Is there a way to reply to a product review?
The reviewer ignored our description AND photo and is complaining about attributes of the product that were clearly available to them before purchase.
The review does not show up in the feedbackback manager (actually MOST of our reviews do not show up there).
There is no public reply button on the review itself.
The customers 1st complained in a private message which was responded to promptly and politely pointing them to the product information. Then they gave us a 1 star anyway.
Sellers need to be able to publicly respond to this type of customer.
How can we do that?
6 replies
Seller_K9Biyy2dDiLgs
I have now seen that sellers no longer have the right to respond to their accusers here. I think that's not very supportive.
So, follow up question.
Can I block a customer from ever purchasing our products again?
Seller_PVrYOEolgX7qQ
i got a custoemr reveiw with naem name that i didnt find any of the customre who order from me with this name. how can i tracj which order number or customer made that review, coz i found the name he used never order from me
Cooper_Amazon
Good Evening @Seller_K9Biyy2dDiLgs, I wanted to follow up with you regarding your product review experience you are currently dealing with.
There is a help page around Can Amazon remove buyer feedback?
As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved.
However, there are some situations when Amazon will remove or strike-through buyer feedback. In such situations, if your request is granted, the impact of the feedback will be removed from your feedback rating and Order Defect Rate (ODR). Following are the scenarios when Amazon will either remove or strike-through feedback:
Removal of feedback
Amazon will remove feedback only in the following cases:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
In regards to your question around not being able to write back to the buyer, they might have opted out of non-critical messages (see associated help page here)
How do I send messages that are critical to completing the order if my message was blocked?
Amazon does not block messages if they are necessary for completing an order. If your message was blocked, it is either because the buyer opted out of non-critical messages from sellers, or Amazon treats the selected contact reason as one that is not critical for completing the order.
Lastly, if the buyer is engaging in abusive behavior, you may file a Report Abuse case against them.
Please let us know if we can further assist you or you may always contact Selling Partner Support with inquiries at anytime. Have a wonderful rest of the week. Sincerely, Cooper_Amazon
