Positive written review, negative star review
Someone left a very positive written review of our product, but then clicked one star, clearly on accident. The title of the review was "It's a very accurate description related to item", and in the review they go on to say it "worked great" and is a "great item".
This not only affects us heavily, as our account is new and we are just gaining traction, but also confuses customers by showing a lower star rating than was intended. As stated by Amazon, the goal of reviews is "honest feedback from buyers to other customers". Does this then violate their policy?
We have tried contacting the customer, as well as creating a case within Amazon to have it removed. Neither has come back with results. Is there any other recourse for this?
Positive written review, negative star review
Someone left a very positive written review of our product, but then clicked one star, clearly on accident. The title of the review was "It's a very accurate description related to item", and in the review they go on to say it "worked great" and is a "great item".
This not only affects us heavily, as our account is new and we are just gaining traction, but also confuses customers by showing a lower star rating than was intended. As stated by Amazon, the goal of reviews is "honest feedback from buyers to other customers". Does this then violate their policy?
We have tried contacting the customer, as well as creating a case within Amazon to have it removed. Neither has come back with results. Is there any other recourse for this?
1 reply
Danny_Amazon
Hello @Seller_z8Alk6Z0cASbA- and thanks for posting. Likely the best path forward is to connect with the customer on the topic, and without requesting they change or update their review, inform them the review is negative, and offer some product support. This may help them realize any potential issues, and update the review accordingly, but please know Amazon would not be able to remove a review as abusive unless it departed from the Community Guidelines, and that attempting to influence customer reviews does depart from selling on Amazon policies.
I hope this information is helpful, but please let me know if you have any further questions on the topic.
Best,
Danny
Positive written review, negative star review
Someone left a very positive written review of our product, but then clicked one star, clearly on accident. The title of the review was "It's a very accurate description related to item", and in the review they go on to say it "worked great" and is a "great item".
This not only affects us heavily, as our account is new and we are just gaining traction, but also confuses customers by showing a lower star rating than was intended. As stated by Amazon, the goal of reviews is "honest feedback from buyers to other customers". Does this then violate their policy?
We have tried contacting the customer, as well as creating a case within Amazon to have it removed. Neither has come back with results. Is there any other recourse for this?
Positive written review, negative star review
Someone left a very positive written review of our product, but then clicked one star, clearly on accident. The title of the review was "It's a very accurate description related to item", and in the review they go on to say it "worked great" and is a "great item".
This not only affects us heavily, as our account is new and we are just gaining traction, but also confuses customers by showing a lower star rating than was intended. As stated by Amazon, the goal of reviews is "honest feedback from buyers to other customers". Does this then violate their policy?
We have tried contacting the customer, as well as creating a case within Amazon to have it removed. Neither has come back with results. Is there any other recourse for this?
Positive written review, negative star review
Someone left a very positive written review of our product, but then clicked one star, clearly on accident. The title of the review was "It's a very accurate description related to item", and in the review they go on to say it "worked great" and is a "great item".
This not only affects us heavily, as our account is new and we are just gaining traction, but also confuses customers by showing a lower star rating than was intended. As stated by Amazon, the goal of reviews is "honest feedback from buyers to other customers". Does this then violate their policy?
We have tried contacting the customer, as well as creating a case within Amazon to have it removed. Neither has come back with results. Is there any other recourse for this?
1 reply
1 reply
Danny_Amazon
Hello @Seller_z8Alk6Z0cASbA- and thanks for posting. Likely the best path forward is to connect with the customer on the topic, and without requesting they change or update their review, inform them the review is negative, and offer some product support. This may help them realize any potential issues, and update the review accordingly, but please know Amazon would not be able to remove a review as abusive unless it departed from the Community Guidelines, and that attempting to influence customer reviews does depart from selling on Amazon policies.
I hope this information is helpful, but please let me know if you have any further questions on the topic.
Best,
Danny
Danny_Amazon
Hello @Seller_z8Alk6Z0cASbA- and thanks for posting. Likely the best path forward is to connect with the customer on the topic, and without requesting they change or update their review, inform them the review is negative, and offer some product support. This may help them realize any potential issues, and update the review accordingly, but please know Amazon would not be able to remove a review as abusive unless it departed from the Community Guidelines, and that attempting to influence customer reviews does depart from selling on Amazon policies.
I hope this information is helpful, but please let me know if you have any further questions on the topic.
Best,
Danny
Danny_Amazon
Hello @Seller_z8Alk6Z0cASbA- and thanks for posting. Likely the best path forward is to connect with the customer on the topic, and without requesting they change or update their review, inform them the review is negative, and offer some product support. This may help them realize any potential issues, and update the review accordingly, but please know Amazon would not be able to remove a review as abusive unless it departed from the Community Guidelines, and that attempting to influence customer reviews does depart from selling on Amazon policies.
I hope this information is helpful, but please let me know if you have any further questions on the topic.
Best,
Danny
