Resolve or respond to buyer feedback

If you receive negative feedback, it is important to determine the cause of the problem quickly and to work towards resolving it.

Resolve buyer feedback

When a buyer posts negative seller feedback, we encourage you to contact the buyer individually to resolve the problem. After resolving their concerns, you can notify the buyer that it is possible to update, remove, or provide additional feedback if they wish to do so. Remember that pressuring or incentivizing a buyer to remove or modify negative feedback is a violation of our policies.

Example of acceptable notification: “If you are satisfied that we have resolved your concerns, it is possible to update or remove the feedback you originally provided here.”

Example of violation of policy: “Would you be willing to remove your feedback if we provide you with a coupon for 25% off your next purchase?”

To contact a buyer about negative feedback:

1. In Feedback Manager, scroll down to View Current Feedback.
2. Find the comment you want to resolve and click Details.
3. Click Contact Customer.
4. From the drop-down menu, select a subject.
5. In the Message area, type your message.
6. Use Add Attachment for receipts, supporting documents, and so on.
7. Click Send email to send your message to the buyer.

Incorrect feedback

If a buyer makes a mistake when evaluating and submitting feedback, you can't edit it, but the buyer can delete it. For more information, see Can Amazon remove buyer feedback?.

Respond to buyer feedback

If you work with a buyer to resolve a situation, but the buyer decides not to remove or modify negative feedback, you may 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 won't 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.

1. In Feedback Manager, scroll down to View Current Feedback.
2. Find the comment you want to respond to and click Details.
3. Click on Post a public reply.
4. Enter your response.
5. Click Submit.

After you submit your response, you can't edit it, but you can delete it. If you delete your response, you can't 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:

1. In Feedback Manager, scroll down to View Current Feedback.
2. Find the comment you want to remove and click Remove Response.
3. Click Remove Response again to confirm, or click Cancel to cancel your request.