1 star review
We have a listing that received a 1-star review from a customer. The customer's order is over a month old. They bought the wrong item and want a return. They asked us to call them, but we did not. We sent them a message through Amazon's internal messaging system to ask about the issue and try to resolve it, but the customer did not reply with specific details. Then they left a 1-star review. The review says: 'Doesn't fit and no good customer service. I would like a refund.' This is not a review of the product itself — it's about our service and the customer wanting a refund. Does this violate Amazon's review policy? Can we request that Amazon remove this negative review? Thank you!
1 star review
We have a listing that received a 1-star review from a customer. The customer's order is over a month old. They bought the wrong item and want a return. They asked us to call them, but we did not. We sent them a message through Amazon's internal messaging system to ask about the issue and try to resolve it, but the customer did not reply with specific details. Then they left a 1-star review. The review says: 'Doesn't fit and no good customer service. I would like a refund.' This is not a review of the product itself — it's about our service and the customer wanting a refund. Does this violate Amazon's review policy? Can we request that Amazon remove this negative review? Thank you!
2 replies
Maria_Amazon
Hi @Seller_nOyBE29Ct7YZI,
Thanks for posting. This is a tough one, the review sits in a gray area, but unfortunately it's unlikely to qualify for removal. Let me elaborate:
Amazon's Community Guidelines govern what reviews can and cannot contain. While the customer does mention service and a refund request, the phrase "Doesn't fit" is a product-related comment, which keeps the review within policy scope. Reviews that blend product feedback with service complaints are generally not considered violations, even if the product critique is minimal.
Amazon removes reviews only under specific, limited circumstances: the review violated Community Guidelines, the reviewer removed it themselves, multiple products were incorrectly listed as the same product, or Amazon detected unusual review behavior.
To ensure this gets reviewed by the correct team, I recommend reporting the review using the "Report" button directly on the product detail page. Select the reason you believe it violates guidelines and submit. Amazon Communities team will review it. If the review remains active after 48 hours, the decision is considered final.
Finally, hang in there — one review won't define your listing long-term, especially if your overall ratings are strong.
-Maria
Seller_SyrwvfNKE8cFP
No hay problema, que regrese el articulo y se le hace el reembolso. Gracias
