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 feedback 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 Central, 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.