
Mayan
Team
Don't let a bad review get you down - there are ways to manage your reviews to maintain customer loyalty and win the trust of a would-be buyer.
In the age of ecommerce, customer reviews can be posted publicly for all to see. From review systems to social media, buyers have lots of tools to share the experience they had with your business or with a specific product that you're selling in your Amazon store.
Which begs the question, how do negative reviews on Amazon affect your business and how can you properly deal with them? We outline our top expert tips at Mayan for FBA sellers in 2022 here in this post.
For better or for worse, most consumer reviews posted online highlight either the exceptionally good or the very bad.
As an Amazon seller, this all matters for a myriad of reasons, including:
Another important thing to note is that satisfied customers might not feel the need to post a review, and unhappy customers may feel more of a pull to share their experience and post about it on your Amazon store. This means that the reviews written on your storefront page might not directly reflect your services.
Here's what you can do to combat any discrepancy between good and bad reviews on Amazon:
As an Amazon FBA seller, you’re bound to get plenty of positive customer reviews and a few negative ones along the way. And the bad reviews may come your way even when you thought you did everything right.
While negative reviews on Amazon may scare away potential customers, there are ways to manage them to maintain customer loyalty and win the trust of a would-be buyer. Here are ways you can do just that:
Amazon sellers can respond to negative reviews to limit risk to their business.
On Amazon, you have the opportunity to publicly respond to every review, either positive or negative, which shows as a store owner you are aware of your customers needs and ready to make amends. This may seem straightforward, but the first step is to make the decision to address the concern directly with a personal message to the customer. When doing this however, make sure to keep these few tips in mind:
As a seller, responding openly and honestly to negative reviews on Amazon can help you maintain your brand image, boost customer satisfaction, and show future customers that you are there to help them fix problems down the line. This could even incentivize the customer to update the negative review or even remove it from the website entirely.
There are times that a negative review is justified. If you begin to see a pattern in the reviews you are getting, then there’s a potential issue with your business that needs to be addressed. This feedback, though may be frustrating at the moment, is especially valuable when it can help you improve your operations, therefore improving your Amazon FBA conversion rate down the line.
If you do decide to move forward with changes based on the good or bad customer feedback, it’s important to share with employees and customers where the idea originally came from. The knowledge that customers are holding your brand accountable could make your team feel all the more responsible for maintaining your brand's standards.
It’s also valuable to thank the customer(s) that brought this problem to light and explain the steps you’re taking to make a positive change in your business. This lets that customer know that they were justified in their response, and lets future customers know you are open to feedback and willing to fix issues.
If you received a negative review that is untrue or violates Amazon’s policies, did you know that you can contact Amazon directly to request removal? Well you can, according to Amazon's latest guidance for sellers.
Requests should be made by opening a new support case in Seller Central. This should be a final resort after attempting the other tactics suggested previously in this post, as there’s no guarantee that Amazon will remove it.
Negative reviews on Amazon aren’t ideal, but they are an unavoidable part of having your own online business. However, they present you with an opportunity to not only strengthen the operations at your store, but to build upon your customer relationships and shine a positive light on your brand based on your willingness to respond to them. And you'll be rewarded for it!