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How to remove a video from review
Hi everyone, hope this finds you well.
I have a great review from a customer where she also posted a great video. She did that back in November 2023. At that time my product had an extra item included, which i had to remove from the product offering more than 6 months ago. My listing was updated accordingly, not in photos, not in description, not in A+ content this removed item is not mentioned and not advertised.
However, recently one customer returned the product because that item was not included. She saw that video on 2023 review and did not really read the listing etc. I was happy to refund her of course but she only wrote to me after she returned the product and left that note that item was missing.
Now amazon decreased my rating "health" because of that.
What is the best course of action here? Is it possible /advisable to ask amazon to remove the video from that review? Or the whole review? (It is a positive review, just misleading slightly) Or just leave it?
I see sometimes listings where they are slightly different from those in the review (colour, shape, items)
many thanks!
Aya
2 replies
Seller_NbYSGJ8Tehgbv
The argument from Amazon here is that your item has changed and you should have created a new listing entirely when you had to remove the extra item that used to be included.
This is extremely undesirable because there are no sellers who prefer to start at 0 reviews again. Unfortunately, this is the rule. You will not have that review on your new listing and all of the reviews you do get will be for your new offering which does not include that extra item.
If you keep your old listing, you risk your health rating deteriorating even further.
JiAlex_Amazon
Hello @Seller_HoYEgVhxHIIp6!
My name is JiAlex from the Community Manager team here on forums. I wanted to follow up on your post. As peer seller mentioned, it is not possible to remove video review, if the product changed, or has different parts, a new listing will need to be created.
Here are some links that may help you related to the topic:
Edit listing and product information
Any assistance, don’t hesitate to reach out our support channel.
Regards,
JiAlex
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