Maintaining a seller account on an e-commerce platform like Amazon literally is a challenging task. As far as negative feedback is concerned, then no one wants to receive it. However, it can be removed depending upon which kind of words has been used by customers. The article is a guide to managing your Amazon feedback.
How negative feedback impact your seller account?
Decreases your chances of winning the Buy Box
The Buy Box is the box on a product detail page that allows the customer to add the item to their shopping cart.
Multiple sellers can offer the same item, they often have to compete for their item to be positioned in the Buy Box. Winning the Buy Box is critical because every seller wants their offer to have the most visibility.
Puts your seller’s account at risk of being suspended or worse, banned
As a seller performance target, Amazon measures an Order Defect Rate (ODR), which is the percentage of your orders that have received negative feedback in addition to other poor customer reactions.
One and two-star ratings are considered negative feedback. According to Amazon, having an ODR above 1% could result in account deactivation.
To much negative feedback could result in suspension of your Amazon account.
Hurts Neutral Amazon feedback
Any customer feedback that’s 3 stars or less can be damaging to a seller’s profile.
That’s because Amazon doesn’t just measure seller feedback with an average 5-star rating. A seller’s profile also includes a percentage of positive ratings from the past 12 months.
How to remove negative feedback?
Sellers can use the particular time period to remove negative feedback.
1. Remove negative feedback by contacting customers:
Amazon allows you to contact your customers personally asking for reviews or insert a card along with the product to provide reviews.
Once you got negative feedback, don’t ignore it. First and foremost, read the feedback carefully to make sure that you know exactly what the buyer was unhappy about and, make sure that you address this in your message. Reach the customers soon and start to converse personally and apologize for the inconvenience. Buyers may remove negative feedback on how they felt comfortable when interacting with you. This will be the best way to decrease your negative feedback.
An easy way to overcome negative feedback is to increase your Positive Feedback and Ratings. The best way to achieve this is by giving the customer high-quality products with very good customer service.
2. Remove negative feedback by contacting Amazon:
Request removal from Amazon
Amazon understands that sometimes a buyer will leave feedback that wasn’t necessarily the sellers’ fault.
Amazon has a list of circumstances in which they will remove the negative feedback, if the feedback is removed it will also be removed from your overall score.
They will remove feedback under the following circumstances:
- The feedback includes words commonly understood to be obscene or profane
- The feedback includes seller-specific, personally identifiable information, including email address, full names or telephone numbers
- The entire feedback comment is a product review
Here are the steps:
- Login to your seller account.
- Choose performance, click feedback from the dropdown menu
- Identify the feedback that you want to remove
- Click the down arrow next to “Choose one” located in the Actions column
- Click Request removal
- Click Yes after confirming the negative feedback meets one of their removal requirements
But, keep in mind you can remove the feedback which is under amazon violation policies.
Response to feedback on Amazon
If you’ve been unsuccessful in asking Amazon to remove the feedback, you do have a chance, respond to feedback on Amazon. Within your response, explain clearly and politely that you were sorry to hear that the buyer wasn’t happy, that you don’t agree with the feedback and, that you attempted to resolve the situation with the buyer.
You can also add a little detail explaining why the feedback is unfair or untruthful. However tempting it may be, avoid the urge to be overly-defensive and, in absolutely no circumstances, be overly critical of the buyer.
And, that’s it. Receiving negative feedback doesn’t always have to be a bad thing. It could be an opportunity for you to improve an area of your business that you could do better in and provide a better customer experience. I hope the article will helpful for you. In the unfortunate case of the occasional negative feedback, following this guide above will help you to quickly resolve the situation and get back on track.
More Amazon Selling Strategies:
Reselling on Amazon – Thoughts from Amazon the former head
Amazon Brand Gating – An effective way to protect your brand
