Asking Customer to Remove A Negative Review
I contacted the buyer and offered a refund. Buyer responded, saying they would appreciate that. Refund was processed within a hour and I then asked if they could kindly remove or edit review. However, no response or review revision. I only discovered after sending the last message that Amazon review policy has changed and you cannot contact buyers and ask them to remove or edit reviews. My question is do they now block these messages requesting customers to remove/revise reviews?
10 replies
Seller_EJIX7rqDNQJi2
No, Amazon is definitely not blocking the messages.
But once a bot catches you asking a buyer to edit a product review, you will either get a Policy Warning or an immediate suspension.
It sounds like you wasted your money and rewarded the customer, who left you a negative review with a free product.
Seller_wXd163oTLDGTw
Thanks for your response KiKa but I refunded the buyer before asking for a review revision. This is a crazy and unrealistic policy. I have never asked a buyer to remove a review in exchange for a refund as all my products come with money back guarantee. However, buyers that leave a negative review never read the title, description or bullet points where this is clearly stated. Taking away the ability to work through the issue with both parties is counterproductive.
Seller_B9p4s6plEXSDE
hi i would simply respond by commenting on the review at least customers will see that if they look at the review.
Seller_wXd163oTLDGTw
Not sure if it’s permanent now but comments are not visible unless you click on the review.
Seller_Wqg5EgqxuOwDD
This thread is confusing me. Are we talking about product reviews or seller feedback? If seller feedback is there now a policy that we cannot ask a buyer to remove poor feedback?
Seller_wXd163oTLDGTw
I’m not sure about seller’s feedback but this thread is about product reviews.
Seller_9XaW0NYd0nkDF
i think if i sell something and it’s no good…the seller can leave a bad review.
It’s either the product is bad or that was just bad luck with that item…a one off.
One could offer a replacement. if they decline and take the refund and return it, fair enough…
but i personally think the review should stand. it will be measured against the experiences of other buyers. this has to be because if a manufacturer has a low quality consistency, it must be flagged. imagine multiple sellers of the same asin having the same issue…doing stellar customer care…the reviews being removed…and it happening repeatedly!!
Seller_wXd163oTLDGTw
Tough bamboo, what are you rambling about? Did you not read my question? This is not about whether sellers have a good or bad product. This is about customer service. All businesses, off and online should have the ability to offer this basic requirement to all their customers.
