Our product has been a best-seller for many years, and we consistently maintain strict quality checks for every batch. However, we have recently experienced a surge in negative reviews and refund requests.

Upon reviewing some of the reviewer profiles, we noticed that several have little to no review history or primarily leave negative reviews. It appears that some customers may be ordering the product, returning it, and leaving negative feedback. What’s even more frustrating is that many customers provide no reason for their refund or return, and Amazon refunds them outside their refund period.

This situation is becoming a significant financial burden on our business. We not only incur costs for PPC advertising but also for refunds, returns, and disposal fees. While this seems to be a win-win for Amazon, as a small seller, it is becoming increasingly difficult to even break even.

Has anyone else experienced a sudden spike in negative reviews and refunds recently? Any advice on how to handle this situation would be greatly appreciated.

When a customer leaves a negative review and opts out of communication, leaving you no way to reply or make amends, is it acceptable to use, say, A+ content for the product to publicly respond to these reviews?

I find it frustrating that customers don't read the instructions, make mistakes, and then leave negative feedback with no option to address or question the issue.

Thanks

Issue Summary:

I am experiencing significant issues with unverified negative reviews on my products listed on Amazon. These reviews are from individuals who have not made confirmed purchases, and they are severely impacting my business's reputation and sales. This practice violates Amazon’s own review policies and the newly enacted Digital Markets, Competition and Consumers (DMCC) Act in the UK, which aims to ban fake reviews and enhance consumer protection.

Detailed Explanation:

Nature of the Issue:

Unverified Reviews: My product listings are receiving negative reviews from individuals who have not purchased the products through Amazon. These unverified reviews are misleading potential customers and causing substantial harm to my business’s reputation and financial health.

Amazon's Policies: According to Amazon's review policies, reviews should be from confirmed purchases to ensure authenticity and reliability. These unverified reviews clearly violate this policy.

Impact on Business:

Reputation Damage: The presence of unverified negative reviews misleads potential buyers, undermining trust in my products and my business as a whole.

Financial Loss: The misleading reviews have led to a noticeable decline in sales, directly affecting my revenue.

Customer Confusion: Genuine customers are being misled by these fake reviews, which affects their purchasing decisions and overall shopping experience.

Legal Context - DMCC Act:

Consumer Protection: The DMCC Act, recently passed by the UK Parliament, bans fake reviews to protect consumers from being misled. It requires digital platforms to ensure that reviews are genuine and from confirmed purchases.

Regulatory Oversight: The Competition and Markets Authority (CMA) has been empowered to enforce these regulations and take action against platforms that allow fake reviews, including imposing significant fines.

Previous Attempts to Resolve:

Initial Case: I previously created a case and spoke with Amazon support, but the escalated case log did not include all the necessary details. The issue remains unresolved, and the unverified reviews are still active on my product listings.

Requested Action:

Immediate Removal: I request the immediate removal of all unverified reviews from my product listings.

Policy Enforcement: I urge Amazon to enforce its review policies strictly to ensure that only reviews from confirmed purchases are allowed.

Compliance with DMCC Act: Amazon must comply with the DMCC Act by implementing robust measures to verify the authenticity of reviews and protect sellers from the adverse effects of fake reviews.

Conclusion:

The ongoing issue of unverified negative reviews not only violates Amazon’s policies but also breaches the DMCC Act, which aims to ensure fair practices and consumer protection in digital markets. I request urgent action to address this issue to prevent further damage to my business and ensure compliance with the new legal requirements.

Thank you for your prompt attention to this matter.