If you receive negative feedback, it is important to determine the cause of the problem quickly and to work toward resolving it. Note that the guidelines below apply only to seller feedback, not customer reviews. For specific guidelines about customer reviews, see Customer product reviews.
When a buyer posts negative seller feedback in Customer Reviews, we encourage you to contact the buyer individually to resolve the problem. After resolving their concerns, you can ask them to update the negative feedback or remove it from the website. Remember that pressuring or incentivizing a buyer to remove or modify negative feedback is a violation of our policies.
You can contact a buyer regarding negative feedback by using one of the following options:
For more information, see Email templates for Buyer-Seller Messaging.
You can also use the same steps to address incorrect feedback. If a buyer makes a mistake when evaluating and submitting feedback, you can't edit it, but the buyer can delete it.
For more information, see Can Amazon remove buyer feedback?.
To learn more about what we tell buyers about their feedback, see Remove Third-Party seller Feedback.
For buyers who decide not to remove or modify negative feedback, you can post a response on the Amazon website.
In your posting, you can explain how you worked to correct the problem. Your response won't change your feedback rating, but other buyers will be able to read your explanation when they see the buyer's feedback.
When replying to negative feedback, keep your comments brief and professional. Even if the buyer comment is not courteous, replying in a similar manner can backfire and reflect badly on you.
To remove your response: