What to do When You Get Negative Feedback on Amazon

As much as I enjoy selling on Amazon, there are still times when I get kind of frustrated with them. A shipment I’ve sent in may get lost in transit or perhaps it arrived at the Amazon warehouse completely broken or damaged. Then there’s the occasional little warnings from Amazon “your photos aren’t in compliance” or “you need to use these labels to ship your items to us — not those” (said in best Hermione Granger voice).

While all of these are unpleasant and can make for a bad day, I have to say the thing I hate worst, however, is when I discover that someone has left negative feedback on my account. Fortunately, getting Amazon to remove negative feedback is often easier than you think and in some cases you can get them to remove neutral comments as well.

You see, Amazon is very strict about their feedback rules. Unlike eBay where buyers can ding you on just about everything, Amazon says that feedback has to be a review of the customer service the buyer received and not a review of the product itself. Don’t get me wrong, they can leave a review of the item they purchased, but the review for the product has to be written on the product page, not in the seller’s feedback comments.

Now, before you think that I’ve misspoke, let me clarify that while I said removing the feedback can be easier, I don’t want you to think that it is possible to have all your negative feedback removed.

In fact, there are only four real reasons Amazon will consider. They are:

1.The feedback includes words commonly understood to be obscene or profane.

2.The feedback includes seller-specific personally identifiable information, such as e-mail addresses, full names, telephone numbers, etc.

3.The entire feedback comment is a product review, such as “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.” However, if the feedback comment is only partly a product review but ALSO contains feedback about the seller’s service, such as “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget,” then the feedback would NOT be removed.

4.The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon. Feedback reviewed and determined to be relating explicitly to fulfillment and customer service for an order fulfilled by Amazon will not be removed, but a line will appear through the rating and the statement, “This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience” will be added.

If your feedback doesn’t qualify for removal, do realize that all hope is still not lost. You can contact the buyer and ask them to remove it or you can add a response to the feedback and explain your side of things. Amazon also likes to tell sellers that in some cases, you may find it is just simpler to learn from the experience and let it go or as one of my friends likes to say “suck it up, Buttercup!” In those cases, Amazon believes that your good record will stand for itself and you should just move on.

If you would like to read more about Amazon’s feedback policy or need to know what steps to take to initiate the feedback removal, you can find the information in the Amazon help section.

This guest post was contributed by Kat Simpson. Kat is a trusted eCommerce author, speaker, educator, and entrepreneur. Kat Simpson has been a successful eCommerce merchant for over 10 years; is an eBay Education Specialist and Gold Level PowerSeller, as well as a successful Amazon merchant. Currently Kat is the hosts the popular weekly eCommerce Podcast That Kat Radio and an active Facebook Group ThatKat.

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