Learn how to effectively respect, monitor and respond to negative Amazon reviews.
Customers read product reviews, on average 95% of the time, before purchasing. The primary reason is to guarantee they are not squandering their money. On Amazon, buyers are no different. In reality, while determining a product’s search ranking, Amazon’s A9 algorithm considers user feedback and conversion rate. As a result, vendors agree that negative product reviews are terrible. It’s best if you don’t have them.
Nobody enjoys receiving nasty Amazon reviews. But how do you avoid them in the first place, and what can you do after you’ve got them? You risk having your account suspended if you don’t respect Amazon’s customer review policies. That’s a lot worse than a couple of bad ratings.
After you’ve sold a product online and it’s been delivered to your consumer, you’re probably eager to hear what they have to say. A review is a critical aspect in determining how effectively you sell online. Prospective consumers take feedback from previous customers very seriously, even for products from well-known companies.
In real stores, dealing with customer dissatisfaction is much easier. The face-to-face connection would help both the consumer and you, providing more context for both parties. When you get a negative review online, it’s difficult to tell if your product was truly awful or if someone is being bitter.
To easily navigate to the different sections of the guide, use the links below.
- Why do customers write negative reviews?
- How To Handle Negative Amazon Reviews
- How To Remove Bad Reviews on Amazon
- Make the Most of Negative Reviews
- Difference Between Product Review and Store Feedback
- Final Thoughts
Why do customers write negative reviews?
Whether it’s positive or bad criticism, everyone has a different reason for submitting a review. To learn how to respond to critical criticism from customers, you must first understand why they provide it. It will also assist you in identifying solutions to some of their worries. Let’s take a look at some of the most prevalent reasons why customers provide feedback.
Bland Product Listing
The majority of negative reviews are consumers’ means of expressing their dissatisfaction with your goods or service. This could be for a variety of reasons, but it gives you the chance to address your concerns. Here are a few common reasons why a consumer might be dissatisfied with their service and leave a poor review:
- Product quality – Customers can’t see the quality of the things they buy on Amazon, unlike in a traditional brick-and-mortar store. This can be bridged with a detailed product description and high-quality 360-degree photos. However, it is always possible that the customer’s expectations will not be reached, which will result in a poor review. Customers should be given all of the product information they need to make an informed decision. Be truthful about a product’s attributes when listing it. Mistakes will inevitably occur, but if you’re on top of your game, you can successfully limit them.
- Product Mix-Up – Even if it’s merely a mismatch in size or color, delivering the incorrect product can ruin your reputation as a merchant. This frequently results in a poor review and, in some cases, a product return. If you’re an Amazon FBA seller, Amazon will handle the delivery; otherwise, double-check that you’re mailing the correct order before shipping it.
- Delayed delivery – Customers anticipate lightning-fast delivery, thanks to the rapid expansion of e-commerce and the introduction of programmes like Amazon Prime. One-day and two-day delivery have become the standard, and no one enjoys receiving a birthday gift many days after their birthday! Although it may not be your fault, a delayed delivery is a negative experience for the consumer. If you’re an Amazon FBA seller, you can be assured that Amazon is on your side. Although Amazon will advise the reviewer that delivery issues are beyond the seller’s control, the negative review will remain.
How to Handle Negative Reviews on Amazon?
Negative reviews are unavoidable at the end of the day. It’s critical to learn from and respond to your customers in a marketplace where your reputation is related to your visibility and revenues. Because a customer’s evaluation can be changed retrospectively, effective communication is critical to establishing your reputation as a super seller.
Monitor Your Reviews
You’ll need to keep track of your product reviews on a regular basis to stay on top of unfavorable reviews.
If you’re like the average busy online marketer, this will eat up a lot of your time. Fortunately, there are tools available to assist you. Use Amazon review tracking tools to keep track of customer feedback. They’ll set you back a little, but they’ll save you a lot of time.
Get In Touch With The Reviewer
Getting more positive ratings is one strategy to deal with unfavorable evaluations. It is, however, easier said than done. Customers who are happy are less inclined to offer comments, so gentle prodding never hurts. Because feedback is so important to establishing a business, it’s only logical that you’d want to hear from every happy customer.
Using Amazon’s Buyer-Seller Messaging Service to communicate with a customer might help you add a personal touch. Begin by sending your buyer an email once the merchandise has been delivered. Ask if they are satisfied with the merchandise in a brief and polite manner. Make sure not to bombard them with emails.
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Respond to Bad Reviews
What’s the first step in dealing with a negative review? Respond to it. Begin by apologizing and thanking the reviewer for their candid feedback.
Responding to bad reviews allows you to clarify the air and provide additional information that might be useful to prospective buyers. Have you resolved a problem raised by a reviewer? Make a point of mentioning it. Although the unfavorable review may remain, individuals who read it will have more information to consider before making a purchase.
Get Amazon To Remove A Review
Although it happens infrequently, Amazon does remove reviews that do not follow its criteria. You can utilize the ‘Report Abuse’ button under the review if you see a review that includes vulgar language, explicitly promotes a competitor’s goods, or simply provides a negative rating for no apparent reason. If the review is found to be in violation of the criteria, the review may be removed.
It’s not uncommon to read a slew of negative reviews for a book, especially if it makes it to the bestseller list. In the world of publishing, competition is tough, so having a crew dedicated to Amazon reviews may be beneficial if you’re selling books. When it comes to negative book reviews, your response can raise more questions. You can determine whether someone has written a review without having read the book by asking pointed questions about the plot and characters.
Make The Most Of A Bad Review
Unless you believe you’re being trolled, attempt to extract the most positive aspects of a poor review. While it may not appear so at first, a poor review forces you to examine your actions.
In fact, if you notice that a negative review is lacking in detail, leave a remark and ask for more information. You’ll be able to handle the issue while also demonstrating that you’re proactive.
How to remove bad reviews on Amazon?
Before attempting to delete a negative Amazon review, keep in mind that Amazon will only take action if the review breaches its community guidelines. Negative reviews should only be removed if you are certain that they are unjust and in violation of Amazon’s regulations. Otherwise, you’re unlikely to succeed.
The first step in removing a review is to use the ‘report abuse’ feature. If you want to improve your chances of having a negative review erased, you can contact Amazon seller support directly. Send an email to firstname.lastname@example.org with your product’s ASIN, the date and time of the review, and the reviewer’s name. Make sure to clarify why and how the review goes against Amazon’s rules.
How to make the most out of negative reviews?
Customer feedback, both positive and negative, is an important element of the Amazon seller experience. Learning from unfavorable reviews and correcting previous mistakes is crucial to becoming a successful vendor. Feedback is a gold mine of data that may help you uncover important keywords and fill in holes in your product listing.
When it comes to a negative review, the one thing you should never do is become discouraged. Obtaining positive feedback necessitates a significant amount of effort and time. As Rome wasn’t built in a day, don’t expect to see immediate results when you begin your seller journey. Some negative reviews are unavoidable, and they can even help your product gain credibility! A product with only 5-star reviews can be cause for concern. Even the most well-known businesses and goods do not have a faultless track record. You’re well on your way to being a super seller if you have a fantastic product and excellent customer service.
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Difference between Product Review and Store Feedback
It’s critical to recognize the distinction between “product reviews” and “seller feedback.” They are separate and have various effects on your Amazon success. Amazon considers 5-4 stars to be favorable, 3 stars to be neutral, and 2-1 stars to be negative for both product reviews and seller feedback.
Seller feedback is concerned with a buyer’s impressions on the seller, such as:
- How swiftly and fully the seller responded to product-related questions.
- What was the shipping procedure like, i.e. did it arrive on time, was the item well-packaged, how was customer service, and how (or how quickly) did the seller reply to concerns?
Product reviews, on the other hand, usually cover topics such as:
- The received product’s correctness in comparison to how it was described in the ad.
- The product’s quality or usability.
- On the product detail page, you’ll find it.
The secret to effectively managing Amazon reviews is to avoid taking them all personally. People have the right to express themselves. Only intervene if the reviews are causing your sales to suffer. Take a look at your company at this moment. If you can’t find anything wrong with it, go ahead and plan how you’ll handle the reviews. In the comments section below, tell us how you dealt with negative reviews.