If you are selling on Amazon, you certainly know for the fact that negative reviews are always annoying for Amazon sellers. Product reviews provided by customers who previously purchased products have become a major information source for customers regarding product quality. If you have an abundance of negative reviews, people are going to turn away from your product. In this post, we ‘ll look into possible ways for dealing with negative reviews on Amazon for your product.
Let’s start by taking a look at how negative reviews affect sales.
Effects of negative reviews
A review on Amazon is negative when it comes with three stars rating or less. Rating above 3 is normally considered positive by the Amazon users as it leaves a good impact on potential buyers.
When you get a negative review on Amazon, it will influence the overall rating of your products featured on Amazon. Negative reviews always drop the ranking of the product and cause damage to sales.
Irrespective of how many good ratings your products have acquired, most customers are only looking for negative reviews to get an understanding about potential problems they may face or experience with the product. It’s safe to say that reviews will impact your bottom line. That’s why you should develop a strategy for dealing with negative reviews.
Top tips to handle Negative Reviews
#1. Check the Review Carefully
Firstly, don’t panic when you saw a new 1-star review. Take a deep breath and read that review carefully and think about these 3 questions:
Is this review from your competitor or a real buyer?
What makes the buyer unsatisfied?
Did he/she say anything against Amazon’s Terms of Service?
#2. Respond to Negative Reviews
Once you spot a negative review, respond to it. But keep your brand identity in mind when doing so. You always want to be politically correct, think of the bigger picture and never pick a fight. You might never have noticed it before, but there’s a comment feature right below each review. You can use it to reach out to customers who left bad reviews.
- Begins with an apology for the dissatisfaction the customer feels after their experience.
- Reaffirm your commitment to customer service and add a link or email address so the customer can contact you privately.
#3. Contact the Reviewer
If the customer has gotten in touch after you responded to the review, now you have a chance to fix the problem. This could mean sending out a new product or even offering a refund. A couple of weeks after you’ve fixed the problem, follow up with the customer to check that they’re happy. If they are, ask them if they would mind changing their review to reflect that the problem has been solved.
However, if the customer did not respond, it can be difficult that you might want to contact the reviewer directly. For starters, if the reviewer is using a handle instead of his or her real name, you might have trouble even identifying the person.
If you make too much of an effort at learning the person’s true identity, you could come across as a stalker. If you do know the person’s real identity, it’s possible that you can identify the person on one or more social media channels. Then, you can reach out.
#4. Eliminate Negative Reviews
Of course, it’s not easy to get rid of bad reviews but it can be done. When you work with someone who left a bad review to remedy the situation, it’s possible that person can do one of two things:
- Update the bad review so that it’s better
- Remove the bad review completely
Of those two options, you want the customer to update the bad review. That way, your overall rating score will improve.
However, the customer might just decide to eliminate the bad review completely. That will lower your total number of reviews but give a boost to your overall score.
#5. Identify and Report Fake Reviews
Despite Amazon’s best effort to prevent users from cheating its review system, fake reviews are common. This, of course, is a huge challenge for honest sellers, so knowing how to spot and report a fake negative review is a must.
Here are the most common signs to look for:
- An unhappy customer writes several reviews for the same product
- A review is written by other sellers
- One-word or one-sentence reviews
- Advertisement or other promotional materials
- Emails addresses, numbers, or web links
- Too many grammar, spelling, and other errors
- Spiteful remarks
- Irrelevant and obscene content.
Amazon encourages sellers to report fake reviews, so monitor your reviews constantly and let them know if you think it’s falsified. If you see what you think is a bogus review, just click on “Report Abuse” and explain why you think it should be removed.
In general, you will get negative reviews on Amazon at some point, but you can take steps to make sure they hurt you as little as possible. We all know that the bottom line is good customer service. After you diffuse any bad situations, you need to make improvements so that you are actively pursuing customer satisfaction from both the angles of solving issues and making sure they never happen again.
More Amazon Selling Strategies