As a general rule, Amazon does not remove customer feedback even if it is unwarranted or the issue has been resolved.
However, there are some situations when Amazon will remove or strike through customer feedback. In such situations, if your request is granted, the impact of the feedback will be removed from your feedback rating and Order Defect Rate (ODR). The following are scenarios when Amazon will either remove or strike through feedback:
Removal of feedback
Amazon will only remove feedback in the following cases:
The feedback includes words commonly understood to be obscene or profane.
The feedback includes seller-specific, personally identifiable information, including email addresses, full names or telephone numbers.
The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s delivery service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
Striking of feedback
Amazon might strike through feedback in the following cases:
The order was fulfilled by Amazon: The entire comment relates explicitly to delivery experience for an order that was fulfilled by Amazon (FBA). In addition to the strike-through, the following statement will appear: This item was fulfilled by Amazon, and we take responsibility for this fulfilment experience.
The order was shipped using the Buy Shipping service: The entire comment is related to a delayed or undelivered order, which you dispatched on time by using Buy Shipping services. In addition to the strike-through, this statement will appear: “The fulfilment issues associated with this order were not due to the seller”.
Refer to Customer Feedback for FBA listings
for additional information.
If the feedback that you have received meets the above criteria, you can request removal using Feedback Manager
. The steps to request removal of feedback are outlined in Request removal of a feedback
. You can address customers’ issues by replying to their feedback, using Feedback Manager. For further guidance on replying to their feedback, refer to Post a public reply
You can only request feedback removal via Feedback Manager
. Contacting our Support teams via ‘Contact Us’ or any other methods to request feedback removal, other than the Feedback Manager, may lead to account deactivation. Removal requests must be made within 90 days of the feedback submission. The system prevents feedback removal after 90 days.
For additional information on how to use Feedback Manager, refer to Which tools are used to manage seller feedback?