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 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 Order Defect Rate (ODR). Following are the scenarios when
Amazon will either remove or strike-through feedback:
Removal of feedback
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
Striking of feedback
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.
If the feedback you have received meets the above criteria, you can request for
removal using Feedback Manager
steps to request for removal of feedback are outlined in
Request removal of a feedback
. You can address buyers’ issues by replying to their
feedback, using Feedback Manager. For further guidance on replying to their feedback, refer
to Post a public reply
can request for feedback removal only via Feedback Manager
Contacting our Support teams through ‘Contact Us’, or any other methods to request for
feedback removal, other than the Feedback Manager, may lead to account deactivation. Removal
requests must be made within 90 days of the feedback submission. The system prevents
feedback removal after 90 days.
For additional information on how to use Feedback
Manager, refer to Which tools are used to manage seller