If you’re looking to succeed as a seller on Amazon, you need to build a good reputation. No Amazon seller likes a bad review. Negative reviews directly hurt your business by lowering your product’s visibility and dissuading customers from buying your product. Your seller feedback rating also affects your chances to win the Buy Box.
From a buyer’s perspective, reviews are one of the most important resources available to them while making a purchase. Negative reviews on Amazon are not just valuable for the customer, it’s also an opportunity for you to improve your product or the description of the product listing.
Everyone might have a different motive for writing a review, whether it is positive or negative feedback. Understanding why customers give critical feedback is necessary to learn how to respond to them. It will also help you identify ways to address some of their concerns. Let’s look at some of the common reasons why buyers give valuable feedback.
Lackluster product or listing
Most negative reviews are a way for consumers to show you that they are unhappy with your product or service. This could be due to multiple reasons, but it presents you with an opportunity to address those concerns. Here are some of the common reasons why a customer might be upset with their experience and leave a negative review:
Unlike a regular brick-and-mortar store, Amazon customers cannot visually verify the quality of the products they purchase. A detailed product description and high-quality 360-degree photographs can bridge this gap. However, there is always the possibility that the customer’s expectations are not met, and this often leads to a negative review.
How can you stop this from happening in the future?
A customer should be given all the necessary product details to make an informed purchase. When you’re listing a product, be honest about its features. Mistakes are still bound to happen, but they can be effectively minimized if you’re on top of your game.
Delivering the wrong product, even if it’s just a difference in size or color can have a disastrous impact on your reputation as a seller. This usually leads to a negative review and sometimes a returned product. If you’re an FBA seller, Amazon takes care of the delivery, otherwise, make sure you’re packing the right order before shipping it out.
With the rapid growth of e-commerce and the introduction of services like Amazon Prime, customers expect lightning-fast delivery. One-day deliveries and two-day deliveries is the norm now, and nobody likes getting a birthday gift a few days after their birthday! It might not be your fault, but from the customer’s perspective, a delayed delivery is a bad experience. If you’re an FBA seller, Amazon will have your back. The e-commerce giant will tell the reviewer that delivery issues are out of the seller’s control, but that negative review is still going to stay.
This is self-explanatory. A damaged product is a legitimate reason for a customer to complain. To make sure you prevent damage during shipping, follow Amazon’s packaging guidelines.
Being a good samaritan
Some users leave honest and critical feedback to help other customers as well as the seller. An honest review helps others weigh the pros and cons when making a purchase. This is valuable information, and you should acknowledge the problems highlighted and work towards solving them. Don’t forget, a constructive negative review is free market research for a seller.
A platform to be heard
People want their grievances to be heard, and your customers are no different. Many people who take the time to leave feedback never get a response, and that can be frustrating. Do not make that mistake and ignore negative reviews. If your customer mentions a concern that can be solved, acknowledge, and find the best way to address them. It might just turn a negative review into a positive one.
How to deal with negative reviews on Amazon
At the end of the day, bad reviews are unavoidable. In a marketplace where your reputation is linked to your visibility and sales, it is important to learn from and respond to your customers. A customer can retroactively change their review, so effective communication is key to building your reputation as a super seller.
Respond to bad reviews
The first step to handle a bad review? Respond to it. Make sure you start with an apology and thank the reviewer for their honest feedback.
Responding to negative reviews gives you an opportunity to clear the air and add additional information that could help future buyers. Solved an issue the reviewer brought up? Make sure you mention it. The negative review might stay, but those reading the review will have additional information, which they can use before making a purchase.
Get in touch with your customer
One way to deal with negative reviews is to get more good reviews. However, it is easier said than done. Happy customers are not very likely to leave feedback, so a little nudge never hurts. Feedback is key to growing your business, so it’s only natural you want feedback from every buyer who has had a great experience.
Communicating with a customer using Amazon’s Buyer-Seller Messaging Service can help you provide a personal touch. We recommend trying the ‘3-emails strategy’ when getting in touch with them.
Start off by sending an email to your buyer after the product is delivered. Be brief and polite and enquire whether they are satisfied with the product. Be careful not to spam them with emails.
Email 1: Immediately after order placement.
Subject: Thank you for your *[product-name]* purchase!
Body: Hello *[buyer-first-name]*,
Thank you for purchasing *[product-name]*. This is the first of the three emails you will receive to ensure timely delivery. *[order-link: You can track your order here]*
Your satisfaction is our number one priority and we strive to offer high-quality products and services. If you have any issues with the delivery of our product, please feel free to reach out to us or contact Amazon customer service. *[amazon-customer-service-link]*
Thank you for your purchase.Sincerely, Name and Designation
Follow-up on your first email after a couple of days and ask them for feedback for the product. Do not ask for a positive review and do not offer any incentives for a positive review. Amazon has strict policies when it comes to asking your customers for feedback, and violating these policies could lead to your account being suspended. Promotional and marketing messages are also prohibited on Amazon’s Buyer-Seller Messaging Service.
Subject: How is your *[product-name]* working for you?
Body: Hello *[buyer-first-name]*,
This is the second of the three emails you will receive from us.
We hope you have received *[product-name]* in perfect condition. Your satisfaction is our number one concern. If you have any issues with the product or have questions about its features, please feel free to respond to this email and let us know your concerns. You can also get in touch with Amazon customer service at *[amazon-customer-service-link]*
We strive to ensure complete customer satisfaction and would love to know what you think about *[product-name]*. It’ll only take you 2 minutes! You can post your honest review here: *[product-review-link]*
Your valuable feedback will help customers in the future as well as help us improve our product and service.
Sincerely, Name and Designation
If you receive a positive review from the customer, follow up on the same email and ask them for seller feedback. Be brief, but let them know why seller feedback is important and how it can help other buyers in the future.
Email 3: To be sent 10 days after the product is delivered
Subject: Dedicated To Your Experience!
Body: Hello *[buyer-first-name]*,
We hope you’re having a blast and that you’re enjoying your new *[product-name]*. This will be our last email to you regarding this purchase.
We are always excited to hear from you. Your feedback is what helps us grow and take our service to the next level for future customers. So if you haven’t already left a review for your new *[product-name]*, you can post your feedback at *[product-review-link]*. It’ll only take you 2 minutes and it’ll definitely make our day!
If there are any issues with the product you can get in touch with us directly by responding to this email. You can also contact Amazon customer service if you have any other concerns. *[amazon-customer-service-link]*
If you have already left us a review, please ignore this mail.
Thank you for your purchase and have a fantastic day! Sincerely, Name and designation
As your business grows, personally sending messages to your customers becomes next to impossible. You can automate the process with SellerApp’s Amazon review request tool. With one click of a button, you can send across a message to all your customers for their valuable feedback.
A bad review can be your friend, but not all bad reviews are fair or useful. Amazon has strict guidelines for reviewers. If you feel like a negative review violates Amazon’s policies, you can get in touch with the e-commerce giant to have it removed. If the review uses obscene language or promotes a competitor’s product, you can report the review. Just click ‘Report abuse,’ which you can find under the review, to bring it to Amazon’s attention.
How to remove bad reviews on Amazon
Before trying to remove a negative review on Amazon, it is important to note that the e-commerce giant will only take action if the review violates its community guidelines. You should only try to remove negative reviews if you are sure that they are unfair and violate Amazon’s policies. You’re unlikely to succeed otherwise.
The first step to getting a review removed is to click the ‘report abuse’ option. If you want to improve your chances of getting a review removed, you can directly get in touch with Amazon seller support. Send an email to firstname.lastname@example.org and mention your product’s ASIN, the date and time of the review as well as the name or pseudonym of the reviewer. Make sure you explain why and how the review violates Amazon’s guidelines.
Make the most out of negative reviews
Customer reviews — both good and bad — are an intrinsic part of the Amazon seller experience. The key to becoming a successful seller is to learn from negative reviews and rectify earlier mistakes. Feedback is a treasure trove of information you can use to find relevant keywords or fill gaps in your product listing.
The one thing you shouldn’t do when it comes to a negative review is to be disheartened. Getting good reviews takes a lot of work and time. Rome wasn’t built in a day, so don’t expect quick results when you start off on your seller journey. Some bad reviews are normal and sometimes makes your product look more credible! A product with only 5-star reviews could raise an alarm. Even the biggest brands and the best products don’t have a perfect record. If you have a great product and unmatched customer service, you’re well on your way to becoming a super seller.
How do you tackle negative reviews? Let us know your tips and tricks in the comments section below!