Buyers are unwilling to modify negative reviews. If negative reviews accumulate, the conversion rate of the listing will be affected, resulting in a decrease in the weight of the listing and orders, forming a vicious cycle, which will bring great pressure to the operation, so sellers must take some effective measures to reduce the negative impact of negative reviews.
1. Reply to negative reviews
Replying to negative reviews allows buyers to see the seller’s attitude. For example: The buyer mentioned in the comment that the mobile power bank he bought can only be charged to the second point and cannot be fully charged. I don’t know whether the display light is broken or it cannot be fully charged. The seller replied to this negative review, first expressed his apology, and then told the buyer that he could change a data cable to see if the data cable is broken. If not, he can contact the seller’s after-sales service, because this product has an 18-month warranty period, and told the customer the after-sales contact information. The seller’s reply is polite and thoughtful, which not only reduces the impact of negative reviews on the product, but also increases the buyer’s trust in the product, which is also helpful to improve the conversion rate. Therefore, it is also a good method for sellers to reply to negative reviews when the buyer is unwilling to modify the negative review.
2. Click Report Abuse to appeal
Amazon has strict requirements for the content of comments, so once the content of the comment violates Amazon’s regulations, sellers can click Report Abuse to report the buyer’s malicious comment behavior. For specific regulations on the content of buyer comments, sellers can log in to the backend and search for “Buyer Comment Creation Guide” in the help search box. Carefully study the Amazon Buyer Comment Creation Guide to find loopholes in the evaluation and remove the comments. Usually Amazon’s performance management team will do some processing based on the history of the buyer’s account and the relationship between the buyer’s accounts. But these comments will not necessarily be removed, after all, Amazon is not omnipotent. Sellers need to provide more information to help Amazon make judgments. Sellers cannot subjectively assume that a comment is a malicious comment, and Amazon will delete it. Amazon needs some evidence. If the seller suspects that a comment is left by a malicious buyer, then it is necessary to find the language loopholes in the comment and find where the comment is unreasonable or violates the policy. The more detailed the information provided by the seller, the easier it is for Amazon to judge. Only when there is enough evidence will Amazon delete malicious comments.
3. Click No for negative reviews
Click Yes for positive reviews to push positive reviews to the top, and click No for negative reviews to sink negative reviews. A rough study of some products of a certain seller found that the number of No and Yes comments would affect the ranking of reviews, but it is not absolute.
4. Accumulate more positive reviews and strive to maintain ratings
If the above methods are ineffective, sellers who want to control the negative review rate can increase sales by brushing orders, price reductions, discounts and promotions, thereby increasing the number of reviews and minimizing the impact of negative reviews on listings. At the same time, sellers should also improve packaging and upgrade product functions to get more positive reviews, thereby diluting the negative impact of negative reviews on listings. If the product itself has quality problems or the number of negative reviews is too high, it is recommended to remove it from the shelves, or withdraw it to overseas warehouses and re-label it.
5. Learn to summarize and reflect
Negative reviews often best reflect the quality of the product. Sellers can filter, summarize, and categorize negative reviews of products by period (week/month/quarter), summarize various problems and deficiencies of products, and adjust the copywriting of product pages to ensure that the actual product is consistent with the description, so as to ensure responsibility to buyers. Sellers can make specific improvements to products to meet buyers’ expectations for good products.