Why Does Amazon Have Reviews for the Wrong Product
Amazon product reviews… the lifeline that boosts sales into successful celebrations or kicks listings all the way back into the bane of page 20. When sellers launch a production, reviews shorten the lag time between unknown and popular. Product reviews influence conversion rates so strongly that they are a sellers' powerful tool of transformation from zilch to quit-my-solar day-job income.
In that location are basic pro-agile steps sellers have to make sustainable success possible:
- A high-quality product that earns rave product reviews;
- An outstanding Amazon production detail page that leaves no buyer doubts; and,
- Customer service fit for royalty.
Knowing these elements are in your hands makes you lot an empowered seller. On the premise that yous have mastered the higher up three, let'south motility forrad.
The Achilles heel of every seller is negative reviews and in a previous article virtually how to deal with them, I focussed on how to learn, grow and do good from all types of reviews, fifty-fifty the negative ones. Amazon will not remove negative product reviews just because it makes you unhappy. But what if you lot have some negative product reviews that don't seem like fair play? It's time to investigate if a bad product review is TOS compliant and really warrants their presence.
Knowing The Difference Makes A Departure
It may seem like a tedious task, however, you could discover an Amazon-approved reason for requesting production review removal in these two areas: Customer Feedback ratings (aka Seller Feedback) versus Product Reviews.
Some buyers write Customer Feedback content every bit a bad Product Review and vice versa. That is really grounds for removal submission in both cases.
Acceptable Customer Feedback
Customer Feedback covers the bug of delivery, packaging, the condition of the product or container (opened, leaked, croaky, broken, etc.) and customer service (rating their experience with the merchant). These ratings straight impact your overall account health.
FBA sellers can get negative client feedback comments about low ratings for delayed, damaged appurtenances or return issues removed since Amazon handles all of this on your behalf.
Whether y'all are an FBA or FBM Seller, if a low customer feedback rating is only about the product; y'all have an absolutely valid reason to request removal since that content doesn't belong in that location.
Check out this real-fourth dimension example:
I contacted Seller Fundamental Back up to notify them of the above upshot on behalf of a fellow seller.
Considering these were product reviews written as Customer Feedback, that was an Amazon acceptable reason to request removal. Amazon responded at 7:55 a.chiliad. (yep, that'due south 3 minutes afterward):
07:55 AM
Greetings from Amazon Seller Support,
Thank yous for contacting us. I am happy to help you with the issue related to removal of the feedback.
I take checked all the details and institute that the feedback is related to a product review that was provided by the buyer and information technology had nothing to do with your performance or your services. As per your request,I have removed the heir-apparent's feedback.
And voilà! By the fashion, this seller had a "Off-white" Account Health rating. Later two low ratings were removed; it returned to a 5-star "Practiced" status once once again.
Moving On To Production Reviews
As a full general dominion of thumb, Amazon doesn't make a habit of removing product reviews. Nevertheless, reviews containing Client Feedback details and nothing virtually the production itself are possible removal candidates. Amazon lists these criteria also:
- Inappropriate Content
- Hate Speech communication & Offensive Content
- I-word-reviews
- Promotion of Illegal Conduct
- Promotional Reviews
Amazon would also consider removing at least ane review when "a buyer, unhappy with their purchase, posts multiple negative reviews for the same product." Some people exercise this through multiple accounts. Why they would go out of their way to post more than than once, is across me.
Grounds for Product Review Removal
Hither is an example of a product review worthy of removal consideration… observe how this person just wanted to bluster. If anything, this falls into the Customer Feedback ratings, and as you can encounter, the review has nothing to practice with the product itself.
Take a look at this one. In this case, no one can tell if the reviewer even took the product out of the box it came in.
Customer Opinions
Product reviews are opinions. And Amazon likes every customer to have one. To be clear, simply considering a review is negative but information technology's about the client'due south experience with the product – Amazon won't even consider removing it. That type of review is legit.
Assuming you accept an Amazon-approved reason, no ane knows if Amazon will actually accept it nor how long it could take for them to respond. I understand that Seller Central transfers such cases: "The team that owns this feature is outside of Seller Back up and does not utilize the case system. So your case will appear closed in Seller Central… results of investigations are non shared."
Remember, the only guaranteed upshot is that zip will happen if you lot don't endeavour.
The How-Tos
There are two ways to go about submitting non-compliant negative product review removal requests: Report abuse and/or contact Seller Support. I will include both ways. I don't believe this is an either/or option, so I recommend using both.
Report Abuse
Adjacent to the "Was this review helpful to you? Yes – No, click on "Report corruption".
This window will show up:
Write clear, authorized reason(south) why the content is inappropriate (just stick to Amazon'southward guidelines). Then submit past clicking on the orange Report as inappropriate push.
Contact Seller Back up
This pick allows for much more information to build your removal example.
Before you go wild reporting every 1-star review, call back that Amazon may, or may not delete the ones with real content violations so don't waste product everyone's time trying to get legitimate negative ones removed.
Can Negative Product Reviews Be Changed?
For some sellers, 3-stars or less is a source of frustration. Others recognize that multiple 2 or iii-star valid testimonials are perceived equally more authentic feedback. Consumers find a mixture helpful. That'southward why they read both.
Consider that having a few negative reviews isn't going to be your demise. Let's say that you have compliant negative product reviews that Amazon would easily refuse to remove; you could attempt reaching out to the customer. Just do then wisely. At no point can you always state or imply that if a customer improves their product review, yous will requite them a gift, discount on their next order, refund or annihilation other than a genuine "Thank you."
Sometimes a reviewer simply doesn't sympathize how to properly apply a product (even with included carefully crafted instructions). Generally, prospective buyers discern that it's a limitation of the reviewer versus the production itself. Every bit the seller, taking time to respond in a professional person, friendly (non-defensive) fashion on the detail folio for everyone to encounter, counterbalances those negative reviews and builds confidence in your name/brand. In many cases, answering questions leads to a customer changing their review of their own inspired volition.
While it may exist tempting to take your client interaction offline: Don't. It works in your favour to keep Amazon in the proverbial loop. When Amazon sees that a seller is responding to production bug, they grinning upon it. Prevent getting disrepair for misunderstood resolutions attempted off of Amazon'southward platform. Even the best intentions may come back with haunting repercussions if a buyer ends up writing about how you contacted them past phone or directly via a personal email, then offered x, y, z to get their negative feedback removed. If reading that makes your palms sweat because the thought had crossed your mind; have it as a think twice sign.
Instead, take confident steps via Amazon and retrieve to leave a trail and so that they know your efforts are genuine.
Reducing Recovery Time
Ane mode to make upward for drops in conversion rates resulting from multiple compliant negative reviews is to actually larn more reviews. This is easily accomplished by running promotions or sponsored product ads or review campaigns.
Source: https://www.edesk.com/blog/remove-negative-product-reviews-amazon/
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