Customers can remove feedback, but it is at their discretion. In general, Amazon will remove feedback when it meets the criteria specified in our policy:
Note: When the customer removes feedback, your average rating is updated to reflect this.
The feedback includes obscene language.
The feedback includes seller-specific, personally identifiable information.
The entire feedback comment is a product review.
The entire feedback comment is regarding fulfilment or customer service for an order fulfilled by Amazon.
If you believe that the feedback you received meets any of the criteria above for removal, you can do the following:
Go to the Feedback Manager .
In the Recent Feedback table, next to the Order ID for which you want to request feedback removal, select Request removal under the Actions column.
For more information, refer to Can Amazon remove customer feedback?
You can also contact the customer using one of the following options:
Use the Feedback Manager
Go to Feedback under the Performance tab.
In the Recent Feedback table, select Contact Customer under the Actions column next to the designated Order ID.
For more information, refer to Email templates for Buyer-Seller Messaging.
Note: You can only use the Buyer-Seller Messaging templates to contact a customer regarding an order or a customer service question.
After you have contacted your customer and addressed their concerns, you can politely ask them if they can remove their negative feedback.
If the customer agrees to remove their feedback, you can provide them with these step-by-step instructions:
Go to Leave Seller Feedback.
Click on Completed Feedback.
Scroll down to locate the feedback that you want to remove, and click Remove.
Select a reason for removing the feedback, and then click Remove.
You can request that a customer remove feedback. However, you cannot offer or pay any incentive to a customer for either providing or removing feedback. For more information, see Prohibited seller activities and actions