As a general rule, Amazon does not remove customer feedback even if it is unwarranted or the issue has been resolved. For more information about resolving and responding to customer feedback, see About the Feedback Manager.
However, there are some situations when Amazon will remove or strike through customer feedback. In such situations, if your request is granted, the impact of the feedback will be removed from your feedback rating and, in turn, your Order Defect Rate (ODR).
Amazon will remove feedback only in 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 feedback comment is only partly a product review but also contains feedback about the seller’s service, this feedback would not be removed. For example:
Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.
Customer contact information is provided to sellers only for the purpose of fulfilling an order. Any additional communications with buyers should be made via the Buyer-Seller Messaging Service
. This ensures that email is filtered for spam and phishing attempts. We will also maintain a copy of all correspondence for the protection of our customers and sellers.
Amazon will strike through feedback in
the following cases:
The entire feedback comment is regarding fulfilment or customer service for an order
fulfilled by Amazon. Feedback reviewed and determined to be relating explicitly to
fulfilment and customer service for an order fulfilled by Amazon will not be removed,
but a line will appear through the rating with the following statement:
was fulfilled by Amazon, and we take responsibility for this fulfilment
The entire feedback comment is solely related to delayed or not received deliveries,
for orders shipped on time by the seller using Buy
Shipping. Feedback reviewed and determined to be relating explicitly to
deliveries for an order shipped through Buy Shipping will not be removed, but a line
will appear through the rating with the following statement:
issues associated with this order were not due to the seller.
We strongly suggest that you work with buyers to resolve negative feedback. Buyers can update their feedback on a seller transaction at any time within 60 calendar days from the date they originally left the feedback. They can do this one time for every seller transaction.
If you believe that the feedback you received meets any of the criteria above for removal,
you can use the Feedback Manager to request its removal. To learn more, see About the Feedback
Note: A feedback removal
request must be made within 90 days of it being submitted. The system will prevent
feedback removals after 90 days.