You will eventually get a bad review if you are an Amazon seller. Getting bad advice, whether in business or in life, is never pleasant.
Based on the reviews you’ve received over the last 12 months, Amazon calculates your average customer rating. You will have a better chance of landing a spot in the elusive Buy Box if you have a feedback rating of more than 95% (preferably more than 98%). If your feedback rating is under 90%, you should reevaluate your selling strategies. Your account benefits when negative feedback is removed.
Regardless of whether they do so manually or with the use of an automated feedback solution, all sellers should have a proper process in place for gathering and managing feedback.
Removing Negative Feedback from Amazon
Below are some guidelines for deleting unfavorable Amazon reviews.
To start, not all unfavourable criticism can be removed. Comments containing “obscene language” or “personally identifying information” will be removed by Amazon. Since they should be added to the product review section in accordance with Amazon policies, a transaction feed that includes an Amazon product review can also be readily deleted from your feedback profile.
Finally, Amazon will update the feedback if the comment is purely about “fulfilment or customer support for an item fulfilled by Amazon.”
For instance, a line will show between the rating and the statement if an order is delivered late or is lost in route.
“We accept responsibility for this fulfillment experience because this item was fulfilled by Amazon.”
Amazon states that the transaction feedback from the buyer should solely speak to the services offered by the merchant. You must inform Amazon if you think you’ve received unfavourable feedback that includes a product review. Additionally, neutral feedback can affect your seller metrics and feedback rating, so it’s not simply negative feedback that needs to be deleted.
There are two ways to get rid of bad reviews on Amazon
1. Contacting Amazon to Remove Negative Feedback:
Create a new Seller Central support case.
Account settings > Orders > Problems with client feedback
Before sending the message, provide a comment stating that the feedback is a product evaluation and include some information while keeping it brief.
Regarding [order number], [buyer’s name] left a comment that I feel belongs in the product reviews section. Please take this out of my feedback profile.
The pertinent comment is as follows: [insert comment].
If you are successful, Amazon will reply to you with something like this:
A product may only be deleted if it has received specific customer feedback. This is accurately provided that the customer did not give a negative review for “Arrived on Time,” “Item as Described,” or “Customer Service.” The review won’t be taken down if the reviewer offers criticism for both the good and the service.
2. Contacting a Customer to Remove negative Feedback:
Negative feedback can also be retroactively removed by buyers. You must adhere to Amazon’s guidelines when requesting that customers delete a critical review. This implies that you are unable to give them a complete refund in exchange for removing their comment. If you do this, there’s a chance that Amazon will suspend your account.
You can speak with the customer and attempt to address their issue. You can apologise and provide a partial or full refund for any shipping costs if a purchase is delivered late. If you hear back from the client, you can kindly ask them to remove the unfavourable comments. You cannot, however, connect the refund to the deletion of reviews.
Sellers shouldn’t demand that consumers delete unfavourable feedback. Amazon’s standards forbid quid pro quo deals, abuse, and manipulation of customer feedback. If the unfavourable review does not contravene Amazon’s regulations and you have waited a reasonable amount of time without hearing back from a customer, you might want to think about responding to the comment.
You can apologise for not complying with their exceptions on this specific instance and describe the steps you are taking to stop it from happening in the future.
The following could be a sample message:
After making a purchase, customers have 90 days to offer comments. Within 60 days of publication, feedback must be withdrawn by Amazon or the buyer. After this time, feedback can no longer be deleted.
Reports’ “Manage your Rating and Feedback” section will show you your most recent feedback rating.
There are several things you can do as a merchant to safeguard your perfect feedback rating. You should always include correct product descriptions in your listings. If you are an FBA seller, this is not a concern, but make sure to send your things on schedule. Try to respond to messages from buyers within 24 hours if you receive them.
But if you do get a bad review, be sure to take the suggestions above to heart and react swiftly to have it taken down. Negative criticism isn’t always a terrible thing. It can be a chance for you to enhance a component of your company and offer a better consumer experience.