Negative reviews can seriously affect the performance of Amazon stores, so you must handle them promptly after you find them.
First, determine whether the negative reviews left by buyers can be directly removed from Amazon through reasonable channels. The following negative reviews meet the platform requirements and can be directly removed from Amazon:
(1) Contains obscene or lewd words.
(2) Contains promotional content, such as notes or links to other sellers.
(3) Contains personal information, such as email addresses, full names, contact numbers, etc.
(4) The content is entirely about the product and does not mention the seller’s service.
Among the above situations, the fourth one is more common. Most negative feedback can be removed on the grounds of “product feedback”.
Another situation is that the negative review is caused by FBA delivery. After receiving the negative review, the seller can delete it on the grounds of “Amazon logistics feedback”. However, this negative review will not disappear completely. Amazon will draw a line on the negative review and add a sentence below: “This product is shipped by Amazon, and we will bear the corresponding responsibility.”
If it is not a negative review that can be directly removed through “appeal” as mentioned above, it is recommended that the seller communicate with the buyer in a timely manner to understand the reason and solve the buyer’s problem as much as possible. If the buyer cannot be contacted, the seller can directly click the “Reply” button on the web page, so that the seller’s reply can be directly displayed on Amazon’s website.
When seeing a negative review, the seller needs to have enough patience to reply to the buyer. In addition, the writing should be concise and clear. When replying, first express your apology and willingness to actively deal with it, and then sincerely thank the buyer for the opportunity to improve. At the same time, you can add some additional benefits or preferential conditions in the email. But remember, everything is on a voluntary basis, and strive for the buyer’s consent to actively help you cancel or modify the negative review.
The work of customer service is tedious and meticulous, but it is also crucial. At the same time, in the process of operating a store, sellers should always pay attention to the various performance indicators of the store, and use high-quality products and services to allow their stores to develop sustainably in a highly competitive environment.