If you receive negative feedback, it is important to determine the cause of the problem quickly and to work towards resolving it. Note that the guidelines below apply only to seller feedback, not customer reviews. For specific guidelines about customer reviews, see Customer Reviews.
When a buyer posts negative seller feedback in Customer Reviews, we encourage you to contact the buyer individually to resolve the problem. After resolving their concerns, you can ask them to update the negative feedback or remove it from the website. Remember that pressuring or offering incentives to a buyer to remove or modify negative feedback is a violation of our policies.
To contact a buyer about negative feedback:
If a buyer makes a mistake when evaluating and submitting feedback, you cannot edit it, but the buyer can delete it. For more information, see Can Amazon remove buyer feedback?.
If you work with a buyer to resolve a situation, but the buyer decides not to remove or modify negative feedback, you can choose to post a response on the website, which is displayed on the Amazon website.
In your posting, you can explain how you worked to correct the problem. Your response will not change your feedback rating, but other buyers will be able to read your explanation when they see the buyer's feedback.
When replying to negative feedback, keep your comments brief and professional. Even if the buyer comment is not courteous, replying in a similar manner can backfire and reflect badly on you.
After submitting your response, you cannot edit it, but you can delete it. If you delete your response, you cannot submit a second response. In addition, if a buyer removes or modifies their feedback, your response is also removed, and you can submit a new response.
To remove your response: