For Amazon sellers, negative reviews are the most worrying thing in operations. When faced with negative reviews, either find a way to delete them or minimize the adverse effects they cause. Therefore, after receiving negative reviews, sellers must have a complete approach and method to minimize the negative impact as much as possible. When receiving a negative review, sellers can consider and respond from the following aspects.
1. Objectively analyze negative reviews
Negative reviews are inevitable, but just being anxious after receiving a negative review will not make the situation better. Therefore, the first thing to do after receiving a negative review is to calmly analyze the negative review, including the content of the negative review, the customer’s order, the address information of the customer who left the review, and the customer’s historical review record, etc. Through these analyses, you can roughly understand whether the negative review is caused by the customer’s dissatisfaction with the quality of the product and service, or it is just the customer’s own emotional catharsis, or it is a malicious negative review left by a competitor. Only by objective and comprehensive analysis can the authenticity of the evaluation content be identified.
2. Communicate sincerely with customers
Based on the analysis of negative reviews, if it is found that the customer is dissatisfied due to product quality, logistics timeliness or customer service communication, the seller must contact the customer as soon as possible, sincerely apologize to the customer, and provide an effective solution. If the customer is not satisfied with the quality of the product, you can give the customer a full refund or reissue. In the process of contacting the customer, the attitude must be sincere, and strive to gain the customer’s recognition and acceptance, so that you can persuade the customer to modify the negative review after solving the problem.
3. Apply to Amazon to delete the negative review
If the seller finds that the buyer is suspected of maliciously leaving a review during the analysis of the review, he must collect evidence from multiple sources and report it to Amazon customer service, using effective materials to convince Amazon customer service that the buyer is a bad buyer and that his review behavior is malicious. If the reporting materials are complete, Amazon customer service may remove the negative review after verification.
Some negative reviews that do not comply with the regulations of the Amazon platform can be applied to Amazon for removal. The reviews that do not comply with Amazon regulations are mainly the following.
· There are dirty words in the comments.
· The comments contain personal privacy information, such as name, phone number, email address, etc.
· Orders shipped through FBA are reported as poor delivery time or poor service attitude of the delivery personnel, etc.
· There are discriminatory language in the comments.
· There are malicious and guiding language in the comments.
4. Take the initiative and increase the evaluation appropriately
In actual operation, it is possible that there is no response after contacting the customer, and Amazon customer service also tells you “Sorry, we can’t help you remove the bad review.” In this case, appropriately increasing the evaluation is the most likely proactive and effective means to dilute the score drop caused by the bad review with more good reviews, thereby minimizing the negative impact.
5. Directly respond to the bad review
If the bad review does not meet the removal conditions of Amazon, and there is no response after contacting the customer, the seller can give a direct reply below the buyer’s bad review, so that other buyers who see the bad review can also see their efforts to solve the problem.