Having a good reputation on Amazon is almost a prerequisite. A bad reputation brings a decline in your amazon business by drawing away customers and lowering your product visibility. Whenever a buyer wants to buy a particular product on Amazon, they will first look at its reviews, comments, and recommendations, if present. If you have positive feedback in reviews or comments, you are bound to sell high and gain more clients. However, if you have negative thoughts and words, your business will get few or no sales, which may even shut your business. Negative feedback is detrimental to your account, and you need to undo it. This work will guide you on the various aspects of how to handle negative feed and especially how to remove negative feedback on Amazon; Tag along.
Can you remove negative feedback on Amazon?
Yes, it is possible to remove negative feedback on Amazon. However, there are various ways that you can remove it and some ways you cannot try. Later we will see how to remove the negative feedback, but it can be dangerous to engage the client to remove or edit negative feedback. Amazon understands the nuisance of negative feedback, and that is why they have stipulated policies to have it.
One may wonder how and why negative feedback comes to your Amazon account. Negative feedback denotes that a customer is not happy with your service or product. Some of the things that result in negative feedback include:
The product is not meeting a customer's expectations: Typically, the customer does not physically see the product before purchase. They rely on 3D images and detailed descriptions to decide whether to purchase the product or not. If they buy and find that it is not what they wanted, the customer will write negative feedback.
Mixing up the product hence making a wrong delivery: When a customer receives a product with a different size or color from what they ordered, they will become irritated and give negative feedback. A slight difference in the product may become disastrous to your reputation.
Late delivery can also be a bad experience for the customer: Since the eCommerce industry has significantly grown, customers know that their orders reach them quickly. They further believe that a product should take a maximum of one day to get them; otherwise, it should be a day. Therefore, any delay will be a bad experience for the customer even if it is not your fault.
If the product reaches a customer in a bad state (damaged), then they will complain.
Why it is essential to remove negative feedback on Amazon
Before we explore why you should remove negative feedback from Amazon, it is essential to know that feedback assists in many ways. One of them is to receive the Buy Box, an award that Amazon gives to those accounts with an average score of 95% for their updates in 12 months. Those with below that score should improve their feedback rating to merit the award. Removing the negative feedback comes in handy in improving the score.
By removing the negative feedback, a seller gains trust from the customers. The more negative feedback, the more the customers doubt you. Customers believe that a seller whose product has a high rating is trustworthy and reliable. When they find a product with a similar price but different sellers, they will choose a high rating seller.
We can measure the performance of a seller using the ratings that the buyers leave after a purchase. The rating ranges from one star to five stars. If the buyers give you one or two stars, that is negative feedback; when they give you three stars, that is neutral, but when they give you four or five stars, the feedback is positive. The negative feedback makes your Amazon performance deteriorate. The negative feedback affects the ODR (Order Defect Rate) that determines whether sellers will retain or lose their selling privileges. When the ODR rating supersedes 1%, the seller may lose selling privileges.
How to remove negative feedback on Amazon?
Having negative feedback does not insinuate that the world has ended since you can handle them in various ways. Removal of this feedback should be quick since if they stay beyond 60days, there is nothing you can do. These actions of how to remove negative feedback on Amazon include:
Requesting Amazon to remove the feedback
Amazon will help you remove all the negative feedbacks that violate their guidelines. They do not condone the reviews that can mislead or manipulate other customers. Once the seller identifies such feedback, they should contact amazon quickly to remove them. Buyers often give unfair feedback concerning price complaints and product reviews. These scenarios will prompt Amazon to help you remove negative feedback when you have told them. Feedback is ineligible when:
It contains promotional content. If a buyer's comments promote another person's products, then amazon will remove them. Such statements may contain links to other websites or merchants or their products.
It has personal information; another amazon user's identification information.
It uses abusive or obscene language.
The comment has product reviews. Amazon deems product review on the feedback section unnecessary because they have a specific place to do it.
Once you spot feedbacks close to the above characteristics, contact Amazon's seller support requesting them remove the feedback. Make your message precise and straight to the point. The Amazon staff may not take time to read long texts. After submitting your message, you will wait for Amazon to determine whether the feedback qualifies for removal or not. If it qualifies, then they will remove it. They will let it stay when it does not qualify, but you can contact them again with a new ticket.
The sellers who have bought the FBA (Fulfilment-by-Amazon) program have an advantage over those without the service. These sellers will have Amazon store the product, pack an order, ship it, and offer customer service. Whenever you discover feedback that falls under FBA roles, you should request Amazon support to remove it. Therefore, if the negative feedback relates to the FBA roles, then Amazon will quickly remove it.
2. Try to reach out to the buyer.
When the feedback is eligible and Amazon cannot remove it, your savior will be the buyer. You need to reach out to the buyer quickly in a friendly manner through an email to explain the mistake and apologize. Assure them that you work to prevent any future repeat of the error. Confirm from them what you can do to compensate them. Do not refund the buyer for negative feedback removal since it is against Amazon rules. Convince them of the disadvantages of negative feedback, then request them to remove theirs.
3. Leave a response on Amazon.
If the customer does respond to your plea to remove their negative feedback, not all is lost. Get to the feedback and write a response for the subsequent customers to read and see that you solve the issue. Let your response be neutral, precise, and professional. Make the customers understand that you care about their concerns.
How to prevent negative feedback on Amazon
The best way to score highly on Amazon is to prevent negative feedback. Before you think about how to remove negative feedback on Amazon, get tips for enhancing your score. Some of the recommendations include:
Create an accurate picture of the product in the customer's mind by providing authentic images and product descriptions. If the caption is detailed and the photos are high quality, the customer will know what they expect.
Round down the product condition to prevent customers from having very high expectations. Feel free to play safe by giving a state as "Good" for a better product than terming it as "Very Good." Work towards exceeding the expectations of a customer with a better product.
Make timely product deliveries and respond quickly to queries. A client will never be happy if their product reaches them after an occasion. For the FBA, the seller will not control the process people at the fulfillment centers do everything. However, Amazon handles negative feedbacks arising from any challenge of the FBA process. Concentrate on ensuring proper packaging, delivery timing, and customer service if you are not under the FBA program.
To be successful on Amazon as a seller, you will have a critical role in maintaining a high feedback rating. A high feedback rating enhances the trust between you and your customers to ease doing business. It not only boosts your eligibility for the Buy Box but also increases your customer base. Therefore, it is imperative to ensure that you learn how to remove negative feedback on Amazon.
Respond to every mistake you have made and be quick to apologize to your customers. Wherever you have honest negative feedback, respond accordingly by offering compensation and preventing future occurrences. Also, learn to react professionally to non-responsive customers. By following these deliberations, you will soar to higher standards in Amazon.