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Similar to How to Remove Negative Amazon Feedback in 3 Steps
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How to Remove Negative Amazon Feedback in 3 Steps
- 1. How to Remove Negative Feedback on Amazon
- 2. Amazon has over 2 million third-party sellers that cover more than half of its sales.
- 3. With this much competition, Amazon sellers must maintain a high feedback rating to distinguish themselves and stay successful.
- 4. Without a stellar rating, sellers can’t build Buyer Trust
- 5. But beyond buyer trust, there are unique rules about how negative seller feedback can impact Amazon sales specifically. Here are a few ways:
- 6. Negative feedback decreases your chances of winning the Buy Box.
- 7. Negative feedback could result in your Amazon selling privileges being revoked. As a seller performance target, Amazon measures an Order Defect Rate (ODR), which is the percentage of your orders that have received negative feedback in addition to other poor customer reactions. One and two star ratings are considered negative feedback. Amazon states that having an ODR above 1% could result in losing your seller privileges.
- 8. Neutral Amazon feedback also hurts. Any customer feedback that’s 3 stars or less can be damaging to a seller’s profile. Since Amazon only considers 4 and 5 star ratings to be positive, any feedback that’s 3 stars or less is no good.
- 9. Luckily, the process for handling damaging Amazon seller feedback is clear and doable for any type of seller. Here’s our 3-step guide to negative Amazon feedback removal:
- 10. If feedback violates Amazon guidelines, request removal 1
- 11. Getting rid of negative seller feedback can be as easy as checking whether the buyer’s response follows Amazon’s feedback rules.
- 12. Products that are listed under the Fulfillment-by-Amazon (FBA) program have even wider conditions for feedback removal. Under the FBA program, Amazon takes care of a seller’s product storage, order packing, shipping, and customer service. Since an FBA seller isn’t responsible for these duties, any negative FBA seller feedback that relates to these tasks will be removed by Amazon.
- 13. For non-FBA listings, negative feedback about product condition, shipping, and delivery will not be removed since non-FBA sellers are responsible for those tasks.
- 14. If feedback is ineligible for removal, reach out to the buyer. 2
- 15. Amazon gives buyers the power to remove their seller feedback. If you contact the buyer, resolve their problem, and politely ask that they revoke their comments, they may have a change of heart. A few Dos and Don’ts of this stage: If you’ve received negative feedback that doesn’t qualify for removal by Amazon, your next step should be reaching out to the buyer.
- 16. • Be timely with your response. Amazon gives customers 60 days after they leave seller feedback to remove their response. If you wait too long before reaching out to the buyer, you might miss that window of opportunity. • Apologize. It never hurts to say you’re sorry. Take the time to apologize, understand the buyer’s problem, and Do
- 17. • Offer buyers a refund in exchange for negative feedback removal. This is against Amazon’s rules and you can actually have your seller account suspended if you attempt such a scheme. • Immediately ask for feedback removal. Your initial message to the buyer should only include your apology and ideas for resolving the issue. Wait for their response before requesting feedback removal. Don’t
- 18. If you’d like to contact an individual buyer about negative feedback, you’ll need to go to your Feedback Manager page.
- 19. • Scroll down and click View Current Feedback. • Find the buyer comment that you want to resolve, and select the Resolve button. You will then be redirected to the Resolving Negative Feedback page. • Click the yellow Contact Customer button. • Select a subject from the drop-down menu. • Type your message. • If you want to include receipts, supporting documents, etc., use the Add Attachment button. • Click Send Email to send your message to the buyer. To respond, follow these steps:
- 20. If the buyer does respond, you should make your best effort to resolve their problem if it hasn’t been fixed already. Solving the issue will bring the customer back to your side, so you can then politely request feedback removal.
- 21. If the buyer does agree to remove their negative feedback, provide them with the following removal instructions: • Log into your Amazon.com account and visit the Your Submitted Feedback page. • Next to Your Submitted Feedback, select Remove.
- 22. • Indicate why you would like to remove the feedback. • Select Remove.
- 23. If the buyer doesn’t remove feedback, leave a response on Amazon’s site. 3
- 24. If it’s clear that your negative feedback won’t be removed by the buyer or Amazon, the best you can do is leave a direct response to the feedback on Amazon’s site — that way another buyer who sees the negative feedback will also see that you made the effort to resolve the issue.
- 25. • Scroll down and select View Current Feedback. • Find the feedback you want to respond to, and click Respond. • Enter your response. • Click Submit. To write an Amazon feedback response, go to your seller Feedback Manager and follow these steps:
- 26. • Keep your response professional, dignified, and short. You can maintain a respectable, professional image without going into too much detail. The main readers of your response will be buyers on your profile who are totally uninvolved in the order, so no need to be lengthy. Do
- 27. • Submit a cheeky or sarcastic response. You may think you’re being cute, but you’re really just giving buyers the impression that you don’t care about the customer’s frustration — giving all of these potential buyers good reason to not do business with you. Don’t
- 28. Getting rid of negative feedback step-by-step Does the buyer’s response violate Amazon seller feedback rules? Request feedback removal from Amazon directly. Why not?? Resolve the customer issue to the nest pf your ability. Politely ask the customer if theywould feel comfortable removing their feedback. Did they remove their feedback? Reach out to the buyer and apologize for the issue. Did the buyer respond? Did you resolve the buyer issue to the best of your ability? Congrats! Mission accomplished. Leave a response to the feedback on Amazon’s site to show that you’re sorry about the issue and won’t let it happen again. The best you can do is let other buyers know that you made the effort to resolve the issue. Yes No Yes Yes Yes No No No
- 29. The key is to not let negative feedback get you down when selling on Amazon. Take a deep breath and address feedback problems when they arise to improve your service, and your appeal, for future customers. Over the long term, a few negative ratings here and there won’t trip you up if you focus on improving your business and offering amazing customer service. With these goals in mind, sellers will have no trouble thriving in the Amazon marketplace. Negative feedback isn’t the end of the world.