I’ve been an Amazon seller for three years. These days, I’m primarily an Amazon FBA seller, meaning Amazon stores, picks, packs, and ships all of my products on my behalf. But when I started, I was a merchant-fulfilled (FBM) seller; I handled all my own orders. As a FBM seller, I sold mostly used or collectible items, too. That meant that I had to compete not just on price, but on my overall worth as a third party Amazon seller. So seller feedback was pretty important to me. For that reason, I had to become a master at Amazon feedback removal.
- In this handy guide, I’ll teach you a little about what Amazon seller feedback is and why it’s important.
- Then, I’ll give you the 3 basic steps for Amazon feedback removal.
- And finally, I’ll show you an easy way to avoid bad seller feedback and bad product reviews altogether using Jump Send.
What is Amazon seller feedback?
Amazon seller feedback is a rating that shoppers give to third party Amazon sellers based on their overall performance in a transaction. Unlike product reviews, a shopper can only give you Amazon seller feedback if they actually purchased something from you.
Amazon seller feedback comes with five major parts:
- Feedback rating. This is a score that the shopper awards you. It ranges from 1 to 5 stars. Here’s what each of those ratings mean:
- 1 – Awful.
- 2 – Poor.
- 3 – Fair.
- 4 – Good.
- 5 – Excellent.
- Item arrived by [date]? This is a yes or no question. If it’s fulfilled-by-Amazon, then this is on them to fulfill it by that date. But if you’re doing your own fulfillment, you need to make sure that your items arrive on time.
- Item as described by the seller? This is a yes or no question. Of all the things you can get burned on making Amazon feedback removal difficult, it’s this one. Make sure that you’re describing your products correctly, especially if they’re used or collectible items.
- Prompt and courteous service (if you contacted the seller)? This one is yes, no, or did not contact. Like the item arrival, if the product was shipped FBA, this one is on Amazon since they usually handle customer service for you.
- Comments. Finally, the shopper will leave a comment. Usually, this is the biggest clue to whether or not Amazon feedback removal is possible.
Why is Amazon seller feedback important?
Amazon seller feedback works as a gauge to other shoppers whether or not you’re a third party seller worth purchasing products from. Of course, as a private label seller, more often than not you’re going to be the only seller selling your products. Therefore, you (and Amazon Warehouse Deals) will be the only sellers for your product.
However, if you are a wholesaler, used items seller, or collectible seller, you might be competing against other sellers. In this case, your seller feedback score is pretty important, since shoppers may not trust a seller if they have a particularly low seller feedback score. Even if you’re the cheapest one there!
Additionally, your Amazon seller feedback score may affect whether or not you win the coveted Buy Box.
Finally, if your Amazon seller feedback gets too low, Amazon may bar you from selling on Amazon.
These are all reasons why keeping a good feedback score is so important. And that’s why you should know how Amazon feedback removal works.
How do you remove feedback on Amazon?
Amazon feedback removal is something I consider a basic skill that every Amazon seller should have. While Amazon seller feedback may not have as much bearing as, say, product reviews, it can hurt your chances at making a sale if it’s too negative. And if you get too low, Amazon could potentially suspend and/or ban you from selling on Amazon.
The Amazon feedback removal process is pretty straightforward. Here’s the three basic steps to perform Amazon feedback removal:
Amazon Feedback Removal Step 1 – Determine if the feedback is actually removable or not
Before you run off to contact Amazon seller support to remove your feedback, you need to determine if it’s actually feedback that you can remove. But don’t despair. 9 times out of 10, it’s usually something that’s not your fault. Here’s Amazon’s guidelines for feedback that can be removed or striked-through.
Amazon only removes feedback in the following cases:
- The feedback includes obscene language.
- The feedback includes seller-specific personally identifiable information.
- The entire feedback comment is a product review.
Amazon will strike-through feedback in the following cases:
- The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon.
- The entire feedback comment is solely related to delayed or not received packages, for orders shipped on time by the seller using Buy Shipping.
As you can see, if you’re an FBA seller, most issues with selling will either be Amazon FBA’s issue or something else, such as a product review in seller feedback.
Amazon Feedback Removal Step 2 – Contact seller support
There’s a number of ways to do this, although many can be somewhat circuitous.
Here’s the method I use:
- Login to Amazon Seller Central.
- Click the Get Support button just above the footer on the left.
- When the popup appears, click Contact Us.
- Click the Selling on Amazon option.
- When the popup reappears, type in “remove seller feedback.”
- Review Amazon’s guidelines, then click the X to close the popup.
- Click Customers and Orders on the left hand menu.
- Enter the Order # with the negative feedback in the box and hit enter.
- Click Customer Feedback Removal Request and hit Next.
- Review the Feedback. If correct, click Next.
Like I said, it can be somewhat difficult to perform, but once it’s done, the rest is easy.
Amazon Feedback Removal Step 3 – Wait for Amazon to review the removal request.
More often than not, Amazon instantly removes it or crosses through it. Sometimes, it could take an hour or so. Either way, it’s pretty rare that it takes longer than a day.
On rare occasions, Amazon might challenge the removal request. If this happens, you can resubmit and make your case. You might get a different seller support representative who sees the same thing that you do and remove it. It doesn’t hurt to reattempt.
How to avoid negative Amazon seller feedback and bad product reviews
Of course, your first line of defense is always going to be good customer service. Obviously, if Amazon’s handling your products for you, your customer is going to get good customer service, right? In theory, that seems true, but in reality, even with a monster company like Amazon things can go wrong. And you and your feedback and reviews definitely don’t want to be on the receiving end of something that Amazon did on your behalf.
That’s why it pays to be proactive.
The easiest way to make sure your customers have a good experience buying your products on Amazon, regardless if you shipped them or Amazon, is by following up with great customer service emails.
But if you’re selling hundreds (or thousands!) of products every month through Amazon, it’s going to be impossible to send each and every customer an email asking how they’re doing.
Fortunately, there’s a better way.
How to follow up with your customers the easy way.
Did you know that Jump Send, along with being an Amazon seller favorite promotional launch pad also offers automated emails to your shoppers?
If you’re a Jump Send user, all you have to do is set up a simple email campaign and Jump Send will automatically send it to each and every person who has purchased a product from you.
These automated emails are your first line of defense against negative feedback or (worse!) negative product reviews. By demonstrating that you care about the customer’s experience and are willing to correct any mistakes that were made in the transaction, you won’t even need to become a master of Amazon feedback removal.
Jump Send does the hard work for you!
“Jump Send helps me to grow my business without spending hours on tedious tasks. The time I save is worth the investment alone, but what’s even better is that it also has a profound impact on increasing my sales!” – Kevin David, multi-million dollar Amazon seller
Amazon Feedback Removal Conclusion
There you have it. As I said in the article, Amazon feedback removal is more or less an easily acquirable skill for Amazon sellers. Often, shoppers don’t understand that your products are shipped and handled by Amazon or that there’s a difference between Amazon seller feedback and product reviews. And while Amazon seller feedback may not be as important for conversions, sales, and profits as Amazon product reviews, it’s still something you want to keep high.
Do you have any questions about Amazon feedback removal? If so, let us know in the comments below!