{"id":9038,"date":"2015-12-16T13:51:05","date_gmt":"2015-12-16T13:51:05","guid":{"rendered":"http:\/\/www.repricerexpress.com\/?p=9038"},"modified":"2025-06-12T14:53:23","modified_gmt":"2025-06-12T13:53:23","slug":"manage-negative-feedback-amazon","status":"publish","type":"post","link":"https:\/\/www.repricerexpress.com\/manage-negative-feedback-amazon\/","title":{"rendered":"How to Manage Negative Feedback on Amazon"},"content":{"rendered":"

Ooh, negative feedback. No merchant enjoys it, but it happens to everyone if you sell long enough. While it\u2019s an unavoidable monster, you can still be Pollyana-ish about it and look for the silver lining in the storm cloud \u2014 and RepricerExpress<\/a> has concrete tips to turn that frown upside down.<\/h4>\n

The Exponential Effect of Negative Feedback<\/h2>\n

When shopping took place B.C. (\u2018Before Computers\u2019), negative feedback was mostly limited geographically and socially. A shopper who had a lousy experience would tell their friends and family and for the most part, it was contained there. But in A.D. (\u2018After Development\u2019), the internet played a huge role in making reviews and feedback go viral really<\/em> quickly.<\/p>\n

There\u2019s no shortage of examples where negative feedback quickly became top-page news, like this Buzzfeed post<\/a>. For the vast majority of Amazon sellers, they\u2019ll never become headliners like that but it\u2019s still important to focus on negative feedback, so let\u2019s take a look at how you can manage it.<\/p>\n

Find It, Analyse It, Change It<\/h2>\n

Feedback, positive or negative, is found in your SellerCentral account (go to the performance tab and select \u2018feedback\u2019) and you can view it over the past 30, 90 and 365 days. It\u2019s further subdivided into positive, negative, neutral (which also counts as negative) and total count. This is a blessing and a curse, because it means that you always have to be on top of maintaining a good rating but that ratings will also eventually be left in the past.<\/p>\n

Now that you\u2019ve taken a look at your feedback numbers and patted yourself on the back for amassing a good percentage of positive reviews, it\u2019s time to fix the negative ones. If you\u2019ve gotten a negative or neutral review, your first step should always<\/strong> be to address the customer\u2019s concerns by clicking on the \u2018resolve\u2019 button. This allows you to email the customer directly and try and make things right.<\/p>\n

When you\u2019re doing that, it\u2019s important to remember that you should never<\/strong> try to bribe your way into a positive review or send them links that take them away from Amazon. These are two really big no-no\u2019s in Amazon\u2019s books and can get you in hot water pretty fast. Plus, only users can change their feedback, so your responsibility will be to merely provide them with the instructions on how to do so.<\/p>\n

However, there are occasionally cases where the negative feedback just isn\u2019t your fault, like if you use FBA and Amazon screwed up on the delivery or product quality. If that\u2019s the case, then contact Amazon first before emailing the customer and explain to them they missed catching a bad review that was their fault. Once you bring it to their attention, they\u2019ll take the negative score away from your rating and all will be right in the world. And if the negative review is about the product, it\u2019s not about your performance, so really, the only thing you can do is leave it alone or consider upping the quality of what you sell.<\/p>\n

What to Tell Customers For Feedback Removal<\/h2>\n

There are a small handful of customers who, when contacted by the seller trying to make things right, will change the review on their own. But for the rest of the buying world, here\u2019s what you gotta tell them:<\/p>\n

    \n
  1. They have to log in to Amazon and click on the \u2018Your Account\u2019 button in the top-right corner.<\/li>\n
  2. Once there, they should look for the option that says \u2018Your Orders\u2019 and find the order in question.<\/li>\n
  3. If they scroll down to the product picture and look just under it, they\u2019ll see the words \u2018Your submitted feedback\u2019 and buttons to remove or edit the feedback.<\/li>\n
  4. Because editing feedback is better and easier than deleting and starting over (or risking the buyer just not putting anything good in its place), ask them to edit their review and click \u2018submit.<\/li>\n<\/ol>\n

    Oh, and when reaching out to customers to try and resolve issues, take a few moments and think about what you\u2019d<\/strong> want to hear if a seller was trying to assuage things with you. Don\u2019t accuse the buyer of anything, just show you genuinely care about their experience and are really try to improve things to them. It may not work, but you want to be the kind of person who treats others with respect and honesty.<\/p>\n

    Interested in increasing your Amazon seller rating?<\/em> Check out our sister company, FeedbackExpress<\/a>, Amazon feedback software.<\/p>\n

    Related reading<\/strong>
    \n    Using Feedback to Win the Buy Box<\/a>
    \n    How to Remove Negative Feedback on Amazon<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

    Ooh, negative feedback. No merchant enjoys it, but it happens to everyone if you sell long enough. While it\u2019s an unavoidable monster, you can still be Pollyana-ish about it and look for the silver lining in the storm cloud \u2014 and RepricerExpress has concrete tips to turn that frown upside down. The Exponential Effect of […]<\/p>\n","protected":false},"author":3,"featured_media":3579,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,7,8,9],"tags":[],"class_list":["post-9038","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-amazon","category-fba","category-news","category-tips"],"yoast_head":"\nHow to Manage Negative Feedback on Amazon<\/title>\n<meta name=\"description\" content=\"RepricerExpress gives some awesome tips to help sellers manage negative feedback on Amazon.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.repricerexpress.com\/manage-negative-feedback-amazon\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to 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content=\"Seamus Breslin\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Seamus Breslin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.repricerexpress.com\/manage-negative-feedback-amazon\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.repricerexpress.com\/manage-negative-feedback-amazon\/\"},\"author\":{\"name\":\"Seamus Breslin\",\"@id\":\"https:\/\/www.repricerexpress.com\/#\/schema\/person\/3a136b67199cecf1cc48ce34d50ef4bc\"},\"headline\":\"How to Manage Negative Feedback on 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