After a period of hard work, the seller’s store is on the right track. Unfortunately, due to lack of experience, it was still accidentally caught, and a certain product received a negative review, which was very anxious. You should know that negative reviews will reduce the seller’s chances of winning the Gold Shopping Cart (Buy Box), may cause Amazon to cancel the sales privileges, and even neutral reviews will damage the seller’s sales. Sellers need to find a way to solve this problem. Fortunately, Amazon sellers can handle negative feedback.
[Operation Tips]
1. If the buyer’s negative review violates Amazon’s regulations, you can apply to Amazon for removal.
Some negative reviews that do not comply with Amazon’s platform regulations can be applied for Amazon to remove, so that the seller’s rating can be maintained at a high level.
2. If the negative feedback does not meet Amazon’s removal conditions, please ask the buyer to remove it.
When receiving a negative review that does not meet Amazon’s removal conditions, the seller should actively communicate with the buyer. Because the buyer has the right to remove the seller’s evaluation. If you contact the buyer to understand the reason for leaving a negative review for the seller and politely ask them to remove the negative review, they may change their mind.
3. Contact the buyer to handle the negative review.
First, go to the “Feedback Manager” page, scroll down and click “View Current Feedback”; find the buyer’s comment you want to deal with, and then click the “Resolve” button to jump to the “Resolving Negative Feedback” page; click the yellow “Contact Customer” button; select a subject from the drop-down menu and enter the message; if you need to add receipts, files, etc., click the “Add Attachment” button. Click “Send Email” to send the message to the buyer.
4. Guide the buyer to delete the negative review.
If the buyer agrees to remove the negative review, you need to actively guide them on how to do it. You can let the buyer follow the steps below: First, log in to the buyer’s account and view the “Your Submitted Feedback” page. Find the order and click “View Order 5. If the buyer does not delete the negative review, you can respond directly below the review. If you send messages to the buyer again and again, but receive no response. In this case, your negative review cannot be removed by Amazon or the buyer, so the best thing to do is to respond directly below the buyer’s negative review. In this way, other buyers who see the negative review can also see your efforts to solve the problem. Make sure the response is professional and concise. To establish your professional image, there is no need to mention too many details in the response. Because the main readers of the response are other buyers, they do not know the details of the order. For example, “We are sorry that our service did not satisfy you. We have made improvements to ensure that similar incidents do not happen again.” Avoid using sarcastic or rash words. This may give other buyers the impression that you do not care about their feelings, causing you to lose some potential customers.