Bad reviews can be very destructive to a product or even a merchant. At worst, the product will not be sold, and at worst, the credibility of the merchant will be damaged. Many businesses have received negative reviews. Don’t be too frustrated or doubt yourself too much when you receive negative reviews. You should face it with a positive attitude and seek solutions.
1. Contact the buyer to remove the negative review
After receiving the negative review, the seller should proactively communicate with the buyer to understand the reason why the buyer left the negative review and strive for peace of mind. The buyer reaches an agreement and requests the buyer to remove the negative review. If buyers are willing to delete negative reviews, sellers should actively guide them on how to do so.
The seller enters the seller’s backend, enters “CustomerFeedback” through “PERFORMANCE”, finds the comment to be replied to, clicks “Respond” next to it, and enters “Resolving” Negative Feedback” page. Click the “Contact Customer” button on this page to enter the contact buyer page, set the email content, and then click the “Sende-mail” button.
2. Request Amazon to delete the negative review
If the buyer is responsible and the buyer is still unwilling to delete the negative review after communication, the seller can appeal to Amazon and request Amazon to help delete the negative review. Comment. If the seller’s request is approved, the impact of such feedback on the seller’s Feedback Rating and, subsequently, the seller’s Order Defect Rate (ODR) will be eliminated.
In addition, there are two situations where Amazon will not delete the negative review, but will provide an explanation for the negative review.
The entire feedback comment is about the delivery situation or customer service of the Amazon delivery order and will be determined after review. Feedback that clearly relates to delivery and customer service for Amazon-fulfilled orders will not be deleted but a line will be appended to the rating with the following text: “This item is fulfilled by Amazon, so Amazon will be responsible for the shipping experience.
The entire feedback comment is about the situation where the seller used the “Buy Shipping Preferences” to ship the order on time and the order was delayed or not received after review and was determined to be shipped using the “Buy Shipping Preferences”. Feedback that is clearly related to the order’s delivery status will not be deleted, but a line will be appended to the rating with the following text: “The delivery issues associated with this order were not caused by the seller.” The specific operation method for Amazon to apply for deletion of negative reviews is as follows:
Step 01 Enter the seller backend homepage and click the “Help” hyperlink in the upper right corner of the page.
Step02 In the pop-up window Click the “Contact Us” button in the dialog box
Step03 Enter the “Contactus” page, click the “Customers and orders” option in the list on the left, Enter the order number on the right and click the “Next” button.
Step04 Sellers can contact Amazon officials in three ways: mail (E-mail) phone (Phone) and Chat, you can choose flexibly. Select email contact, enter the reason for contact, problem and order number and other information.
Step05 Enter the seller’s contact email and phone number, and then click “Send”. )Click.