Reviews are frequently the most crucial factor in the decision-making process for buyers. We gave you a comprehensive guide to obtaining more Amazon reviews back in 2019.
Even though that article is still useful and actionable today (we suggest reading it if you haven’t already). There have been some changes to how to get rid of bad Amazon reviews.
The removal of the ability to comment on reviews is one obvious modification, which limits your options for responding to unjust or inaccurate ones.
This does not, however, mean that you have no other choices. A new feature that Amazon has made available to brand-registered sellers has the potential to be very effective. It is, as you have probably guessed, the “Contact the Buyer” feature.
Responding to Negative Amazon Reviews in the content
Please be aware that only Brand Registered sellers are affected by this. The advantages of Brand Registry, which we have previously discussed, are now even greater.
Let’s be clear: having a top-notch product is the first line of defense in the fight against unfavorable reviews. If you have one, you’re in the best possible position to accumulate favorable reviews. Receive a small number of unfavorable ones, and maintain a high star rating overall.
On the other hand, no amount of review-management techniques will help you avoid consistently receiving negative reviews if your product has obvious flaws.
It is worthwhile investing the money and time to address this issue before moving forward if all or the majority of your negative reviews are concentrated on one aspect or problem customers have with your product. Doing so will significantly reduce the outcomes you can expect from this strategy.
Sadly, customers are far more likely to leave a negative review than a positive one. A “good product that makes the buyer happy” is, more often than not, exactly what is anticipated.
For one negative review to have a minimal impact on your overall star rating, it takes over 20 positive reviews.
Call the buyer
Choose “Customer Reviews” from your Brands menu to access this new feature.
A button that reads “Contact Buyer” will appear next to any review with fewer than 4 stars.
The buyer will then have the choice of receiving a refund or a simple message as a result.
Amazon buyer contact
Amazon offers a helpful template if you decide to send a message:
This is your chance to offer outstanding customer service. Resolve the client’s issue, and, ideally, persuade them to edit or remove their review as a result.
Please keep in mind that the customer has the final say regarding the review; You are out of luck. You need to be a little bit strategic with your messaging because it’s against Amazon’s terms of service to directly request the deletion of a review.
Here are some recommendations on how to react:
HOW TO RESPOND TO UNFAVORABLE AMAZON REVIEWS
Customers need to see that you deliver excellent service, that any order where this isn’t the case is an aberration, and that you are prepared to do whatever it takes to make things right in order to connect with them, grow brand authority and loyalty, and decrease your negative feedback.
Here are the steps we’ve found to be most successful for doing that:
Make sure the review is credible.
It’s unfortunate that this even needs to be a point. Unfortunately, competing brands frequently post fictitious negative reviews in an effort to harm the reputation of their rivals’ brands.
There have also been instances where shady sellers sold fake versions of well-known brands on Amazon, which resulted in wildly false negative reviews on the listing page for the real product.
Report the review to Amazon if you think this might be the case or if the justifications provided for the negative review are illogical or impossible. You might discover that it is automatically removed.
Professionally and emotionlessly respond
According to the best amazon marketing services, Just keep in mind that a bad review isn’t meant to be personal. even one that is unjust because the customer misunderstands the product. Even one that is maliciously written in an effort to offend you.
Since the reviewer does not know who you are or where you are, you should only respond based on the facts of what they paid for and whether they received it. How do you know if that is the case? How can you make sure they do if not?
A screenshot of the listing title with “blue” and the product image, for instance, will frequently be sufficient to make a customer realize their error. If they ordered the blue version of your product when they meant to order the green one. Framing this diplomatically and avoiding making them feel foolish about the circumstance will help them develop a more positive outlook.
Customers are more likely to purchase goods that have few negative reviews or that are obviously designed with the customer in mind.
Therefore, simply responding appropriately will not only increase their likelihood of becoming repeat customers in the future but also negatively affect others.
The “ask for review” button is another useful tool for amplifying positive reviews and reducing the volume of negative ones. Once your orders have been delivered a predetermined number of days ago, you should use it on all of your orders (usually 7-14).
Correct the Issue
The complaint in the aforementioned example, where the customer is solely at fault, is simple to fix. But what if they have a valid reason? Perhaps you were at fault and one of the devices was broken or unusable. Perhaps Amazon made a mistake and sent the incorrect variant.
Simply express your concern in this situation by profusely apologizing and outlining what went wrong on your end. Offer the customer a refund or prompt delivery of the correct variant to ensure they receive what they ordered. The buyer will typically remove their negative review or add an edit to let people know about your solution if they are satisfied with the action you’ve taken. In the event that they don’t, you could always nudge them a few days later. This will help protect your brand image while you’re still accumulating your positive reviews. As well as any future orders from that customer who may have been deterred by their negative review.
Search for persistent problems
If the same problem is brought up repeatedly there is probably a real issue with your product that needs to be fixed in order to significantly lower the number of negative reviews moving forward.
Add this information to the listing to help sell your benefits and, ideally, boost sales if all of your positive reviews extol one feature or aspect of your product.
