1. How to delete one-star and two-star feedback
One-star and two-star feedback will affect the ODR index, but both can be removed. There are two ways to remove: one is to contact the buyer to remove; the other is to directly ask Amazon to remove. Any feedback that does not comply with Amazon’s policy will be deleted by Amazon. The removed content includes:
① Contains obscene or profane terms;
② Contains the seller’s personal identification information (email address, full name or phone number);
③ The entire feedback review is a review of the product itself (if only part of the feedback review is a product review, and the rest contains feedback about the seller’s service, this feedback will not be deleted);
④ The entire feedback review is about the delivery of Amazon’s delivery orders or customer service. After review, feedback that is clearly related to the delivery and customer service of Amazon’s delivery orders will not be deleted, but a line will be added after the rating, and the following text will be displayed:
“This product is shipped by Amazon, so Amazon will be responsible for this delivery experience.”
⑤ The customer threatens to leave a bad review.
Open a case in the seller’s backend to apply for the removal of Feedback. It is best to choose the email method and fill in the order number in the remarks. The path to apply for the removal of Feedback: Get Support-Contact Us-Selling on amazon-My Issue Isn’tListed: Contact Support-Customers and Orders-Enter the Order ID and click Next-Customer Feedback Removal Request (see Figure 5.2).
2. The difference between Feedback and Review
There are three main differences between Feedback and Review.
①Feedback is an evaluation of the store’s services, and Review is an evaluation of the product itself. The two evaluation systems are independent. Feedback affects the store’s performance, while Review does not, but Review affects the conversion rate of Listing.
②Buyers who have certified purchases can leave Feedback and Review. Feedback can be evaluated within 90 days after receiving the goods and can be removed within 60 days, while Review can be left and modified at any time.
③Some buyers may write Feedback as Review, or Review as Feedback. If the seller feels that it is unreasonable, they can apply to Amazon to remove it. But whether it can be successfully removed depends on Amazon’s judgment.