By Raj Aryan | Last Updated: August 30th 2017
Nobody wants to get negative feedback in e-commerce.
Receiving negative feedback on your Amazon seller account can affect your Buy Box percentage, sales, and profits as well.
But worry no more!
We will educate you on how to get the negative feedback removed.
First and foremost, there are some types of negative feedback which cannot be removed.
Amazon will only agree to remove feedback where the customer has included “personally identifiable information” or has used “obscene language.”
If an FBA service is negatively reviewed, Amazon won’t remove the original review.
Instead, they put a line through the rating and add a statement, “This product was fulfilled by Amazon, and we take responsibility for this fulfillment experience.’’
If the feedback is positive, but the customer accidentally gives a negative rating, you can contact the customer asking them for Amazon feedback removal request or to edit it.
Feedback given should be in regard to the service the customer gets and not a product review.
You can apply to have a negative feedback removed which is not based on the service you offered, for instance when a customer comments “The device was too hard to set up.”
Amazon has a separate section for the product reviews.
If the feedback is a mixture of product review of both the item sold and the service offered, then Amazon cannot remove it.
For instance, if the review says, ”The service offered was not as expected and the item was not as good as expected,” then theoretically, Amazon can’t remove the negative review.
If you’d like Amazon to remove a negative feedback, you can follow the following steps:
• Sign in to the Amazon Seller account.
• Go to the Contact Seller Support tab.
• Click orders, then click Customer Feedback Problems.
• Fill the form given by Amazon.
It is crucial to note that you cannot email a customer and ask them to remove their negative feedback in exchange for a refund.
This may result in suspension of your Amazon account.
Customers may choose remove a negative review retrospectively.
However, you have to follow the rules set by Amazon when asking customers to remove a negative feedback.
What this means is that you can’t give them a full or partial refund in exchange for removing their feedback.
You may contact the customer and try to resolve the issue they encountered.
If they got their order late, you may apologize and give a full refund or a partial refund for the shipping charges.
If the buyer responds politely, you can request them in humility to remove the negative feedback.
But, remember you should not connect your refund to the Amazon feedback removal.
You must not pressure customers into removing negative comments.
Feedback manipulation, quid-pro-quo agreements, and harassment are all violations of the strict policies of Amazon.
If the comment does not break the rules put in place by Amazon and if you do not hear the response of the customer after a certain period, then you can consider responding to the feedback.
You may apologize for failure to meet their expectations on this specific occasion and explain what you are doing to prevent it from occurring again in future.
Feedback from customers plays a crucial role when Amazon awards the Buy Box to a specific seller.
They calculate the average review rating based on the reviews received by the seller over the last one year.
If you have received a feedback rating of above 95 percent, your chances of receiving a good share of the Buy Box improves.
However, if you have received a rating of below 90 percent, then you may need to improve your selling practices.
Sellers need to have a formal process of collecting and managing reviews and long-term sellers need to continue collecting feedback.
Negative feedback may devastate your reputation and affect sales adversely if not correctly managed.
That is not the end of the road though.
Positive feedback improves sales on Amazon by making your feedback scores better and this encourages more customers to buy form you.
Positive feedback is important in influencing customers and assisting you to comply with buyer-centric marketplace policies and rules.
• Review score is a crucial Amazon Buy Box metric
• More than 90 percent of Amazon sales are driven through the Buy Box
• Positive review scores equate to a strategic placement in search results
• Positive reviews and excellent sales performance go hand in hand
Feedback Robot is an Amazon feedback software & innovative feedback management tool for Amazon and other marketplace sellers.
So, if you desire to receive more positive reviews on Amazon and exponentially increase your sales, try feedbackrobot.com today.
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