For e-commerce platforms, malicious negative reviews will have a very serious impact on stores or products. Especially for some small and medium-sized stores. In addition, the Amazon platform will also ban stores with poor reviews, and the most important thing is that it will lead to a decline in sales. Bad reviews are the same for every Amazon seller, but if you learn how to handle bad reviews correctly, you can minimize the impact of bad reviews on product sales.
1. We need to know which bad reviews can be deleted
1. The comments contain vulgar or insulting words.
2. The comments contain any promotional content, such as notes or links to other sellers’ malls.
3. The comments contain the seller’s private information, such as email addresses, names, phone numbers, etc.
4. The comments describe logistics or order services that are not related to the product.
5. All comments are product reviews, and do not mention the seller’s service.
2. For such bad reviews, we can complain to the Amazon platform, and there are three ways to complain.
1. There is a “report abuse” button. If such a bad review appears, just click here.
2. The method of opening a case in the background is also applicable to “malicious bad reviews” that violate the rules. The way to open a case is also very simple. Just select “Help＞Get support＞Selling on Amazon＞product reviews” in the background. Then, on the page on the right, fill in the details of the review you applied to delete.
3. Email the Amazon team. This method may not necessarily be resolved. Many sellers received a reply after sending an email. There are also many sellers who basically have no news after sending an email.
3. What should sellers do if they encounter bad reviews in non-above circumstances?
1. Contact customer service. When encountering bad reviews, sellers can contact customer service as soon as possible and click Report abuse under the review. Regardless of whether the deletion is successful or not, this step still needs to be done. Especially in the case of suspected fraud and malicious bad reviews in the buyer’s background, the seller can contact Amazon customer service to complain. When contacting customer service, remember to provide sufficient evidence, so that the chances of success will be greater.
2. Contact the buyer to apologize. First of all, the easiest way is to apologize. Generally speaking, after receiving a bad review, the seller needs to analyze the reasons for the bad review based on the content of the bad review. If the content of the bad review is indeed caused by their own reasons, the seller must contact the customer at the first time. The seller can provide solutions for the buyer, pay attention to the attitude of words, and communicate honestly with the customer. If the customer agrees to delete their bad reviews, the seller should also send a message to thank them.
3. Dilute the bad reviews. Appropriately increase the good reviews. If the customer service and the buyer cannot delete the bad reviews for you, the seller can appropriately increase the comments to make up for the bad reviews to dilute the bad effects of the bad reviews. But also pay attention to finding safe ways to increase reviews, such as Facebook groups, etc.
4. Reduce product prices. When a product has bad reviews, sales tend to decline. Therefore, if the product price can be reduced, the conversion rate will also increase through low price stabilization and increase order volume, so that future sales The quantity will not be affected too much.
5. Pay attention to product quality. High-quality product quality is the most effective way to deal with negative reviews. Where does your product need to be improved, and in what aspects do you need to improve your product. If you can do this, you can analyze the negative reviews of similar products before the product is put on the shelves, and pay attention to the improvement of your own products. This will definitely attract more customers to buy, because truly high-quality products have almost no negative reviews.
The above are several ways to deal with negative reviews. Sellers who are still worried about negative reviews may wish to try them. For nonsensical negative reviews, you can report them. For others, you still need to communicate with customers in a friendly manner, solve buyers’ problems, and improve product quality.