How to Remove Bad Reviews on Amazon?
Amazon sellers are always looking for ways to improve their businesses. One area where they often struggle is dealing with customer complaints. Negative feedback is inevitable, but it can be fine for your business. You can do several things to ensure that bad reviews don't damage your reputation. Here are some tips on how to handle negative reviews on Amazon.
How Bad Is an Amazon Bad Review?
A bad review is, well...bad. But what happens when you receive one? What are the consequences?
On Amazon, a bad review can cost you money. If your product gets less than four stars, you'll lose up to 20% of your total sales volume each month. This includes reviews posted before December 2018.
If you've received a negative review since then, you're still subject to losing up to 40% of your monthly sales volume.
Amazon even goes further than that. If your product receives three or fewer stars, Amazon might suspend your seller central account. And if your product gets 2.9 stars or lower, Amazon might even ban you entirely.
What is the reason behind such drastic measures? Sellers who don't perform well on Amazon aren't good partners for the retailer. They can damage the reputation of other sellers and make it harder for them to sell on Amazon.
How Negative Reviews Affect Sales
Negative reviews are like a red flag for buyers. They're often the first thing shoppers see when buying something online. Negative feedback could hurt your sales if you want to sell on Amazon.
Amazon uses a system called Seller Feedback to track customer satisfaction. This data is used to determine whether a seller is trustworthy and reliable. Amazon considers positive and negative feedback when deciding who gets the coveted Buy Box.
In addition to the overall rating, Amazon looks at several categories when determining what to do next. These include price, shipping speed, delivery reliability, return policy, and refund process.
The final decision is based on many different variables, but one factor that plays a big role is the number of positive reviews a seller has received. Sellers with positive feedback rank highly on Amazon's list of trusted sellers.
How Negative Reviews Affect Amazon Seller Accounts
The Order Defect Rate (ORDER_DEFECT_RATE) is one metric used by Amazon to determine whether you are providing a good customer experience. If you have been selling on Amazon for a while, you might already know the importance of maintaining an ODR below 1%. However, did you know that several metrics affect your ORD score? Amazon uses five different metrics to calculate your ODR:
- Customer Service Rating (CSR): This is based on how well you respond to claims and complaints submitted by customers.
- Feedback Score: Based on positive and negative reviews, this determines how much trust buyers put into your product information.
- Product Quality Rating (PQR): This measures how often a buyer returns a product within 30 days of purchase.
- Product Availability Rating (PAR): This measures how often a product is available to ship.
- Shipment Status Rating (SSR): This measures how quickly a package ship out.
Amazon calculates your ODR based on these five factors. For example, if you receive 5 CSRs, 10 PQRs, 15 PARs, 20 SSRs, and 25 shipments per month, your overall ODR would be 0.5%, which meets the threshold set by Amazon.
If you want to learn more about how to improve your ODR, check out our guide here.
How to Prevent Negative Reviews
Negative reviews are never fun to receive, especially when they come from people that purchased something from you. How do you deal with them?
- Make sure that every customer gets a receipt.
- Ask them to write down what happened during the purchase process.
- If there's anything wrong with the item, ask them to let you know.
- Don't respond to negative reviews unless the person leaves a detailed comment.
- If someone complains about shipping issues, pay attention to them. Respond politely and offer a solution.
- If someone complains about quality issues, send them a replacement immediately.
Why Managing Negative Reviews Is Important
There are a couple of reasons you want to manage negative reviews:
- To build trust
- To improve your reputation
- To establish yourself as a leader in your industry
- To gain credibility
- To prevent customer churn
- To save money
- To increase sales
- To protect brand image
- To show you care about customers
- To make sure your product/service is good enough
- To avoid lawsuits
- To ensure your business continues to grow
How to Remove Bad Reviews
Amazon doesn't want you to use its marketplace to spread lies about your competitors. If someone writes a bad review of your product, you can respond to that person—but only once. After a response, there are no further avenues to get the review deleted.
So what do you do if you've been caught making false claims about another seller's products? You could argue that you didn't know better at the time. Or maybe you did know better but couldn't resist posting something nasty anyway. Either way, you'll need to convince Amazon that you weren't trying to hurt anyone.
The best way to do that is to write a heartfelt letter explaining why you posted the review and how you regret doing so. Amazon will likely accept such letters, which may help you in the long run.
But if you want to go the extra mile, you can hire a lawyer to represent you in a dispute with Amazon. They specialize in helping people like you win cases against companies like Amazon.
Contacting Customer Support for Negative Review Removal
There are two ways you can respond if you receive a negative review. You can report the review directly through the product listing or contact Amazon's customer support team. Sometimes, you may even want to take matters into your own hands and remove the review yourself. However, doing so requires being familiar with the rules around negative reviews.
The easiest way to remove a negative review is to use the Report Abuse button located beneath each review. This allows you to remove the review without opening a ticket with Amazon.
After submitting the request, you can move forward with whatever action you deem necessary.
The Positive Rule Negative Amazon Reviews
Amazon has been one of the most popular platforms for buying products online since its inception. From the beginning, customers could write reviews about their experiences with the site. Although Amazon doesn't offer a way to see what others say about your product, you can use the data to learn how well your product is doing.
However, there is a downside to having reviews on Amazon. While some people post good reviews, others post negative reviews simply because they don't like something about the product. This is why looking at the positives is important, even though you might want to ignore the naysayers.
How to Get More Positive Amazon Reviews
Most people need to take the time to read reviews on Amazon. They look at the overall rating and buy it based on price alone. However, there are ways to improve your ratings and gain better feedback. Here are some tips to help you do that:
# Make Your Product Description Clear
How can someone write a review if they need to know exactly what a product does? A clear description helps potential buyers understand what the item is and why they might want it. This includes everything from the features to the specifications. If you're selling a book, include keywords like "best seller" or "fictional novel."
# Include Photos
Many reviewers say that images are essential when writing a review. Customers want to see the product's appearance, especially if this is the first time they have seen it. You can use photos taken by the manufacturer or yourself.
# Be Honest With Your Customers
People would love honesty, even if they didn't ask for it. So tell your customers what you think about their reviews. If they mention something false, address it directly. For example, if someone says your product is defective, respond with a quick email explaining how you fixed the issue.
# Offer a High-Quality Product
In today's competitive market, it isn't easy to overstate the value of providing a high-quality product. While there are many ways to improve customer experience, one of the most effective strategies is to offer a superior product that meets the needs of consumers. This approach helps you build customer trust, increase sales conversions, and reduce churn rates.
Too often, sellers focus on improving brand image through premium EBC content and feature listings. These efforts are important, however, the key is to ensure that the perceived product quality matches the actual product. When this happens, customers are less likely to post negative reviews.
For example, let's say you sell a $10,000 LED projector. You spend hours researching and developing a great product specification document and even more time optimizing your product listing to make it stand out among competitors. If the product costs $1,000, your buyer will receive something other than what they expected. In fact, the buyer might become frustrated because the product needs to live up to their expectations.
When this happens, customers are sure to take action. They may choose to write a review about their poor experience, or worse, they may move on to another seller. Either way, you lose a sale.
The same could happen when you claim that your product offers 10x brightness compared to others. A buyer may believe that your product does provide 10x brightness, but when the product fails to deliver on those promises, your buyer won't hesitate to complain about it online.
To avoid such situations, ensure that the product specifications accurately reflect the product's capabilities. For instance, if the actual price is $100, you should list the product as being priced at something other than $10,000. Instead, you should state that the product is priced at $100 and delivers 10x brightness.
Another common mistake is making bold claims or listing product specs that don't exist. For example, you may claim that your product provides 10x brightness, but if it doesn't, no one is going to buy it. Similarly, if you promise that your product will work with Amazon Echo devices but doesn't support Alexa, people will wait to purchase it.
Making false claims like these will lead to angry customers posting negative reviews, which will hurt your reputation and cause you to lose sales.
The Bottom Line
Amazon sellers are often told to focus on getting good ratings because it helps increase sales. However, there is another reason why you should care about having a high seller rating. If you want to sell on Amazon, you must first become verified. This process requires you to submit photos of your identity documents to Amazon, including proof of address, phone number, and email address. Once you've been verified, you'll receive a Seller Central account where you can manage your inventory and communicate with buyers.
Once you're verified, you'll see "Verified Seller" next to your name on product listings. Verified sellers also have access to special features like setting prices lower than competitors. In addition, they can choose whether or not to show their shipping costs and taxes on each listing. But most importantly, they can prevent negative feedback from being left on their listings. Negative feedback can hurt your reputation among buyers and lead to fewer sales.
November 16, 2022