8,000 Reviews Lost Due to Amazon's Own Variation Process
I am a UK-based Amazon seller and I am writing to highlight and escalate a serious unresolved issue that has caused significant commercial harm to our business.
The facts are simple:
1. Approximately 8,000 five-star reviews have been removed from our hero product ASIN over the last 6 months, reducing our count from nearly 10,000 to 1,600.
2. In Case 12258983052, Amazon's own support team acknowledged this was caused by the variation separation process — an Amazon-side action — and committed to a specialist investigation into reinstatement.
3. That commitment has not been honoured. I have since received three identical copy-paste template responses (most recently from Pratiksha S.) that ignore the specific circumstances of my case entirely and cite standard review removal reasons that Amazon's own earlier agent had already acknowledged do not apply.
I am not asking for anything outside Amazon's policies. I am asking for the investigation that Amazon's own team committed to in writing to actually take place.
Has anyone else experienced the same issue? Please share details as if this is a wider problem facing more accounts, maybe we can combine forces to address.
8,000 Reviews Lost Due to Amazon's Own Variation Process
I am a UK-based Amazon seller and I am writing to highlight and escalate a serious unresolved issue that has caused significant commercial harm to our business.
The facts are simple:
1. Approximately 8,000 five-star reviews have been removed from our hero product ASIN over the last 6 months, reducing our count from nearly 10,000 to 1,600.
2. In Case 12258983052, Amazon's own support team acknowledged this was caused by the variation separation process — an Amazon-side action — and committed to a specialist investigation into reinstatement.
3. That commitment has not been honoured. I have since received three identical copy-paste template responses (most recently from Pratiksha S.) that ignore the specific circumstances of my case entirely and cite standard review removal reasons that Amazon's own earlier agent had already acknowledged do not apply.
I am not asking for anything outside Amazon's policies. I am asking for the investigation that Amazon's own team committed to in writing to actually take place.
Has anyone else experienced the same issue? Please share details as if this is a wider problem facing more accounts, maybe we can combine forces to address.
4 replies
Seller_iiHSdsVeiRryj
Wow I'm so sorry to hear this - that's a significant loss. I'm also having no luck getting a proper response just the usual stock answer that reviews are removed due to four reasons - would be keen to hear if you find any ways of actually getting through to someone at Amazon that can actually help
Seller_JAK1lQ4JeZYTn
I thought my situation was bad as lost 24 reviews one night. 85 there one day and then 61 and since then I've seen reviews pop up in the morning and vanish by mid afternoon. all the missing reviews were verified reviews and typically all but one were 5* with photos etc so great to have on the listing.
I did see this on another post and have done it, I have had two email updates so far both saying the same thing (they are still looking into it) This is what the amazon mod said to do.
1. Visit Customer Service from your Customer Account
2. Select Help with something else (if this button is displayed)
3. Select Something else
4. Select Amazon Community
5. Select Customer Reviews
6. Moderation Process
7. Select I need more help
8. Select Send us an email under Email us
Provide the information on your ASIN and ask them to review it to determine why the reviews were removed.
This will send an email to the Community Moderation team and they will get back to you when they have completed their investigation.
Seller_uO041MVHNr3pA
Good luck with this- I gave up over 2 years ago when it happened to me- Even though Amason SS stated they could see the feedback on the products it is still not showing on the product listings and many of which no longer have any feedback showing at all. The downside to this is a hugh loss of sales.
All this happened around the same time I identified over charges on my account due to the bots changing the category - Did eventually got it sorted and a refund on the overcharge but nothing today on the feedback- just given up.
Aria_Amazon
Hello @Seller_ROGZjrVK9Qjml,
I can see how impactful this has been for your business — losing that volume of reviews on a hero product is no small thing.
I just looked through the case and would like to mention that it was internally escalated by the team but you haven't received any update on it and it got closed.
Just to ensure that you're checking back on the team's progress, can you reply to the case asking for an update — or create a new support case describing your issue and referencing Case ID 12258983052 most importantly.
Update me here once you've done that and I'll check on the matter from my end.
Best,
Aria
