Gah – the dreaded 1 star review, and on your brand new product no less. Every seller’s nightmare. But what can you do to try to get it removed?

If you’re a brand owner on Seller Central, you’re now in luck. There’s a feature available, exclusively to brand owners (sellers who have registered their trademarked brand with Amazon), where they can work through any product reviews that have come in on their products.

How can you work to getting the negative product reviews removed?

First things first – you can’t directly ask the customer to remove the review – there’s a bit of a process to get to that point. From the main reviews landing page you can see all product reviews you’ve had in, and you can filter down to suit your needs too.

Once you’ve found the review you want to respond to, you can click a ‘Contact Customer’ button. If the review is 4 or 5 stars you can’t get in touch with the customer.

From the next screen, you can either offer a courtesy refund to the customer, or offer customer support. We recommend the latter.

Choosing the ‘Customer support’ option will allow you to send a template response (controlled by Amazon), reading:
“We’d like to address any issues or concerns you have. Your satisfaction is important so please contact us by replying to this email and we’ll work to resolve your issues.”
You can’t edit this, but once sent, and once the customer responds, you can then get into a productive conversation with them to address their concerns, help explain the product if there’s a misunderstanding, and generally give a great customer experience. The aim here is to try to turn the customer’s buying experience from a negative one to a positive one. You can still offer a refund after choosing this route, so it’s a win-win for both parties.

The customer doesn’t have to change the review following this, and it’s hit and miss as to whether they do, but at least with this system you can try.

Don’t forget, product reviews and seller feedback are two different review types on Amazon, both of which we can help with, to manage negatives and help build positive ones. We can automate asking buyers for a positive review, to lift your overall rating, in an Amazon compliant way, all at a very competitive rate. Get in touch today for a quote.

At Amazon Peanut we have years of experience working with many global brands and dozens of start-up businesses, helping them with their Amazon Seller and Vendor Central strategies. If you’d like to know how we can support you, please get in touch today.