As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the
issue has been resolved. For more information about resolving and responding to buyer
feedback, see About the Feedback Manager.
However, there are some situations when Amazon will 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, 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 comment contains both a product review and feedback about your service, we will not remove the feedback. 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 case:
The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon. Feedback reviewed and determined to be relating explicitly to fulfillment 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:
This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience.
The entire feedback comment is solely related to delayed or not received deliveries, for orders shipped on time by the seller, with tracking, using Buy Shipping (may not be available in your region) or Amazon Easy Ship service. Feedback reviewed and determined to be relating explicitly to deliveries for an order shipped through Buy Shipping (may not be available in your region) or Amazon Easy Ship will not be removed, but a line will appear through the rating with the following statement:
The fulfillment 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 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
requests must be made within 90 days of the feedback being submitted. The system will
prevent feedback removals after 90 days.