3 Real Ways You Can Remove Negative Reviews on Amazon

Dealing with negative reviews on Amazon can be time-consuming for any seller. It can be frustrating to find unfair reviews when you’re trying to establish a trustworthy business. You might consider ignoring them, not letting upsetting remarks under your skin. But negative ratings affect your business.

From May 2019 to May 2020, Amazon showed a 170% increase in negative reviews. With 945,000 unhappy customers last year, Amazon sellers can safely (and sadly) predict that some bad reviews are inevitable. 

So, what can you do to remove negative reviews on Amazon? You can’t respond to every comment the same way. We have three solutions to improve your customer service reputation and your product page.

How Negative Reviews Affect Your Business

You know that good reviews help sell products, and bad ratings hurt sales, but why? The obvious answer is that customers want products that other customers like.

Some buyers purposely seek out negative reviews for warning signs. They can use reviews to compare quality between similar products or if they should avoid a product. 

Sometimes lousy customer service can outweigh the usefulness of a good product. Buyers might be searching comments for timely delivery or sellers that provide solutions.

Poor ratings can drop the score of star reviews. Amazon lets customers search for products by many factors, but most buyers select a high number of stars. Some buyers might be okay with 3-stars and up while others won’t settle for less than 5-stars.

It can be challenging to secure a 4-star or 5 -star rating. If you’re concerned about your product’s score, you should focus on 1-star reviews. It’s the lowest of the low that can have the most significant pull on your overall score.

When new buyers search through reviews on product pages, they’ll examine the worst, the 1-star, before anything else. Your goal should be to eliminate or avoid the lowest tier. If you successfully avoid 1-stars, only then shift your focus to 2-stars.

Negative reviews have the most significant impact on product pages with a smaller number of reviews. There’s less to read through, so buyers have more time to compare. When the poor reviews have more sway than the good, you could lose a potential buyer.

A handful of bad reviews can drop the rating more easily when there are fewer reviews. Suppose you have 200 reviews, then you might not be worried about ten bad reviews. But if you have 20 reviews and one is terrible, a buyer will read that review. 

That doesn’t mean you should ignore those ten. But you should especially pay close attention when your total is lower. Buyers will easily find those negative reviews when the numbers are down. When the review total is higher, buyers give them less weight.

How to Remove Negative Reviews on Amazon

Now that we’ve discussed how negative reviews can impact your business, you need to know how to remove negative reviews on Amazon. We have the three best ways to remove reviews and improve the ratings on your product.

  1. Comment Publicly
  2. Request Removal
  3. Create Positive Reviews

We’ll also go over a brief on what not to do to help you avoid costly mistakes and improve your image as a reputable seller.

#1. Comment Publicly

Responding to negative reviews by publicly commenting has a few benefits.

Firstly, by directly addressing the reviewer, you directly address the reason for their comments. If the review is vague, such as “I did not like this product,” you can ask the reviewer to point out any specific problems. State that you’d like to improve their experience, if possible.

If the customer has specific complaints, you have two options. If there are available solutions, explain the solution. You might need to refund a faulty product, or you might have a simple fix. 

If you create any product additions, changes, or updates because of the issue, mention the changes. When you comment, thank the customer for their helpful feedback.

While commenting doesn’t guarantee the reviewer will change their opinion or edit their review, other buyers will see your efforts. Sometimes reviewers will keep their comments the same but add a note that the seller or customer service has contacted them. Seeing review updates can encourage other buyers.

Sometimes your solution won’t work for the negative review you comment on, but it might help another customer. If your comment can help other customers, they might improve their feedback. Or, it might prevent negative reviews that would have addressed the same issue.

If your immediate solution doesn’t help the customer, but they are willing to have a conversation, ask the customer to engage with you via the Buyer-Seller-Messaging Service. When the customer is willing to work with you to discuss possible solutions, they might reconsider their review.

Keep the dialogue within Amazon. It’s against their policies to encourage customers to contact you off Amazon or privately. It’s also crucial that you never ask a customer to change their review. 

Publicly commenting helps you earn a buyer’s trust. They see that you’re involved with your product and are available to resolve potential problems.

How to Comment:

  • Log in to your seller central account.
  • Navigate to the comments section of the product page.
  • Find the review you want to address.
  • Click on the “Comment” box.

When you comment, you must identify yourself as the seller. Vendors enrolled in the Official Contributions Program will automatically display a “Manufacturer Badge.”

However, the badge doesn’t allow the reviewer to engage in a dialogue with you. In our comment, encourage them to use the messaging system if they have further questions or concerns.

#2. Request Removal

Sellers can request that Amazon remove a review if it doesn’t comply with Amazon’s customer product review guidelines or community guidelines. However, Amazon won’t consider your request simply because the comments are negative.

Amazon wants to protect its review service. That protection includes fostering an environment where customers feel that reviews are honest. Without authentic feedback, customers might wonder if the product is a scam. They might wonder if the reviews are genuine or fabricated.

For sellers, that means the chances of removing reviews are low. But, there are some limitations that sellers can use to protect their product pages.

If the review uses abusive, deceitful, or threatening language, you can report the review. At the bottom of every comment, you can click “Report Abuse.” 

Amazon’s guidelines state that comments with language that is “libelous, defamatory, harassing, threatening, or inflammatory” should be removed. Don’t use this method if the reviewer expresses negative feelings, but use it if they use inappropriate language.

If there is more than one review, or if you want to include a specific description of your reason for reporting, you can send an email to community-help@amazon.com. Include your product ASIN, the date and time of the review, the reviewer’s name, and a link to the review. It would be helpful if you described how the review violates the guidelines.

How to Spot Reviews that Violate Guidelines

How can you tell the difference between unfair and abusive? It would be best if you started by reading Amazon’s guidelines for sellers and customers. While many of the policies protect their customer’s rights to fair and honest reviews, some equally protect sellers.

If you’re unsure if a review violates the guidelines, there are a few key questions to ask to make your decision simple.

1. Is the Reviewer Discussing the Product? 

If the commenter discusses the seller but not the product, you can request that Amazon remove the comment. Amazon will move the review to a seller feedback page instead. 

Some customers don’t check seller feedback and instead focus on reviews for individual products. While the comment might negatively reflect your seller page, it won’t bring down the particular product’s rating. It’s not a perfect fix, but it will help your product page.

Mentioning shipping or packaging is a legitimate form of review, but comparing pricing, availability, and alternate ordering options for a product is not allowed.

2. Is the Review Promoting Another Product?

Reviewers can’t use your product page for advertising something else. For example: If you sell pens, they can’t discuss why another’s company’s pens are better. If your product is unavailable for a limited time or only available elsewhere, that isn’t appropriate review material. 

That also means that competitors can’t post reviews of your product. If Company A and Company B sell pens, Company B can’t post a review on Company A’s product page.

3. Does the Commenter Use Profane, Explicit, or Abusive Language?

While inappropriate language can be subjective, sellers can mostly trust their gut with this rule. If you’re unsure if the language is abusive, it’s better to report it than risk leaving it on your page.

4. Has the Commenter Written Multiple Negative Reviews on the Product Page?

While reviewers are free to edit their comments if they want to add more complaints, they can’t add multiple negative reviews.

5. Are There Personal Identifiers?

Personal identifiers are against Amazon’s privacy policy. The reviewer can’t say “I’m Peter Parker from New York City” or “my phone number is XXX-XXX, and my email is peter.parker@xxx.”

6. Is the Commenter Requesting Compensation?

Comments can’t solicit for review services. The same is true if they offer to improve the review in exchange for a refund. Suppose they offer to edit or submit a new positive review for a free service or money. In that case, that’s a violation of Amazon’s policies. 

#3. Create Positive Reviews 

We mentioned how 1 in 20 takes on different meanings if the total is 20 or 200, and that’s where positive reviews enter the equation. While it doesn’t erase negative reviews on Amazon, it overwhelms them so that potential buyers see that more satisfied customers.

Creating positive reviews is not buying reviews. Offering anything in exchange for a good review, whether it’s a refund, monetary compensation, or a gift card, is against Amazon’s product review policies. Instead, we’re suggesting you encourage positive reviews without pressuring customers. You might offer a free product in exchange for a review, but you can’t dictate the tone.

Bad Responses to Bad Reviews

An inadequate response can harm your reputation as a seller as much as a bad review can.

To avoid clumsy commenting, you should be formal and polite. The reviewers might not be winning Miss Congeniality’s title, but you should keep yourself in the running. Address your comments like a business email. Be clear that you want to help.

Never ask a reviewer to revise or delete their review, privately or publicly. Never promise a refund or compensation in exchange for a revoked or edited review. Both options are against Amazon’s product review policy.

Promising compensation or asking for a revision can also backfire. A reviewer might be insulted. They might edit their comment to share with other buyers that you tried to buy a positive review.

Learning from Negative Reviews

If you can’t wholly remove negative reviews on Amazon, some feedback can provide a learning experience. You might examine your approach and realize you could have committed differently. You might discover a flaw in your product or shipment process.

Sellers can use negative reviews to find consistent problems. You can make a list of complaints or suggestions. You might find a pattern of similar situations or might encounter an issue you hadn’t considered. 

If a problem appears in review frequently, you know what you need to fix. If you find that 3-star reviews comment on a helpful addition or flaw, you have reviewers to thank for improving your product. 

If you make changes based on a comment, thank the reviewer. Appreciation won’t guarantee that a reviewer will delete their negative feedback, but they might add a star to their rating. If nothing else, they’ll see that you’re a seller that takes authentic feedback seriously. 

A good reputation as a seller can help your business. Buyers notice the Manufacturer’s Badge and pay special attention when sellers comment on reviews. Customers will want to engage with your business if they know you care about them.