Can Amazon remove buyer feedback?

As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved.

However, there are some situations when Amazon may remove or strike-through buyer feedback. In such situations, if your request is granted, the impact of the feedback will be removed from your feedback rating and Order Defect Rate Order Defect Rate (ODR). Following are the scenarios when Amazon may either remove or strike-through feedback:

Removal of feedback

• The feedback includes words commonly understood to be obscene or profane.
• The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
• The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”

However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”

Striking of feedback

Amazon may strike-through feedback in the following cases:

• The order was fulfilled by Amazon: The entire comment relates explicitly to delivery experience for an order fulfilled by Amazon (FBA). In addition to the strike-through, the following statement will appear: "This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience."
• The order was shipped using the Buy Shipping service: The entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services. In addition to the strike-through, this statement will appear: "The fulfillment issues associated with this order were not due to the seller."

Refer to Buyer Feedback for FBA listings for additional information.

For additional information on how to use Feedback Manager, refer to Which tools are used to manage seller feedback?