We’ve all been there. You’ve sold an item, shipped it quickly and confirmed that the customer received it. A dream transaction, right? Wrong. A few days go by and instead of receiving positive feedbackA performance rating on a scale of 1 to … More that mentions how quickly the product arrived or the security of your packing and shipping materials, you see a new negative feedback. What could the problem be?
Instead of seeing a complaint about the quality of your service, there’s something like, “what a boring book,” “I wish I had bought Caddyshack not Caddyshack 2” or something totally out of left field like, “My son bought this on my Amazon account. He’s in big trouble!” Don’t laugh, that last one is an actual feedback left on an order!
Negative feedback can have a hugely negative impact on your business and in these cases, it’s just not your fault.
Luckily, you can request that Amazon remove these kinds of feedbacks, as long as they fall within their guidelines. To request removal of feedback, from Seller CentralAmazon Seller Central is a portal or a h… More, navigate to Help > Contact Seller Support > Orders > Customer Feedback Problems. Briefly explain why you think the feedback should be removed and put the Order Number in the box below. It’s that simple and it really works. I’ve used it myself!
If you’re an FBA seller, there’s another situation where you can have negative feedback removed or amended. If the feedback you receive mentions only problems regarding the fulfillment of the item, for example, problems with shipping or packaging, then it can be removed.
If that’s only part of the feedback, then it won’t be removed, but a line will appear through the rating and the statement, “This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience” will be added.
What are your experiences getting feedback removed? Has Amazon ever denied a request that you thought was legitimate? More questions about what to do about irrelevant and unfair feedback? Leave a comment here or get in touch on Twitter, @SellerEngine.
25 Responses
JD Aspinall,
I have contacted Amazon recently about having a product review removed from my feedback. The guy that I spoke to (over the phone) told me that it should be removed within two business days. Over a week has passed now and the feedback is still there.
Is there anything that I can do to remedy this?
Thank you,
Stephen
Yes! Call back on Monday and ask again. Be polite but firm! You’ll usually be able to get someone to help you out eventually. Don’t give up!
-Paul
Getting customers to leave feedback is hard enough. But there’s nothing more frustrating than receiving negative feedback – especially if the review is about the product itself and not the quality of service. Thankfully, Amazon will remove the feedback in certain situations (e.g. if the feedback is a product review). You make a good point about the impact that negative feedback can have on your ability to sell on Amazon. I think many merchants overlook this fact and fail to take action when negative feedback is received – resulting in a damaged reputation and lost sales. I came across a free whitepaper that is pretty helpful at providing additional tips for dealing with negative feedback. It does a good job of highlighting the importance of having a good feedback score. How to Get Bad Feedback Removed
Thanks! This helped me easily navigate the steps to request a removal.
You’re welcome! Glad we could help!
I received bad feedback from a Customer that Complained that her parcel was returned and shipped back to us. When we saw the feedback comment we emailed her an apology (even know it was her fault because she didn’t include her apt number in her address on the first shipment but conveniently included it in her negative feedback comment) so we shipped her another order right out the same day as her posting. Now we were out $12.00 for the second shipment which we expedited to her because that’s how take care of our Customers. We also followed the parcel to make sure it arrived OK and we followed up with an email to make sure everything was ok with this shipment and of course we kindly asked her to remove the bad feedback with no reply no thanks and no negative feedback removal.
Sorry to hear you didn’t have a good experience with that customer 🙁
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I got one removed from my book a month ago. I complained and raised all kinds of hell lol. The guy never even read my book! Which apparently isn’t a requirement to leave a review according to Amazon. There are services out there that will attempt to remove negative reviews like at hugeorange.com. They get it voted down and flag it repeatedly. They also bug Amazon and get them to cross check IP addresses to competitors etc. I got it removed myself but it took a ton of work. Worth a shot for others.
Thanks for sharing that with us!
-Maria
Can you please tell me what you did or who you contacted to get rid of the negative review? I’ve been through utter Hell since a bad review was left on my book, despite all of the positive reviews. I went round and round with Amazon until they ultimately said they would ignore all future emails, which is crazy to me.
In a nutshell, another author left the review and it wasn’t because the book was bad. It was because her book wasn’t doing so well and she saw me as a competitor for some weird reason. Our books are two completely different books, but they both fell in the same genre/category. I don’t want to be redundant, so if you want to know more details about what happened, it’s in the comments of this blog. If you could please tell me what you did, I would greatly appreciate it! I could really use the help!
Thanks!
Angela
Thanks for posting this article. I wish it were that simple for me. Unfortunately, I’ve had no luck getting Amazon to remove a negative review…. even though it went against Amazon’s own guidelines and terms.
Someone who is an author with a book in the same genre/category as my book left a 2 star review, along with comments like “The author was arrogant” and “Save your money and look stuff up on Google”. When nothing on Google even relates to my book. She tried to sound like she was being honest about her review, but there was nothing honest about it, especially when I’ve had so many other great reviews from complete strangers who loved my book.
When I emailed Amazon about it, they said that it didn’t violate their guidelines. I even quoted their own guidelines to them…
“Not Allowed – Sentiments by or on behalf of a person or company with a financial interest in the product or a directly competing product (including reviews by publishers, manufacturers, or third-party merchants selling the product)”
…which can be found at this Amazon link: http://www.Amazon.com/gp/community-help/customer-reviews-guidelines
…but they didn’t seem to care.
They gave me no real reason why the review should stay. They also told me they would ignore all future requests from me. That was a major turn off for me. I know they are busy with millions of authors and readers, but I don’t feel like I can ever contact them again, nor can I trust them because of this episode.
It was very discouraging because as soon as the review was left, my sales plummeted and haven’t recovered since. I’m having to work that much harder just to make very very little off of a book that took me over 3 excruciating years to create.
Thank you for your comment. Amazon can be difficult like that sometimes, however one negative review can’t have been the reason for a severe sale drop in itself. You can check the number of page views under the Business Reports section in Seller Central, to see how many views the item gets and how many of them convert into actual sales (and what the evolution in time was). But anyway, one option to counterbalance the effects of any negative review is to use Amazon Top Reviewers and hence encourage more reviewers to post their thoughts on the item in question. Hope this helps.
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I sold an item, which is original, customer comes back and says its fake can I get that feedback removed, Amazon requested to send proof of purchased which I did and they reinstated that listing?
Hi Ariana,
I’m sorry to hear Amazon shut down your listing. You should soon receive an email from me about it, we might be able to help you.
Maria
SellerEngine Services
Dear Seller Engine,
So happy to find this site, clearly there are a lot of people outside are looking for a solution to this problem and I’m not alone!
Not sure if you’re still working for Amazon, we’ve a similar situation! It’s really unfair to see they leave such nasty review for a a book! I’m sure they even haven’t read the book! Few days after the book got published someone wrote this review, I looked to her buying list from Amazon, our book was the only book she got from Amazon and the rest of things were toys and jewellery!
Please email me so I can share the details with you and you can advise how we could resolve this issue.
Thank you,
Susan
Hi Susan,
Thank you for writing in and for following our blog.
Our Services team will contact you shortly via e-mail to discuss the details of this situation and offer you guidance.
Thank you,
Julia
SellerEngine Team
Thanks for finally writing about >Removing Unfair Feedback from your Amazon account <Liked it!
Contacting seller support seems to take a lot more time in 2018. It seems like the larger they grow the less they support the people helping them grow.
Thanks for your comment. Yes, we’ve been hearing this a lot, especially in the last few weeks. It seems as Amazon gears up for the holiday season they’ve been taking longer to respond to inquiries. We’re not sure what they’re doing to improve the experience for sellers, but we have hope that it will get better in 2019.
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