4 steps for removing negative seller feedback on Amazon
As the savvy Amazon Seller is well aware, ensuring you win the Buy Box makes all the difference. Successful Amazon sellers win the Buy Box regularly, and many of us are left wondering exactly how are they doing that. There are several ways to ensuring you make it into the box, and one of which is removing negative seller feedback on your Amazon account.
Less negative feedback tells Amazon you are a high-quality seller and have a stellar reputation. They will be falling over themselves to feature you, and the algorithm that governs the mighty Buy Box is far more likely to feature your stock. Between 70 and 80% of Amazon sales happen via the Buy Box; do not underestimate the importance of removing negative seller feedback!
Keeping your feedback at a 100% positive rate takes effort, but it is achievable.
Round down when selecting product condition
When assessing the condition of the items you’re selling always round down, never up. If you think the quality of a book you’re selling is between good and great, round down. List the book as being in good condition. Buyers are extremely picky. If they believe they’re ordering a book that’s in very good condition, and the book that turns up doesn’t meet their exacting standards of what constitutes ‘very good’, you’re in for some negative feedback. Play it safe. People rate things differently. One man’s good is another man’s great, one woman’s good is another woman’s acceptable.
There is an added bonus to this tactic – not only does it safeguard against disappointment, but it vastly increases your chances of pleasantly surprising customers with an item in better condition than they were expecting. This will lead to positive feedback!
Carefully consider the ‘acceptable’ items
If you have items in stock that you need to list as ‘acceptable’, question whether or not you should be selling them at all. As we pointed out in the last tip, not everyone will measure the quality of products by the same yardstick you’re using. You may consider an item acceptable, but not everyone will. You might try to get around this by providing detailed descriptions of the exact condition of the product, but remember, not everyone reads those descriptions. Many people look at the listed condition and nothing else. Those that do check the details don’t always remember them. If an item turns up on their doorstep that has more damage than they envisaged, they’re unlikely to go back in and check if you warned them about it. They’re far more likely to go straight for the negative feedback.
Act swiftly when you receive unfair negative feedback
Negative feedback is inevitable. No seller is perfect, and there will always be nitpickers, price quibbles, product reviews (rather than seller feedback), and unfair negative feedback. Although it’s against Amazon policy for seller feedback to include anything relating to price or product reviews, it does happen.
The key is to act swiftly. As soon as the unfair negative feedback has been left, open a ticket through Seller Support asking that they remove it. Be sure to state that the reason you’re asking is that it violates their feedback guidelines. Limit your words when describing the reasons why the feedback violates their guidelines. Longer explanations are more likely to be ignored – staff will skip most of your message and decide based on your opening words, or simply deny the request.
Be concise and keep it simple. They’re very busy, so the more you can facilitate them handling things quickly, the more kindly they will look on your request.
Be careful and respectful in your response to genuine negative feedback
Every now and then you’re going to screw up. There will be negative feedback left on your account that is genuine and perfectly fair. Don’t ask Amazon to remove it – it’s not up to them to clean up your mess. They won’t be able to do anything anyway, however, the customer who left the feedback can.
Send the buyer a friendly, polite, professional email. Express your regret that they’ve had a bad experience and apologise unequivocally for your mistake. Thank them for bringing the problem to your attention and assure them you will be rectifying the issue immediately. Then ask if there is anything you can do to make it up to them.
Stress that customer satisfaction is your priority, and if it’s at all possible to compensate them for the mistake you will. You might offer them a partial or full refund, a replacement product, or even an Amazon gift card.
They’re most likely to accept the gift card. Ensure they get it immediately and do not, under any circumstances, ask them to remove their negative feedback.
Wait a few days after sending the gift card, then email again to check they’re satisfied with the solution you have found. Once again stress that customer satisfaction is your priority and that you hope the solution you found was to their satisfaction. You may then very politely and gently point out that feedback is extremely important for your business, and ask if they might be able to update their feedback to reflect their current level of satisfaction.
Don’t ask them to remove the negative feedback. A lot of them will if left to their own devices, others will update it. Under no circumstances allow any gift cards given to be seen as payment for the removal of their feedback. Do not even mention them both in one sentence. They are separate issues and should be discussed separately. Amazon have strict policies concerning offering gift cards in exchange for the removal of negative feedback. Do not view their compensation as ‘payment’ for removing the feedback. It is simply good customer service. If they feel your solution merits removal of the negative feedback, all the better, but if not, let it go.
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