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Pinned by community manager⭐ Product Review vs. Seller Feedback: Know Your Rights
Understanding the distinction between product reviews and seller feedback isn't just helpful—it's essential for your success on Amazon. Many sellers confuse these two types of feedback, which can lead to mishandled customer interactions and missed opportunities to improve their business. By clearly understanding these differences, you'll be better equipped to manage your store performance, protect your account health, and grow your sales effectively.
A product review is a customer's evaluation of the specific product you sell. It includes a star rating (1 to 5) and often a written comment detailing their experience with the product. Product reviews are centered on the product's attributes, such as quality, functionality, and overall user experience. They are visible on the product detail page and play a significant role in influencing potential buyers' purchasing decisions.
Seller feedback, on the other hand, is a public rating of your performance as a seller. It focuses on the customer's experience with your service, including aspects like shipping efficiency, packaging, professionalism, and customer support. Seller feedback is not about the product itself but rather how well you perform as a seller. It is displayed on your seller profile and can impact your eligibility for the Buy Box, search visibility, and overall account health.
Key Differences
- Focus: Product reviews are about the product, while seller feedback is about your service as a seller.
- Visibility: Product reviews are prominently displayed on the product detail page, while seller feedback is found on your seller profile.
- Impact: Both types of feedback influence your sales and reputation, but in different ways. Positive product reviews can boost your product's visibility and sales, while high seller feedback can improve your chances of winning the Buy Box and maintaining a healthy account.
- Management: You can request product reviews from customers who have purchased your product, but you should avoid soliciting seller feedback directly to comply with Amazon's guidelines.
Why Both Matter
Both product reviews and seller feedback are essential for your success on Amazon. Product reviews help build trust and credibility for your products, while seller feedback reflects your professionalism and customer service. Managing both effectively can enhance your reputation, drive sales, and ensure long-term success on the platform.
By understanding the differences between product reviews and seller feedback, you can better navigate Amazon's feedback systems and use them to your advantage. Focus on providing excellent products and customer service to earn positive feedback in both areas.
💬 What's your experience managing product reviews and seller feedback? Share your best practices and challenges below! And if you found this guide helpful, don't forget to upvote so other sellers can benefit too.
⭐ Product Review vs. Seller Feedback: Know Your Rights
Understanding the distinction between product reviews and seller feedback isn't just helpful—it's essential for your success on Amazon. Many sellers confuse these two types of feedback, which can lead to mishandled customer interactions and missed opportunities to improve their business. By clearly understanding these differences, you'll be better equipped to manage your store performance, protect your account health, and grow your sales effectively.
A product review is a customer's evaluation of the specific product you sell. It includes a star rating (1 to 5) and often a written comment detailing their experience with the product. Product reviews are centered on the product's attributes, such as quality, functionality, and overall user experience. They are visible on the product detail page and play a significant role in influencing potential buyers' purchasing decisions.
Seller feedback, on the other hand, is a public rating of your performance as a seller. It focuses on the customer's experience with your service, including aspects like shipping efficiency, packaging, professionalism, and customer support. Seller feedback is not about the product itself but rather how well you perform as a seller. It is displayed on your seller profile and can impact your eligibility for the Buy Box, search visibility, and overall account health.
Key Differences
- Focus: Product reviews are about the product, while seller feedback is about your service as a seller.
- Visibility: Product reviews are prominently displayed on the product detail page, while seller feedback is found on your seller profile.
- Impact: Both types of feedback influence your sales and reputation, but in different ways. Positive product reviews can boost your product's visibility and sales, while high seller feedback can improve your chances of winning the Buy Box and maintaining a healthy account.
- Management: You can request product reviews from customers who have purchased your product, but you should avoid soliciting seller feedback directly to comply with Amazon's guidelines.
Why Both Matter
Both product reviews and seller feedback are essential for your success on Amazon. Product reviews help build trust and credibility for your products, while seller feedback reflects your professionalism and customer service. Managing both effectively can enhance your reputation, drive sales, and ensure long-term success on the platform.
By understanding the differences between product reviews and seller feedback, you can better navigate Amazon's feedback systems and use them to your advantage. Focus on providing excellent products and customer service to earn positive feedback in both areas.
💬 What's your experience managing product reviews and seller feedback? Share your best practices and challenges below! And if you found this guide helpful, don't forget to upvote so other sellers can benefit too.
Requesting Moderator Review: Feedback Blaming Seller for Wrong-Door Delivery (Carrier Error)
Hello everyone,
I would appreciate support from a Moderator regarding feedback on order 204-2568790-2345119. Case id : 11802306362
The buyer left the following feedback:
“Package delivered late (took nearly two weeks to arrive) and delivered to wrong address despite correct one being supplied. Parcel not damaged but poorly protected so item packaging was damaged on arrival – not great as it’s a gift.”
Here is why this feedback is incorrect under Amazon’s rules:
Wrong-door delivery
The courier delivered the parcel to the wrong address, and the neighbour who received it did not inform the buyer. This is a carrier error, not a seller error. Amazon’s guidelines specify that feedback relating to delivery driver mistakes, misdelivery, or carrier performance should not count against the seller.
“Nearly two weeks late” – factually incorrect
The estimated delivery window provided by Amazon was until 1 December, and the parcel arrived only a few days later, during peak-season courier delays. This is not a two-week delay and does not reflect seller performance.
“Poorly protected” – product was not damaged
The buyer confirmed the product was not damaged, only the outer cardboard had light creasing from courier handling. Comments about packaging condition belong in product reviews, not seller feedback, according to Amazon policy.
I resolved the issue immediately
As soon as the buyer contacted me, I investigated, located the correct address, identified which neighbour had the parcel, and resolved the situation. The customer received the item shortly after.
This feedback is entirely rooted in courier and neighbour errors, not seller fulfilment or customer service. The negative mark is being placed on the seller for events completely outside seller control.
I kindly request that a Moderator review this case for removal, as the initial support response did not correctly apply Amazon’s feedback guidelines.
Thank you in advance for your help.
@Seller_Udi0JNbTrsmUV @Seller_ZyGdB49sb7An4 @Seller_XUNeUuvrQDpgP @Seller_j9Bd91CW3ZVpr @Seller_YeWcEeTwlVO93
@Seller_l3eCP9f1PtJXC @Seller_lmwzklfLOK2Ob @Seller_DNQGSsdC7DccM @Seller_z3k8APxGfbQEK @Seller_TSXM2A5nxWSuH @Seller_fgtTzyHQfOM1x @Seller_XUNeUuvrQDpgP @Seller_VJ4XoAkjDpjPH @Seller_b91S9zQ2eKxLt @Seller_Rv3kmJHEUMGJH @Seller_gAhPNiLrkfTcr
⭐ Minimize Returns: Image & Detail Page Success Guide
Dear Sellers,
Every product return impacts your bottom line through shipping costs, processing time, and potential inventory depreciation. More importantly, high return rates can affect your account health metrics and seller performance ratings.
High return rates are often a result of customers receiving different items from what they expected. Here's how to prevent this through better images and descriptions:
⭐ Image Tips to Prevent Returns:
- Show accurate size, colour, and scale
- Include clear photos of all important product features
- Don't include accessories not included with the product
- Ensure images match the actual product being shipped
- *Use multiple angles to show product completely
- For clothing, show fit and fabric details clearly
📝 Detail Page Tips to Reduce Returns:
- Write clear, accurate titles without exaggeration
- List exact measurements and specifications
- Highlight any limitations or restrictions
- Be specific about what's included in the package
- Use bullet points to highlight key features
- Clearly state size/fit information if applicable
🚫 Common Return Triggers to Avoid:
- Misleading images showing unincluded items
- Vague or missing product measurements
- Unclear product specifications
- Inaccurate colour representation
Key Point: Accurate product representation helps customers make informed purchase decisions, reducing return rates.
💭 We'd love to hear from you: Which detail page improvements have most effectively reduced your returns? Share your insights below!
Need more help? Check our detailed guides here:
Stop this unfair practice Amazon
Amazon Marketplace Sellers Deserve Better
I’ve just had to refund a £50 book because a buyer contacted me six weeks after purchase claiming it hadn’t arrived. Amazon sided with the buyer — no surprise there — but here’s the kicker: Amazon only lets sellers access shipping labels for 30 days. So I couldn’t retrieve the tracking number. Royal Mail won’t compensate without it. And the buyer? They’re allowed to raise claims well beyond that window.
Amazon lets buyers raise INR claims after 30 days ✅
Royal Mail requires tracking info to issue compensation ✅
Amazon deletes label access after 30 days ❌
Sellers are left footing the bill ❌
This isn’t just poor policy — it’s a system designed to protect platforms and punish sellers. We’re expected to absorb losses, stay professional, and keep selling while the rules work against us.
Enough is enough. Amazon, Royal Mail, and other carriers need to align their timeframes and give sellers the tools to defend themselves. Until then, we’re operating in a rigged system.
If you’re a seller who’s faced this — speak up. The more noise we make, the harder it is to ignore.
Will Amazon’s system EVER STOP attacking sellers for no reason?
I am seriously confused and frustrated with how Amazon’s system is working lately. A customer opened a return because the shoes were too small. Royal Mail could not collect. The customer messaged saying the label was missing. I replied immediately and explained that Amazon provides the label, not the seller, and asked them to request a new one from Customer Service.
Instead of doing that, the customer went to Amazon and opened an A to Z claim with a completely different story. They selected “damaged or defective” even though they never said anything like that to me and the original reason was “too small.”
Now Amazon has given me a Product Condition Complaint saying “Used Sold as New.” The item was brand new. No damage. No customer complaint about condition. Nothing.
All of this came only because customer service LOVE TO PUNNISH SELLERS on A to Z form. No investigation. No evidence. No logic. The system punished me instantly.
I want to understand how this makes any sense.. What are we supposed to do when we follow all policies correctly but still get hit with account health issues created by Amazon’s own process.
i can easily get rid of all this allegation this is not a problem but why ş should waste my time because UNTRAINED PEOPLE keep trying to punish sellers. This has to be STOP
Ongoing Refund Scam Causing £74,000+ Loss
We are currently facing a severe and ongoing issue on Amazon where multiple fraudulent buyers are abusing the platform’s refund policy to conduct illegal dropshipping scams. These individuals are purchasing our products, obtaining automatic refunds from Amazon (without returning the goods), and selling the items on marketplaces such as eBay.
We have concrete proof of this activity. We ourselves placed an order via eBay and confirmed that the product was delivered by our own carrier partner, clearly indicating that the fraudulent sellers are sourcing the products through Amazon, using our listings. This is blatant abuse and financial fraud.
To date, we have incurred a financial loss exceeding £74,000 due to these scams. Despite providing Amazon with detailed evidence—including delivery confirmations and links between eBay sellers and fraudulent Amazon buyer accounts—we have only been told that certain buyer accounts have been blocked. Unfortunately, this has not resolved the issue, as the perpetrators simply create new buyer accounts and repeat the same tactics.
Amazon’s current system appears to be enabling these bad actors:
Automatic refunds are issued without proper verification.
Non-returnable product policies are exploited repeatedly.
SAFET claims are consistently denied, despite our substantial proof.
No access to the identity or information of these fraudulent buyers is provided to us, limiting our ability to pursue independent legal action.
We believe that Amazon has both the capacity and the responsibility to flag and stop buyers who request multiple refunds in a short period, yet this loophole continues to be ignored. As a result, we—the legitimate brand owner and seller—are left absorbing the losses, while Amazon and the fraudulent parties profit from our products and work.
Immediate escalation to a senior account or fraud specialist.
A full investigation with outcomes shared transparently.
Reimbursement or support in recovering our losses.
Policy review and stronger safeguards against recurring refund fraud.
We are more than willing to provide all supporting documentation again to aid in this process.
Amazon return SCAM
Amazon has accustomed buyers to the idea of choosing a false reason for returning an item, thus providing them with free returns service, which the seller pays for. Amazon's 6% rate, eBay's 1% rate, SCAM.
