When it comes to negative feedback, you need to be really vigilant. We suggest you check metrics and every day to stay on top of your account and ahead of the Amazon robots who flag your account. Customers leave negative feedback for a myriad of reasons including:
Negative feedback can really tank your account metrics and put you in jeopardy of a suspension. So what can you do?
Contest Negative Feedback
For one, you should contest every negative feedback you receive. Amazon has strict guidelines on how reviews are written. If your negative reviews are contrary to any of these guidelines, you can contest it.
You can report possible violations of these Guidelines by clicking the "Report abuse" link near the content and entering the reason you believe it violates these Guidelines. If no "report abuse" link is available, you may email firstname.lastname@example.org, specifying the location of the content and the reason you believe it violates these Guidelines.
Talk With The Customer
You can always email the customer. Address their issues, offer to fix the problem, and ask for them to update the feedback upon successful resolution. Just remember that you cannot bully the customer or offer a refund in exchange for removal of review. This will land you in hot water with Amazon and will put you at risk for a suspension.
Finding the contact information for person who left the review is a little tricky. You will have to investigate a bit to try to match up the date of purchase with the date of the review, but this may not always help. If you can’t ge tin touch with the customer this way, you can always…
Respond To The Feedback
As as seller you can respond to the feedback publicly and explain your side of the story. Ask the customer to contact you through Amazon (do not put your email here as it violates Amazon’s guidelines) and offer to resolve their issues. Once a dialogue is started, you can ask for removal of the feedback after successful resolution of the issues.
There is no reason for your metrics to tank because of negative product or seller reviews. Stay on top of your selling, inventory, and business practices, and it is likely you won’t have these issues in the first place. IF you need any help or find yourself in a pickle, we offer free advise and consultations!