The importance of product reviews to Amazon sellers is self-evident. Especially when a new product is just launched, if a bad review comes in accidentally, the consequences can be disastrous and can even directly lead to a sharp drop in the number of orders for a product.
Negative reviews are a headache for countless sellers. How should sellers deal with negative reviews?
1. Check whether the comments comply with Amazon regulations
You can ask Amazon to remove negative reviews if you meet the following conditions:
1. Comments that contain obscene and lewd words, which affect the harmony of the platform
2. The review contains the seller’s personal information, such as email address, phone number, full name, etc.
3. The buyer threatens to give a bad review if his demands are not met. We can take a screenshot of such a conversation and send it to Amazon.
4. Sellers are not responsible for product storage, packaging, transportation, and customer service issues caused by Amazon.
5. Promotional information, including links to other sellers’ stores and comments are considered inappropriate reviews.
2. If the negative review does not meet Amazon's removal conditions, please ask the buyer to remove it
When receiving negative reviews that do not meet Amazon's removal conditions, sellers should actively communicate with the seller, because buyers have the right to remove the seller's evaluation.
First of all, we should pay attention to a few points:
1. Pay attention to the time of the buyer's evaluation (after the buyer gives a review, there is a 60-day period to remove the review)
2. Apologize for the inconvenience caused to the buyer, express your apologies to the seller, and actively solve the buyer's problem
3. Be careful not to try to remove negative reviews by offering refunds to buyers. This is a clear violation of Amazon regulations and may result in the suspension of the seller’s account.
4. Don’t ask for negative reviews to be deleted immediately after they are posted
3. Do the following to easily delete negative reviews
1. Maintain negative reviews as soon as possible
The golden time to maintain negative reviews is usually 3 hours after the negative review appears. When customers are experiencing the worst and most unpleasant experience, being able to reply or propose solutions to appease customers in a shorter time will greatly increase the success rate of negative review modification. The latest response should be within 24 hours after the review appears.
If you don’t have enough energy to pay attention to the dynamics of negative reviews, you can also use the Amazon seller assistant - Bikuer Customer Service Cool Software, whose [Negative Review Reminder and Negative Review Deleted Reminder] function can help you very well!
2. Use Comments Cleverly
Leaving a comment as a seller will allow you to communicate better with buyers as soon as possible after receiving a negative review, and let other buyers see our professional and sincere attitude, thus building your brand image.
The basic method is to respond quickly to sudden negative comments and wake up customers to contact us via in-site email in the shortest possible time.
When a customer contacts you actively, it is very important to reply to the buyer's message as soon as possible!! Be sure not to give the customer an unpleasant emotional experience. In this case, you can also use the [Buyer Information] function of the Bigoo Customer Service Cool Software.
The software can manage buyer information of multiple sites in one stop, including the five major sites of the United Kingdom, France, Germany, Italy and Spain. There is no need to switch back and forth or log in to the Amazon Seller Service Center, which can greatly improve the efficiency of message reply.
