Third-Party Sellers cover around 50%, if not more, of the sales on Amazon marketplaces.
This year alone has added over a million new sellers. With this, it is inevitable that you might be selling the exact same thing that thousand others are offering.
So put yourself in the buyer’s shoes and think:
What is the most important factor that will make you pick a seller when there’s dozens of others selling the same product?
Yes, you’ve guessed it - the ratings.
Besides listing optimization, ratings are the most important factor that drives buyers to make their decision.
So if you are falling short on your ratings, then it will greatly affect your performance and will lead to your sales declining.
If you want to give your account the best opportunity to succeed, limiting negative feedback is crucial, so in this article, we will tackle the question of how to remove negative feedback on Amazon in order to to bump your performance and overall ranking.
Option 1:Remove Negative Feedback on Amazon Via Their Customer Support
This is probably the easier option when you want to remove those pesky negative comments on your account.
- If the review includes profane words or obscene language, you can easily have Amazon remove it right away.
- Another reason to get it instantly removed is if the seller’s personal information is revealed in the review. That includes full names, email addresses, or phone numbers.
- Lastly if the feedback is actually a product review and not about you as a seller, then it is eligible to be removed by Amazon. Remember that transaction feedback is about your services as a seller and that anything that’s product related should be left in the product review section.
How to request feedback removal by Amazon:
1
Go to Accounts Settings. Then click Orders, followed by Customer Feedback Problems.2
Write on the space provided why you believe that the comment should be removed. Hit send.3
If you’re successful, you should get a message from Amazon informing you that they have removed the negative entry.
Quicker feedback removal by Amazon for Professional Sellers:
1
Click on Contact Us then Selling on Amazon.2
Proceed to Your Account then Other Account Issues.3
You can now chat with someone and request for the review to be taken down.
With these in mind, it is now up to you to closely monitor your seller feedback and alert Amazon if there are any entries that fall among the mentioned categories.
Option 2:How to Ask Customer to Remove Negative Feedback on Amazon
If the feedback cannot be removed by Amazon, reach out to the buyer instead. Buyers are actually allowed to remove their seller feedback. But of course the tricky part is how to convince them to do so. And if you do decide to go this route, there are a few things to keep in mind.
- Be timely. It is important that you respond right away to show that you value theAmazon seller customer service. Aside from this, take note that the feedback must be removed within 60 days from the day it was posted. After this period, the feedback can no longer be removed.
- Be apologetic. Customers appreciate it if you show you care and take time to address the problem properly. This has proven to be very effective if you need to change their perspective on your account and ultimately remove their initial review.
- Don’t immediately ask for feedback removal. Again, you are aiming for a change of heart and no customer is going to feel better thinking you are just being nice because you want something in return. Wait till after you’ve remedied the situation to bring this request up.
- Don’t offer a refund in exchange for negative feedback removal. Amazon has rules against refunds for removal of negative feedback. Going against these might lead to your account being suspended, and you definitely don’t want that to happen. If you do compensate them, make sure that it is because of the hassle they experienced and make sure never to mention refund and feedback removal in the same context.
So with those precautions in mind, you are now ready to contact the buyer.
How to contact customer:
- Go to your Feedback Manager Page.
- Scroll down and click View Current Feedback.
- Click the Resolve button on the comment you want to resolve and you’ll be directed to the Resolving Negative Feedback page.
- Then click on the Contact Customer and type in your message.
When the customer does respond to your message, make an effort to understand their problem and do as much as possible to resolve their issue. After this is done, wait a few days and then follow up in a very polite way to ask if they could remove their negative feedback. Once they agree, they should simply follow the steps listed below.
Steps to remove negative feedback (as a customer):
1
Log in to your account in Amazon.com.2
Go to Your Submitted Feedback page and click the Remove button.3
State the reason for removal and click Remove.
However there will be times when the customer does not reply to your private message. When this happens, still put in effort to fix the issue to show your concern since this might change their mindset.
But what if even after all these efforts, there really is no response? As mentioned, there is a 60-day review removal period. After this, the feedback is there to stay. The only option you have is to give a direct response to the comment posted on Amazon’s site. That way, other potential buyers will see that you have made the effort to remedy a bad experience.
Can you also remove bad product reviews on Amazon?
Now if you’re wondering if you can do the same to product reviews, the answer is yes and no. Product reviews are also like seller feedback in which the following criteria is considered if you want Amazon to remove the reviews for you.
- Seller Feedback. If the review is of the service you’ve provided and not about the product itself, it can be removed from the product review section.
- Disrespectful or inappropriate reviews. Harassing or threatening comments may be grounds for abusive content. In this case, Amazon can definitely remove the review.
- Divulging personal information. The review can be removed if it invades privacy and reveals personally identifiable information such as addresses, phone numbers, and email addresses.
- One-word reviews. The ideal length for a product review is 75-500 words. The reason for this is to check if the buyer really tried and tested the product. With one-word reviews, there’s no way to know.
When requesting removal, you can either go toReport Abuseorcontact Seller Support. If you want to be thorough, then doing both won’t hurt. This being said, we understand that monitoring feedback and reviews can be a hassle... Especially if you don’t have a proper system in place, or if you’re the only one doing damage control. For this exact reason, we have decided to ease the burden and help you in dealing with difficulties such as removing negative feedback. For more details on how SellerPlex can help,
So in order to maintain the performance of your account, as well as the ranking of your products, keeping track of negative reviews is vital. And this doesn’t only apply to negative comments, but neutral ones as well - they hold down your ratings just as much as the former.
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