Recently, many sellers have reported that their accounts were restricted because they contacted buyers to modify negative reviews, but were identified by the system. Although the accounts were eventually restored after appeals, this also leaves us with a question: How should we deal with negative reviews?
For Amazon sellers, as long as you are selling, negative reviews are almost inevitable. It is normal for a listing to have negative reviews. If you receive many five-star reviews and no negative reviews, it will seem unreal.
But we all know that negative reviews are the variable that has the greatest impact on listing sales. Of course, there is an even bigger factor, which is a series of negative reviews. If a listing receives a bad review, at best the sales volume will drop significantly, at worst the sales volume will be cut in half, and if it is a series of bad reviews, it will be almost a disaster.
Knowing the possible impact of bad reviews, we should think about how to minimize the negative impact of bad reviews. Generally speaking, my suggestion for dealing with bad reviews is to start from the following aspects:
1. Take preventive measures and make efforts in advance to minimize the occurrence of negative reviews.
In order to reduce negative reviews, it is necessary to control product quality. Only when the product quality is good enough will the chance of receiving negative reviews be reduced. The product quality here also includes instructions and guidance. If a product has complex functions, the seller's instructions and guidance must be clear and easy to understand and master. Otherwise, you may also encounter negative reviews because customers do not know how to use it. In addition to ensuring product quality, in order to avoid negative reviews, we also need to keep a low profile in operations and not rush forward too aggressively. A listing with few reviews that quickly rushes to the top of the BSR rankings as an unknown face will easily be attacked by competitors, and such attacks are often fierce, which will also waste the accumulation of the previous period. Therefore, it is necessary to rush forward, but you must be more restrained, more cautious, take one step at a time, and move forward steadily.
2. customers.
After receiving a negative review, if it is possible to find the customer, try to get in touch with the customer, apologize to the customer and offer a solution, strive to gain the customer's understanding, and have a chance to delete the negative review or modify it to a positive one. However, in the process of contact, you must pay attention to the control of language expression, and do not use inducement or exchange to get customers to change their reviews. Otherwise, if it is recognized by the system, the situation at the beginning of the article may occur, such as the account being restricted due to changing bad reviews.
3. customer service.
If there is a bug in the review, if the review does not meet the requirements of the platform, we can provide evidence, contact Amazon customer service, explain to them with reason and evidence, strive to gain their understanding and assistance, and help delete the negative review.
4. Add comments as appropriate.
If you have a safe and stable channel, or your own fan base, you can appropriately add reviews to your listing. You can even reserve some orders that have been purchased but not reviewed to deal with sudden negative reviews. But when adding reviews, you must keep two points in mind: 1. Channel security, 2. Appropriate proportion. If these two points cannot be achieved, then simply don't add them. Receiving bad reviews will simply lead to a drop in sales. If the sales of a product drop, the worst that can happen is you can just create a new product and rebuild it, but I’ve seen more cases where accounts were killed because of fake reviews. Safety first.
5. Rapid price reduction.
Lowering prices is a powerful weapon against negative reviews. Negative reviews will affect sales, but the impact of negative reviews often has a lag of two or three days. That is, the impact of negative reviews received today may not be reflected until two days later. Then, we can use these two days to use price factors to reduce its adverse impact. Low prices can bring higher conversion rates and more orders, and higher conversion rates, more orders and higher rankings will increase the weight of the Listing. The increase in these weights can dilute the decrease in Listing weight caused by bad reviews. By doing this, both sides will be diluted and balanced, and the impact of bad reviews will be alleviated to a certain extent.
6. Find an agent.
When negative reviews come and cannot be removed for the time being, what should you do? You can find some service providers to step on these annoying negative reviews on the homepage and report them as Abuse. If you step on them too many times, the reviews may be deleted by the system. Even if they are not deleted, it is OK if you can step on them less deeply.
