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Summary of Amazon’s methods of deleting negative reviews

01/25/2021
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    Summary of Amazon’s methods of deleting negative reviews

    This article sorts out the special content of negative reviews, hoping to help sellers better deal with this problem.

    Seller level

    1. The seller uses the 5-star system to feedback the rating:

    Positive feedback: 5 or 4 stars

    Central feedback: 3 stars

    Negative fssdback: 2 stars or 1 star

    2. Amazon uses the following formula to calculate the seller’s Feedback Score:

    Formula: feedback score = total praise / total evaluation

    Note: the total number of evaluations is based on the best 30, 90, 365 days or accumulated over time.

    For example, suppose the following is a seller’s rating score for each level

    Total praise (5 + 4) = 90

    Total number of evaluations (1 to 5 stars) = 100

    Feedback score = total praise / total evaluation = 90.0%

     

    How to respond to Amazon’s negative reviews?

    1. Apologize and express understanding and sympathy for the customer’s dissatisfaction reviews

    2. Politely and professionally ask about customer dissatisfaction and product deficiencies

    3. Express willingness to help and solve customer problems, such as exchange and refund

    4. Heartfelt thanks and highlight the importance of customer reviews to yourself, pretend to be pitiful, praise and remember! No matter the buyers leave good reviews and negative reviews! First of all, show that you are willing to take the time to write down reviews! Sometimes when you are willing to offer him free goods, she will report you to Amazon

    After that, we start to show our apologies for the poor reviews and specific improvement methods (such as sincere apology and refund). Then we show the sincerity of customer service, let the other party know that his opinions are seriously valued, and give customers the feeling of being respected. (the following is the reference template), the more important thing is, do not negotiate with the buyer: refund to you, but please leave a good review.

     

    Contact template 1
    Dear [Name],
    Thank you for purchasing with us.I would like to personally apologize for your experience with our [PRODUCT].We strive to offer the 100% satisfaction for all our customers and will dowhatever it takes to make you happy.
    We would be happy to send you a replacement or issue you a full refund.Please contact us directly at [YOUR EMAIL] to resolve this issue for you.Thank you for giving us the opportunity to make this rightSincerely,[YOUR NAME]
    Contact template 2
    We are the newly established small business, we contribute to provide the best service and upgrade our product all the time. Customer’s review has a direct impact to our business. I hope you can change or cancel your assessment for us , because your assessment is very important to us. Hope you can understand.We are not US seller, we sell>you can contact us at any time for any issue.
    Contact template 3
    Dear [Name]
    I see you ordered a XXX from our store, from your review, I understand that you are not satisfied with the product, I’m really sorry for that.
    As a reliable seller>excellent service to our customers. So when I see your review, I feel very sad.Here I contact you want to do something to make up for you. Our company policy is 100% refund for any unsatisfactory order or customer, so if you agree, we’d like to give you a full refund for it, do hope this shopping experience don’t make you too much uneasy feeling.
    As a new seller, we respect every customer with thanking, we cherish every review, and do hopeyou can re-consider and help to update the review to 4 or 5 stars at your convenience, is that ok?
    We also will update the product description about the size clearly.Look forward to your reply.With best regards,
    Contact template 4
    Dear [Name],
    We noticed that you just left us a review. We are terribly sorry that you are not100% satisfied with your purchase May I ask if there is anything wrong?Please simply write back and let us know how we can help. I personally promisethat I will respond as soon as possible and that we will do our best to make sureyou are 5 out 5 stars happy with our products and service.
    Your review is veryimportant to us. Hope you can understand and give us a chance to do it rightand make up for you 🙂
    Thank you again for your understanding and continuous support.Have a good day! Support Team
    Contact template 5
    Dear xxx,
    Good day.
    We are so sorry to see the negative review without receiving any emails from you. So sorry for that our usb endoscope not able to meet your requirements, please accept our sincere apology.We have keep it and feedback it to our Research and Development department, and we will progress it>By the way, we would like to issue full refund for your order. Is it possible for you to update your review, it will help us a lot for a small Amaozn seller.
    Thanks a lot. Awaiting for your reply.Wish you a amazing day!Best Regards,
    If the buyer is willing to delete the negative reviews, let him follow the steps below (take the US station as an example)

    Log in to the Amazon website and click you account at the top right. Select your orders. Drop down the date range on the right to select the order date, and then click go. Find the order location and click view order details under order placed date on the left to view the order details. Pull the page to your seller feedback and click Remove. Select a reason to remove the review and click Remove feedback to remove the review.

    Note: the buyer will have a 90 day evaluation period and a 60 day removal period. If there is no remove button next to the review, the 60 day removal period has passed.

    If it’s a hostile review from a competitor

    There are several conventional treatment methods

    1) Sort out and provide all kinds of evidence as soon as possible: purchase orders, invoices, and supporting documents of brand authorization to prove that the products are genuine, not fake and imitated;

    2) Open a case to Amazon seller’s platform or directly appeal by email and report. If the centralized and continuous evaluation is poor, it can also explain to Amazon that it is a malicious attack from competitors, and ask Amazon to provide help;

    3) After Amazon accepts it, it usually makes a judgment based on the competitors’ historical shopping records, IP information, shopping routes, past reviews and other information. The seller should explain to Amazon the losses caused by your listing, and pay attention to the follow-up process, so as to speed up the processing progress of Amazon;

    4) We need to increase orders as soon as possible, praise review, click more 5-star helpful, and try our best to minimize the loss.

    In short, when a product has negative reviews, in addition to taking quick measures to delete the negative reviews, we should consider whether the product is worth doing, how to improve it, whether the maintenance cost is too high, and find the root of the negative reviews.

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