For Amazon sellers, negative reviews are sometimes unavoidable. They may be caused by product problems or logistics, but malicious negative reviews are unforgivable. How to deal with the problem of malicious negative reviews? Let’s talk about a few key points.
1. The harm of malicious negative reviews to listings
It is common for Amazon to restrict listings due to malicious negative reviews and returns, which lead to high return rates. Even if the seller complains to Amazon, it is of no use. The product ranking plummets due to malicious negative reviews from competitors, and the store suffers heavy losses as a whole! It’s not that it’s hard to do business on Amazon, it’s just that the Chinese do business in a way that everyone understands. After finally getting your listing up, others get jealous and maliciously destroy your competitors in order to suppress them. It is really difficult to be a good seller with peace of mind.
2. How to deal with these malicious negative reviews
Organize and provide various evidences as soon as possible: purchase orders, invoices, and brand authorization supporting documents to prove that the products are authentic and not counterfeit or imitation goods.
Open a case with Amazon Seller Central or file a complaint directly by email and report it. If you receive concentrated and continuous negative reviews, you can explain to Amazon that they are malicious attacks from competitors and ask Amazon for help.
After Amazon accepts the application, it will usually make a judgment based on the competitors’ historical shopping records, IP information, shopping paths, past reviews and other information. Sellers should explain to Amazon the losses caused by your listing, etc., and pay attention to speeding up the follow-up process in the hope that Amazon will speed up the processing progress.
You need to increase orders and positive reviews as soon as possible, click more 5-star helpful comments, etc., and try your best to minimize the losses.
You can block this review by selecting "not helpful". The specific method is: find this review and click "no" on "Was this review helpful to you?" below the review to tell everyone that this review is not helpful at all. According to Amazon rules, if the number and proportion of unhelpful reviews exceed a certain level, the review may be blocked. Of course, this is not absolute. There are also sellers who have made countless "no" comments and the review still exists. However, sellers can try this method when they encounter malicious negative reviews.
This is similar to the second one. In addition to filing a complaint, you can also report it! Amazon officials and report the buyer's malicious behavior. Click "report abuse" above the comment to let the Amazon performance team handle it according to the situation of the buyer's account. Of course, under normal circumstances, the comment will not be deleted unless the buyer violates Amazon's rules. However, during the official handling process of Amazon, sellers need to collect as much information as possible to explain the reason for deleting the negative review. At the same time, use detailed purchase orders, invoices, and brands to prove the quality of your products and that they are genuine and not fakes. Use information to prove that these are malicious reviews from competitors, and provide as much evidence as possible for Amazon to handle the situation.
If the original accumulated reviews are real and have never been faked, you can try the following two points when communicating with customer service:
1. Comparison of natural review retention rates: before the negative reviews were given, the number of orders was and the review retention rate was; after the negative reviews were given, the number of orders was and the review retention rate was. Under normal circumstances, if the number of orders has decreased but the review rate is much higher than before, there must be a problem.
2. Comparison of review content: If there are multiple sub-ASIN listings, find the ASIN with negative reviews and compare it with the recent positive reviews. Under normal circumstances, if the quality of your batch of goods is stable, it is impossible for the reviews to be severely polarized.
The above are some of the most common methods for dealing with malicious negative reviews on Amazon. As for negative feedback, if the sellers do not comply with the regulations, they can apply for removal and contact the buyers for modification. If the review is negative, sellers can first contact the buyer to communicate and negotiate the solution, and ask the buyer to modify or delete the negative review. Reviews have a very important impact on product sales. Sellers should make their own products well, and when facing malicious products, they should do a good job of self-help while seeking help from Amazon to minimize the impact.
