Remove Negative Seller Feedback on Amazon in 5 Simple Steps
“Sticks and stones may break my bones, but words will never hurt me.”
You may have learned this at a young age, but now that you’re an FBA seller, you know better.
Even if you have great products in your inventory and have done everything perfectly to optimize Amazon’s listing metrics, negative seller feedback will make it as though none of that hard work ever happened.
The good news is that you’re not helpless in this situation. Putting up with complications like FBA refund reimbursements takes enough out of your bottom line. Don’t let something like negative seller feedback make things even harder.
Instead, just follow the five simple steps below to have negative seller feedback removed.
1. Check for Personally Identifiable Language
These first two steps are really easy. You literally just have to check for any language that Amazon strictly prohibits from their seller feedback.
The first one is personally identifiable language. Buyers can’t leave feedback that could be used to contact you. This would include such things as your:
- Full Name
- Email Address
- Home Address
- Telephone Number
If someone could read a review and contact you because of it, Amazon will remove it for you.
2. Check for Profane Language
Similarly, Amazon has a zero tolerance policy for profane language. We’ll skip the examples here, but sufficed to say, if you wouldn’t want to read the review in front of your mother, Amazon will probably get rid of it.
Remember, Amazon is all about their customers’ experiences. They don’t want customers to leave their site because of seller feedback – even an otherwise helpful one – that contains obscene language.
Use this to your advantage as much as possible when it comes to seller feedback. Keep in mind, too, that just because expletives aren’t used doesn’t necessarily mean the feedback is any more appropriate.
3. Confirm the Feedback Is Actually About Something You Did
Sell through FBA long enough and you’ll realize that even Amazon – a company that’s respected all over the world – is capable of making some pretty big mistakes.
FBA refund reimbursements are a perfect example of this. Amazon automatically refunds a customer’s purchase the moment one is requested, but that doesn’t necessarily mean you get your product back. Savvy sellers know they need to check for this themselves and request a reimbursement when necessary.
Much like FBA refund reimbursements, prohibited seller feedback has become one of those things sellers simply need to address on their own. Amazon can’t always be relied upon to do so.
Case in point: buyers aren’t supposed to leave negative feedback about a buyer when the problem has something to do with fulfillment or customer service.
Those two things are squarely in Amazon’s hands. They’re why you use FBA in the first place. Therefore, if the customer doesn’t get their order on time or they are unhappy with Amazon’s customer service, you can have their feedback removed if they blame you.
4. “Is This Actually a Product Review?”
Similarly, when you read any negative seller feedback, ask yourself if it’s really a product review.
The buyer may be unhappy because the movie they bought wasn’t as good as they had hoped. Their new juicer may be louder than they had imagined.
Whatever the case, these things aren’t your fault, so you can contact Amazon to have the negative feedback addressed.
It’s not even that the buyer’s comments are invalid. It’s that Amazon already gives them a place to voice them: on their product review page. That’s where they want to keep them.
Again, this is also a good time to look into FBA refund reimbursements. If these reviews are linked to a return, make sure you come back later to check that either you’ve received your money back or Amazon has reimbursed you.
5. Approach the Buyer
Sometimes, you’ll receive negative seller feedback on Amazon that doesn’t fall into one of the above categories.
Maybe something really was your fault or maybe the customer isn’t necessarily being fair, but they aren’t breaking any of Amazon’s rules.
If this happens, it’s time to contact the buyer. You have 60 days from the date they left their feedback to get it removed, so start early. That may seem like a lot of time, but you can’t control how long it takes for them to get back to you, plus plenty of other things will most likely fill up your calendar, too.
Contact them right away and try to better understand their issue. Even if you 100% believe they’re wrong in the assessment of the situation, resist the temptation to be accusatory. That’s not going to help.
Lend the buyer a sympathetic ear. You may even want to apologize.
What you absolutely cannot do is offer them some sort of compensation to change their seller feedback.
For example, a lot of sellers promise buyers a refund if they’ll just go back and amend their review. Amazon will suspend your account if you’re caught doing this, so it’s not remotely worth it.
Instead, do everything you can to win over the buyer. Once you do, you can ask them to consider amending or removing their feedback. Amazon actually has instructions for removing third-party seller feedback right on their site, too, so you can send them the link to make it as easy as possible for them to comply.
How to Resolve Negative Seller Feedback
If you receive negative seller feedback that falls into one of the first four categories, you’ll be the one doing the removing – or, at least, requesting the removing. Here’s a quick primer on how to do it: Head over to the Help section of your seller account and find the Contact Seller Support Button. From there, click on Orders and then Customer Feedback Problems.
You’ll have to fill out a form explaining why you think the feedback should be removed. Be as specific as possible, but don’t write them a novel. Just get to the point by citing one of the above reasons.
Automate the Process of Removing Negative Seller Feedback on Amazon
Hopefully, the above doesn’t sound too difficult. Amazon really does care about its sellers and does its best to help them remove negative seller feedback whenever possible.
That being said, if you really plan to succeed as an Amazon FBA seller, you need to look into automating this process.
The more you sell, the more seller feedback you’re going to get. You most likely won’t have enough time to review all of them, either. You’ll be lucky if you have enough time to go over the negative ones.
Trying to address each and every one is a losing proposition. Even if you were able to get them all removed, the time commitment it would take would be far too detrimental to your bottom line.
This is why we invented Feedback Sentry.
As an FBA seller, you need to constantly source great products, package them up, send them to Amazon, keep an eye on your market, adjust your backend, and so much more.
It’s definitely worth it, but it’s not easy, either.
Our user-friendly product can make that aforementioned list a lot more manageable. 96% of the time, it’s successful at removing feedback between one and three stars.
That’s right – it even goes after neutral reviews. Those aren’t doing you any favors. In fact, they actually hurt your FBA reputation.
Even four-star reviews are targeted by our powerful software. It gets those removed 84% of the time.
Just going after one-star reviews would prove to be a huge time investment for most sellers. Can you imagine trying to improve every single review below five stars?
At the same time, can you imagine how much better your FBA rating would be if you almost never received anything but five stars?
Now, imagine getting those kinds of results by doing little more than clicking a button.
That’s just one of the products in our suite, too. We can help manage FBA refund reimbursements and damaged inventory, as well. Start using AMZSuite today and you’ll make more money in less time as an FBA seller.