As a seller on Amazon, you want to provide the most refined product and customer service. You have to deal with negative reviews. These are aggravating since they can lower your product’s overall rating, tarnish your brand’s reputation, and turn away potential buyers. So, how do you handle negative feedback on Amazon? This article will shed some light on a few ways to go about it.
Table of Contents
Acknowledging the Complaint
As a product owner, you’ve put in a lot of hours and effort to establish and sell your product. It’s natural to feel violated by a negative customer review. It can damage your business reputation, as we had seen earlier.
So, showing the customer that you are willing to view matters their way can significantly impact how they perceive your business. This also acts as a great demonstration of corporate ethics to potential clients, providing them with a glimpse into your company’s personality. In a nutshell, it is essential to consider why a customer is unhappy. Empathy goes a long way in such situations.
When it comes to responding to negative reviews, the phrase “time is money” couldn’t be more applicable. When you discover a negative review on your product’s radar on Amazon, you should take a moment to read it and make a quick plan of action. If a consumer is displeased with your product to leave such a review, it is essential to respond to a comment as soon as possible. Strive to respond within 24-48 hours of the review being posted. The sooner the customer hears from you, the more genuine your statements will appear.
Have the Review Removed by Amazon
An Amazon marketing company looks out for its customers’ interests and its sellers. If reaching out on a customer’s negative review doesn’t work, you can request that Amazon remove the review. Taking down the comment is the best option if you, but keep in mind that Amazon usually favors customers. So, the company will only take down a negative review if it violates Amazon’s community guidelines.
Do Not Ignore the Comment
You might be able to disregard specific negative comments now and then. However, you should try to avoid shrugging off too many of these comments. This could be seen as being careless. You have a better chance of changing the customer’s mind by reacting. However, you should avoid using canned responses and stock phrases. Personalize your reply to the person you’re dealing with, and follow through on any promises you make.
Don’t Offer Too Much
We all want to go the extra mile to promote our products. However, if you offer something in return that you can’t fulfill, you’ll have much more troubles than you had before. It’s easy to hold a negative review against a consumer, making a resolution more difficult. If a dissatisfied reviewer is entitled to a refund, you should do the right thing and give it to them. But take heed not to give the reviewer any more than you can offer.
Every piece of feedback is beneficial. You should be thankful that someone took the time to react to your product, even if the reaction was unpleasant. You should appreciate that they are giving you the chance to make things right. Bad reviews are an effective and free customer retention strategy. Some customers never do it. The worst that could happen will be getting rejected, and that won’t have much impact on your business.
Go Above and Beyond
Going above and beyond is risky, but it almost always helps. However, this may vary depending on the nature of the problem and the degree of impact it has on reviewers. Sometimes an apology may not be enough. Offering redeemable credits again is not always the best option. Sometimes you have to put in more effort to show that you want to get things right and win the person’s trust, not just being sorry. A peace proposal may be the first step in the right direction. But it doesn’t have to be an expensive gift. Some flowers or gift cards can make a great impression.
Dealing with negative comments on Amazon could be tiresome and time-consuming. However, it is necessary to grow your company or brand.
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