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This article applies to selling in: United States

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. For more information about resolving and responding to buyer feedback, see About the Feedback Manager.

However, there are some situations when Amazon will 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, in turn, your Order Defect Rate (ODR).

Amazon will remove feedback only in the following cases:

  • 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.

Amazon will strike-through feedback in the following cases:

  • The entire comment relates explicitly to fulfillment and service for an order fulfilled by Amazon. 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 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, the following statement will appear:
    The fulfillment issues associated with this order were not due to the seller.

We strongly suggest that you work with buyers to resolve negative feedback. Buyers can update their feedback on a seller transaction within 60 calendar days from the date they originally left the feedback. They can do this one time for every seller transaction.

If you believe that the feedback you received meets any of the criteria above for removal, you can contact us to request its removal. To learn more, see About the Feedback Manager.

Note: Removal requests must be made within 90 days of the feedback being submitted. The system will prevent feedback removals after 90 days.

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