Since 2016, we at Click Fluency have helped numerous small business beloved CPG brands grow their presence on Amazon through our specialized marketplace knowledge. Along the way, we’ve successfully aided many brands in removing inaccurate negative seller feedback. I wanted to provide a helpful guide so your company can benefit too!
What Exactly is Seller Feedback?
When shoppers buy your scrumptious granola or amazing all-natural cleaning products on Amazon, they have the choice to leave seller feedback about their order experience. This feedback shows up on your Seller Profile for potential customers to see when visiting your brand storefront. It covers things like your support, shipping timeliness, or any positives like amazing service!
Why It Matters to Remove Unfair Negative Reviews
You as a brand always aim to provide 5-star service, but unfair negatives can still happen occasionally! Having too much negative feedback can stop shoppers from purchasing your products. So maintaining high ratings is vital for you. Specifically, negative marks can:
- Bring down your Seller Rating score
- Remove you from the Buy Box rotation – meaning you lose sales opportunities!
- Put your account at risk if too low for too long
Thankfully, you can dispute inaccurate negatives (or even ones that are not your fault!), and we’re here to advise how!
When Can You Delete Negative Seller Feedback?
If you use Fulfillment by Amazon (FBA) shipping, you have a strong case to erase multiple types of negatives. Since Amazon handles delivery and logistics with FBA, they take responsibility for most issues like:
- Late packages
- Incorrect addresses
- Damaged items
If the negative relates directly to things you control like product quality, communication, returns, issues when being Fulfilled by Merchant, etc., it likely wouldn’t qualify for getting crossed through with the message “This item was fulfilled by Amazon and we take responsibility for this fulfillment experience”.
Our Step-By-Step Game Plan for Eliminating Unfair Feedback
After nearly a decade of expertise, we’ve crafted a rock-solid process for tackling invalid negative marks. Here it is:
- Log in Seller Central, locate the cruel negative under Performance > Feedback Manager
- Select under Actions “Request removal”. Choose “Yes” if it violates Amazon criteria.
- Amazon first responds automatically. If you aren’t successful in getting it removed, onto Step 4!
- Click “View case” to open a Support case. Under Help, select “Launch case log”.
- Find the case tied to that removal request. Click “View” case details.
- Respond explaining why this negative mark is inaccurate and should be deleted based on their policy. Provide any proof that helps your case! Bonus Tip: Make it simple and easy for Amazon to quickly see why it’s inaccurate with a screenshot or simple explanation.
Essentially, the first attempt is automated. But continuing the support case with additional context helps get a human representative who will reassess deleting that unfair negative. It may take some patience and persistence, but it is so worth it for your seller health! We’re happy to advise if you have any questions during the process.
Let’s Roll Up Our Sleeves!
As your brand grows on Amazon, some unfair negative reviews will sporadically occur – it’s normal! We want you feeling equipped to know how to handle it when it happens. Leave a comment below with any questions or contact us anytime for removing those pesky negatives or any other seller performance needs!
Now that you’re armed with the knowledge of how to get it done, keep working to keep your brand presence strong and healthy on Amazon so you can grow and scale your brand profitability using the Amazon platform!