As both a consumer and an entrepreneur, you know that reviews matter. In fact, the quality and number of ratings an Amazon seller receives can substantially affect their success. In business, you will always have customers who had a bad experience and, of course, they have the right to share their opinion with others. This does not mean, however, that you should accept scrutiny that is unreasonable or mean-spirited.
If you spot a review that you feel is abusive, Amazon.com, Inc. (“Amazon”) actually encourages sellers to report those violating the policies or applicable law. In addition to being upsetting, it can also be confusing to navigate the process. This post will guide you through it.
Know the Rules
Since reviews are important to the Amazon marketplace, Amazon encourages buyers to share their experiences with products and services. They do not, however, allow them to post “abusive or inappropriate feedback,” nor can they share “personal information about a transaction partner.”
The reality is that you may receive a negative review from time to time and, in those moments, think about what your customer has said and consider the ways in which you can improve the customer experience. If there’s no merit to the comments, you should immediately take action to protect your reputation.
Get familiar with the Community Guidelines so that you know what Amazon allows. If you think a buyer has failed to comply with these regulations, you can click the Report Abuse link next to the review.
Gather the Details
While much of the process is automated by Amazon, you should take a moment to think about the situation. Have you had any interactions with the customer? Did you reply to their messages or offer to do something but never followed up? Life can get busy and we all make mistakes.
If you look through everything and still believe that their review is unfair or abusive, make note of any exchanges and include this information in your complaint to Amazon.
Report a Violation
Amazon has an entire page set up specifically for these situations. Scroll down to the bottom where you will find “Contact Us.” From there, you will need to select “Selling on Amazon” and then “Customers and Orders.”
You will then have an opportunity to explain the situation. Avoid getting emotional or sharing opinions. Instead, clearly state the facts and include any of the details you have already gathered. It’s also really important to be honest about any communication you’ve had with the customer.
Monitor Your Reviews
If you’ve ever been surprised by bad reviews from your customers, you will know that it’s a terrible feeling. One of the best things you can do is to be proactive about monitoring your product pages and Seller Central profile for negative comments.
Not all Amazon buyers will leave seller feedback, but someone who’s had a bad experience may be more motivated. One way to address this dynamic is to solicit feedback from customers since a large number of positive comments will drown out the one naysayer.
Tools such as FeedbackFive can help you take control over your online reputation. Not only will it automate the solicitation process but it will also alert you to any negative or neutral reviews you’ve received.
Amazon merchants understand the importance of building a brand as a trustworthy online retailer. One of the most powerful things you can do is give your loyal customers the opportunity to share testimonials and praise over the products and services they’ve received.
It’s time-consuming to solicit feedback but the right software can do this for you in seconds. FeedbackFive is the industry’s leading feedback management tool, trusted by sellers in more than 100 countries worldwide.
Interested? Try our risk-free 14-day trial. You don’t need a credit card and setting up your account is easy! In minutes you’ll be creating custom campaigns, monitoring reviews and more. Get started today!