How to deal with negative reviews on Amazon and strategies to differentiate between Feedback and Review

On the Amazon platform, sellers often face negative reviews from customers. How to judge whether these negative reviews are malicious, how to properly handle negative reviews, and how to understand the difference between Feedback and Review are all key to the success of merchants. factor. This article will integrate all aspects of information to help sellers better deal with the challenge of negative reviews.

Determine whether the negative review is malicious

When sellers face negative reviews, they first need to determine the nature of these negative reviews, especially malicious negative reviews. Reviews with obviously offensive language, such as “Poor seller, don’t buy from this store”, “Liar, waste of money”, etc., are usually signs of malicious negative reviews. Sellers should check the user’s evaluation records. If the account leaves only one negative review or multiple negative reviews, especially for different merchants, it may mean that the buyer is not an ordinary customer, but a malicious competitor. attack.

When identifying possible competitors, sellers should consider the following factors:

1. Whether the buyer who left a negative review left a message in a competitor’s store.
2. Whether the current BSR ranking is better than the seller’s product ranking.
3. Whether the product being attacked is a competitor’s main product.
4. Whether the seller who left a negative review has an account background with high reviews.

How to deal with negative reviews

For feedback on GitHub and product pages (Differ Review and Feedback), sellers can handle it in a variety of ways.

Suggestions for handling Review

1. Communicate with buyers: Proactively contact customers who have left negative reviews to learn about specific issues and propose solutions. You can ask the customer to delete the negative review after the problem is resolved.
2. Request for removal: If the negative review is not related to the product problem, the seller can apply to Amazon to remove the review.
3. Report malicious comments: For malicious comments, sellers can click the “No” button under the comment “Was this review helpful to you?”. After the cumulative number reaches a certain number, the comment may be deleted. shield.

Suggestions for handling Feedback

1. Contact the buyer to delete the feedback: Communicate with the buyer in a friendly way and explain the resolution process in the hope that the buyer will delete the negative feedback.
2. Request Amazon to delete feedback: If the buyer refuses to delete the negative review, the seller can submit an appeal to Amazon. This requires operating in the seller’s backend and providing relevant information.

The difference between Feedback and Review

Understanding the difference between Feedback and Review can help sellers better optimize their products and services.

• Feedback: Mainly aimed at the customer shopping experience of the entire store, requiring buyers to leave comments after the order is completed. Its quality directly affects the ODR (order defect rate) of the seller’s account and is an important indicator for judging the health of the account.

• Review: A review specifically for the product. Any buyer who complies with Amazon’s rules can review the product. The quality of reviews directly affects the exposure and sales performance of the product.

Therefore, in operations, it is recommended that sellers pay attention to reviews, especially the review performance of a Listing, which can significantly affect consumers’ purchasing decisions.

Measures to avoid negative reviews

To reduce the occurrence of negative reviews, sellers should take proactive preventive measures, including:

1. Improve product information to ensure accuracy.
2. Improve the quality of after-sales service and respond to customer issues in a timely manner.
3. Use the system to automatically edit email templates to increase opportunities for customer feedback.

Summary

To sum up, sellers on Amazon need to be good at judging the nature of negative reviews, handle Reviews and Feedbacks appropriately, and take effective measures to prevent negative reviews. Through the above strategies, sellers can not only reduce negative impacts, but also improve the store’s overall score and sales performance.