Amazon Removed "Contact Customer" for Critical Reviews?
I just noticed that Amazon has removed the "Contact Customer" option when a critical review is left. Does anyone know why they made this change?
In many cases, negative reviews stem from issues that we're able to resolve by communicating directly with the customer, which often results in a much better experience for them. While we don't receive low-star ratings frequently, I'm concerned about how this change could impact our overall review rating in the future if we no longer have the opportunity to address customer concerns directly.
Has anyone else experienced this, or heard any explanation from Amazon?
Amazon Removed "Contact Customer" for Critical Reviews?
I just noticed that Amazon has removed the "Contact Customer" option when a critical review is left. Does anyone know why they made this change?
In many cases, negative reviews stem from issues that we're able to resolve by communicating directly with the customer, which often results in a much better experience for them. While we don't receive low-star ratings frequently, I'm concerned about how this change could impact our overall review rating in the future if we no longer have the opportunity to address customer concerns directly.
Has anyone else experienced this, or heard any explanation from Amazon?
13 replies
Seller_9z7K85RzAOGC9
Amazon wants sellers to have as little contact with "Amazon's Customers" as possible. Getting in touch with buyers might lead to sellers having positive interactions with those buyers and Amazon will have none of that on their platform.
Seller_Hi7wbO2Kbo6bl
If you are talking about product review (not seller feedback) -- sellers are not allowed to contact buyers regarding product review. Once it was possible to leave a public reply. That was abolished a few years ago, and all existing seller replies were wiped out at that time.
The only exception to contacting buyer is connected with brand registry, and the only allowed if Amazon supplies a link. They do not always do that.
Seller_6mZjSeJF3BIm7
Removing this option takes away one of the few opportunities we had to proactively provide better service and resolve a customer’s issue directly. The conversation is still fully visible and controlled by Amazon, so I do not understand why this channel needed to be removed. In many cases, a simple direct exchange could turn a negative experience into a better outcome for the buyer.
Seller_qnUj0DBcehuv3
Amazon removing this highly productive feature is not a good development for the customer. It removes our channel of resolving problems and ensuring the customer is provided with excellent & proactive after sales service.
Contrary to what Amazon might say "You can still respond when customers contact you first via the Messages.", there are customers who do not know how to contact the seller. We have come across product reviews where the customer literally says "I hope the seller would see this review and contact me".
Has to agree with @Seller_9z7K85RzAOGC9 these initiatives by Amazon is widening the gap between the customer and the seller.
Michelle_Amazon
Hello @Seller_WDCzw6uC9V0N8
To align with our store-wide communication guidelines, we’ve removed the ability to use Brand Customer Reviews to initiate contact with buyers who leave critical reviews (1-3 star). We're making this change to ensure authentic buyer reviews, which strengthens customer trust and drives confident purchasing decisions. With this change, you won't be able to use the Customer Review template to contact buyers who submitted critical (1-3 star) reviews. You can still respond when customers contact you first about an issue.
Regards,
Michelle
Seller_Oco9bHGjkLCzO
Yeah, I noticed that too. My guess is Amazon is continuing to tighten up anything that could be seen as influencing reviews, even if the intention is just to help the customer.
It's frustrating because sometimes a quick conversation solves the issue completely. Hopefully it's just a temporary change or something they're testing, because losing that option takes away one of the few chances sellers have to turn a bad experience into a good one.
