Sellers Right To Reply To Unfair Product Reviews & Libel
So, how is it acceptable that the Amazon platform facilitates libel and allows patently untrue, defamatory and damaging reviews? I pursued the matter of a derogatory review as far as writing to the MD of Amazon and, as I have come to expect, I got a pretty standard textbook response that didn’t address the points I raised.
Amazon removed the tool allowing merchants to respond to poor reviews they disagree with some time back. The reason give… it was a tool that merchants did not use!!!
Who, like myself feels the merchant should have a voice and Amazon should reinstate the tool so merchants can reply to product reviews? While I appreciate Amazon purports to be creating an open, honest marketplace where buyers can feel well informed and safe, don’t sellers feel somewhat hard done by?
It’s rare I personally face scathing and what I deem to be shocking and damaging reviews but surely we should have the opportunity to reply.
It’s one thing Amazon washing its hands of reviews and declaring that the views of others are expressed without Amazon involvement but in effect, we can be libelled on the Amazon platform and not even able to publicly deal with it. Maybe I am alone here but isn’t the whole process weighted towards buyers. I am a consumer as well as a seller and would never think to libel a business or try to destroy it but shouldn’t Amazon reinstate the tool to at least allow sellers a voice in the face of what they consider unfair or libellous comments from the marketplace?
0 replies
Seller_DTufFoxJuMU0M
The problem, is that on Amazon its either black or white, there is no gray areas.
Now a review can be left by anyone, they don’t even have to have bought the item on Amazon, and often there is no way to link the review back to an order, never mind the fact that there can be dozens of sellers on one item.
So a customer could leave a review on a product they bought from me, and get called a liar by you?
I appreciate you are probably thinking about products that are under your brand name, for which you are the only seller, but like i said Amazon is a bigger picture, black or white kind of overseer.
They want customers to be able to leave fair and honest feedback without the worry of retaliation (the same reason Ebay removed the ability for sellers to leave negative feedback for customers), sadly this means that the dishonest ones can also leave unfair and dishonest feedback, Sure Amazon should employ people with half a brain cell so you can argue your point and have a human actually look at it, but they don’t
If you think its libellous and doing damage to your business, you could seek out a solicitor to issue them with a LBA if you think its worth going to court over
Seller_g0hK8Fa5sCNj5
I think being able to reply to product reviews would be great and benefit both customers and sellers. This is why I like Trust Pilot you get both sides of the story.
When was this feature removed from Amazon are we talking 5+ years ago?
Seller_g0hK8Fa5sCNj5
You can also reply to product reviews if you have your store set up to collect them. I have seen product review widgets on peoples stores with replies.
I agree with you that many negative customer reviews are justified however I sell my own branded products on here and have had 1 star reviews which I believe were just a case of the customer not reading the product descriptions.
e.g. I have stated that the product is odourless and I have received a 1 star review for the product not having a smell.
In this situation I think it would be good to point out that the product description states the product is odourless. In fact it would be even better turn around to Amazon and get this removed but that is far more wishful thinking than being able to reply to product reviews.
Seller_harZODEy2Cr9j
In truth I struggle to understand the point you are trying to make.
This was in your previous response:
“…As the reviews are somewhat anonymous and not linked to an order (from our end) you could reply to a customer who bought off someone else…”
You’re now saying your point was that you can’t. It is somewhat contradictory. Maybe I am being obtuse.
If you don’t think reviews can be damaging to a business I admire your fortitude. Personally, I think a sound brand reputation is the lifeblood of any commercial enterprise. While I appreciate negative and positive feedback on products is part and parcel of any merchant’s life, I think there are limits to what people should be allowed to say. I’m often baffled at the reviews I come across on Amazon. I think merchants should be allowed a voice. I am saying that as a consumer as well as a seller.
As for the example re Nike, I’m sure they, just as you and me, understand it would be an exercise in futility pursuing someone through legal channels just because the individual aired an unfavourable review. It’s a waste of time and resource.
Re libel - the Amazon review system is rife with it. I don’t think it should be. I think the criteria for reviews should be tighter and Amazon should take responsibility for what is published on the platform.
The dictionary definition of libel is “a published false statement that is damaging to a person’s/body’s reputation; a written defamation.” That opens a huge debate in itself as to what is and isn’t libellous amongst us mortals and legal professionals.
I wish you all the best in your business and thanks for your interest in the topic.
Seller_WseB32EBb785w
I think it’s best to just move on. I’m sure that you’ll have the confidence that the vast majority of reviews you receive will be positive, virtue of the service and products that you are offering, so over time, if you haven’t already, you will build up reviews that prompt purchase from new customers. Amazon won’t help, their robots do what they do, and helping you won’t be part of their program. At the end of the day, in retail you are going to get this - I doubt there are many physical retailers out there that haven’t had to deal with unfair criticism at some point, difference being that it would be primarily, word of mouth, as opposed to documented. It’s annoying for sure, but that annoyance wouldn’t get close to trying to pursue a retraction via savagely unforgiving AI
