Will Amazon Remove Negative Feedback?
by Colleen Quattlebaum, on September 28, 2017
If you're a third-party merchant, it's probably a question that you've asked a time or two. So, what's the answer?
The short answer is: Yes, Amazon will remove certain kinds of feedback.
In this post, we'll explore what qualifies, what doesn't and what you should do.
Author's note: Before going any further, I'd recommend that you first familiarize yourself with the differences between seller feedback and product reviews. Click here to read our article, as they're easily confused.
What Amazon Will Consider Removing
Amazon.com, Inc. ("Amazon") does have a policy (click here to read it) for removing specific types of feedback. Amazon will only get involved if the feedback meets one or more of the following criteria:
The buyer includes some of your personal information (full name, phone, email or other private details) in the feedback comment. For example:
"John Smith is a terrible merchant and deserves to be kicked off of Amazon. Everyone should call and text his cell (ph. 555-1234) to complain. I feel sorry for his wife, Sherry, who also works there!"
The feedback is not actually seller feedback. Instead, it's entirely a product review. For example:
"The drone exploded immediately upon liftoff. What a total jip! I can't believe the manufacturer is allowed to keep making these things. Not safe."
The feedback contains profanity or obscenities. (No example needed - use your imagination.)
Also, if feedback is provided for an order fulfilled via the FBA service and is deemed (by Amazon, of course) to be about the services Amazon provided, the rating will be struck through (but not removed entirely). The star rating will have no impact on your overall feedback score, but you'll still see something like this on your seller feedback page:
"You shipped me the wrong wheel assembly. I ordered one with a 3/4" hub, but you sent me one with a 5/8" hub. Doesn't fit!"
This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience.
How to Ask Amazon to Remove Feedback
To request removal from Amazon, you'll first need to log into your Seller Central account. What happens next might vary, based on when you read this article. As we had recently pointed out, Amazon had centralized all removal requests into the Feedback Manager page. However, some sellers have since noticed that Amazon reverted the removal process to its former workflow. If you don't see a removal button on the Feedback Manager page, go to the "Contact Us" page in Seller Central. Click "Selling on Amazon" and then click "Customers and Orders." Click next and follow the instructions to complete the feedback removal request.
Depending on the time of year and representative that's assigned to you, Amazon's responsiveness may vary. It's therefore important to keep good notes. Our FeedbackFive platform makes it easy to take notes for each removal request. Keep track of submission dates, correspondence with Amazon and next steps.
What About Feedback that Amazon Won't Remove?
If Amazon denies your removal request, you can always try to work directly with the buyer. Amazon shoppers have up to 60 calendar days (from the time of leaving the rating) to remove feedback. (As an aside, unless the feedback is clearly a violation of Amazon's community guidelines, I would encourage you to work with the buyer as the first step - not as a last resort.)
Not sure how to systematize the removal process with customers? We've covered this topic at-length in other posts, but here's a quick refresher course:
- Stay on top of negative feedback by enabling FeedbackFive text and email alerts
- Don't just ask for removal right away - you should actually solve the problem!
- Confirm the customer is happy with your resolution
- Send a well-crafted feedback removal request
- Update your notes in FeedbackFive
Working directly with a dissatisfied customer can have several benefits. Of course, there's the possibility of removing the negative rating. In addition, you may discover a bigger problem that, if solved, can help you prevent future customers from leaving similar feedback.
Automate Your Feedback Removal Workflow
Whether Amazon is willing to remove a feedback or not, you need a better way to track all of your removal requests. Sign up for a risk-free trial of our feedback tracking software and enjoy a more scalable removal workflow.