As a general rule, Amazon does not remove customer feedback even if it is unwarranted or the issue has been resolved.
However, there are some situations when Amazon may 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 may either remove or strike-through feedback:
Removal of feedback
Amazon will remove feedback if it determines doing so is necessary because of 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 delivery service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget”.
Striking of feedback
Amazon might strike through feedback in the following cases:
The order was fulfilled by Amazon: The entire comment relates explicitly to delivery experience for an order that was fulfilled by Amazon (FBA). In addition to the strike-through, the following statement will appear: This item was fulfilled by Amazon, and we take responsibility for this fulfilment experience.
The order was shipped using the Buy Shipping service: The entire comment is related to a delayed or undelivered order, which you dispatched on time by using Buy Shipping services. In addition to the strike-through, this statement will appear: “The fulfilment issues associated with this order were not due to the seller”.
However, if any portion of the comment applies to the condition of your product as indicated on your listing (New, Used) or any service that you, instead of Amazon, provided or arranged to be provided to the buyer, the feedback and negative rating will remain without edits.
Difference between customer feedback and product reviews
Bear in mind the difference between customer feedback and a product review:
Customer feedback: Feedback is about the buyer’s experience with the order, including shipping and customer service, and is used to make up part of a seller’s Feedback Rating.
Product review: Reviews appear on the detail page of an ASIN and describe the buyer’s experience with the product regardless of the seller or where it was purchased.
Important: Product reviews are the buyers’ opinions about if they liked or disliked the product, assuming they received the product they were expecting to receive in the condition they expected to receive it in.
Note: Comments about the accuracy of a product description and/or the condition of a product will be retained because sellers are responsible for delivering a product that matches what is described on the product detail page. This includes ensuring new products arrive in an undamaged, complete, and working state and used products arrive as described.
Go to Customer Feedback for FBA listings for additional information.
If the feedback you have received meets the above criteria, you can request for removal using Feedback Manager
. The steps to request removal of feedback are outlined in Request removal of a feedback
. You can address customers’ issues by replying to their feedback, using Feedback Manager. For further guidance on replying to their feedback, go to Post a public reply
You can request for feedback removal only via Feedback Manager
. Contacting our Support teams via “Contact Us” or any other methods to request feedback removal, other than the Feedback Manager, may lead to account deactivation. Removal requests must be made within 90 days of the feedback submission. The system prevents feedback removal after 90 days.
For additional information on how to use Feedback Manager, go to Which tools are used to manage seller feedback?
To learn more, go to our following feedback removal help pages: