell on Amazon. If they fail to do so, they may be deprived of their right to sell on Amazon. However, there are 3 ways to delete negative feedback and protect your account.

Feedback Manager can provide you with customer reviews and opinions and help you remove negative reviews. You can also view seller rating indicators, including the specific number of feedback. To access Feedback Manager, navigate to "Feedback" under the "Performance" tab of your Seller Central account.

*Tip : For FBA sellers, Amazon is responsible for product warehousing, packaging, shipping, and customer service, so any negative reviews related to them can be removed by Amazon. However, for FBM sellers (shipping by themselves), the situation is different because FBM sellers are responsible.

On the Feedback Manager, you can see a list of customer feedback, dates, ratings, and a drop-down box for each feedback, which contains action options, including contacting the customer, posting a public reply, and requesting deletion. Note that each order user can only submit one feedback to prevent them from abusing the system.

If you choose to contact the customer who left a negative review, Amazon will prompt you to send an email to the buyer through the Buyer-Seller Messaging Service. Keep the email brief and professional. Also, do not try to bribe the buyer with coupons or money to get them to remove the negative review, as this is against Amazon policy.

Here’s an email template you can use to ask the buyer what kind of problem they’re having and make it clear that you’ll do your best to help solve it:

The best way to handle negative reviews is to ask customers directly why they are unhappy, and don't guess. Generally, you will get an answer and convince them to remove the negative review. This makes the buyer feel that their problem has been noticed and responded to. Be careful not to ask the customer to remove the review immediately! If you do this, you will make the customer think that you are only considering your own interests and not really wanting to solve their problem.

*Tip : If a customer responds asking for a refund or coupon, you can report the issue to Amazon and they will take care of it.

The second option is to respond publicly to customer questions. Potential customers will research your Amazon store before making a purchase decision. Responding publicly to negative reviews will give customers the impression that your store’s information is open and transparent.

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

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

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

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

• Don't ask questions or engage in conversation with customers, as they can't respond to your public replies.

• 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 sometimes it may be the customer's fault, you should still apologize first. Here is a simple template that you can use to respond to negative product-related feedback:

Try to avoid replying with the exact same content or using a systematic response that doesn't solve the problem. Be sincere and specific in your response to the customer's question and explain what you will do to make future service better.

The third option is to seek help from Amazon Seller Support and have them remove the negative review. If the negative review is a violation, Amazon will remove it immediately.

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

• Contains pornographic, obscene or abusive language.

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

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

• 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.

It's great to receive positive reviews, and it can give you a sense of satisfaction. Do you respond to these positive reviews? When you receive a compliment, at least say thank you to show your appreciation.

In addition to expressing gratitude, responding politely to positive reviews can improve the customer experience, foster customer loyalty, and build a better brand image for your business.

You can share these positive reviews with your team to thank them for their efforts and encourage them to keep up the good work. These positive reviews are also evidence of happy customers. You can take screenshots and share them on your social media to increase conversion rates and drive more sales.

Receiving a negative review doesn’t mean the sky is falling. While it’s important for sellers to maintain a high feedback rating, negative reviews also play an important role in helping you improve and grow your business.

Note that after receiving a negative review, you should carefully check whether the customer's review violates Amazon's regulations. If the review does not violate the rules, find a way to solve the problem and ask the customer to delete the negative feedback.

* Tip : When you find negative feedback, you should request deletion in time, because Amazon can only delete reviews within 90 days. If you send a request after 90 days, you will receive the following message: This review is more than 90 days old and cannot be deleted.

Text✎ Zhu Meiying/

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