There are only 2 ways to get negative feedback removed and nothing else: Ask to have it removed by amazon or ask the customer to remove it. Here are the challenges of each:
Ask the customer to remove it:
- Its nearly impossible to have customers respond after a sale occurs
- You cannot bribe or solicit any $ in turn for removing feedback. Will prompt account suspension
- Contact info is usually masked to customers, and the chance of your email/message getting through is low
- You can try to mail a “token of appreciation” to the customer, but its not 100% certain they will follow through
Ask Amazon to remove it:
- You can now only use the bot to remove feedback
- Once you get denied, you have 1 appeal in 30 days that you can ask to remove that feedback
- Staff at Amazon don’t always read your messaging or skim over it. Most get denied.
So what do you do?
- Try, try, and keep trying. always try to reach out to your customer. Ensure you write a REAL EMAIL and not just copy paste some generic email or use a solicitation service to fight negative feedback. You will just upset people more.
- Change your practices to get less negative feedback; identify your root cause.
- Use a service like feedbackfixers to take care of the above hands off.
About Author
Edward Richter
15 years in ecommerce with 5 exits ranging from industrial goods, electronics, home & garden as well as power equipment with a heavy amount of revenue focused on Amazon.
About 10 years ago, my electronics dot com began to grow our Amazon presence. We went from doing 10 orders per day to 1000 on Amazon within just a few months. All that growth was great, however, we found that keeping up with Amazon’s strict rules of ODR and upkeeping 95%+ feedback was hard.
Over the last decade, our focus has always been customer service in all of my retail companies, and while I welcomed Amazon’s strict rules and SLA’s, it was still a challenge to get to 99% error-free orders based upon Amazon’s ODR metrics.
We began to build parts of our team that would focus on reducing negative feedback, claims etc, but there was always those cases where the feedback or claim was not fair and not warranted. Sometimes a product claim vs. our service etc. In the beginning, it was easy to tell Amazon something was wrong and they would fix and remove the feedback. As time went on, especially in 2018, it became near impossible.
This is where FeedbackFixers was born. We have built and perfected a process in house through a decade of feedback experience as an FBM retailer for working with unpleasant feedback. Our passion is to service the customer, but it is also to make it fair and give the ability to small business’s to succeed on Amazon with our amazing service.
