Who is this for? Intended for individuals or teams responsible for managing product reviews on e-commerce platforms.
Objective: To provide step-by-step instructions on how to file a negative product review removal request.
Customer Reviews Vs Seller Feedback
- Customer review refers to the stars and the comments you received from your customer.
- Seller feedback refers to the customer's feedback on you as the seller and their purchase experience. It also refers to the stars the customer gave you as the seller.
This description is from a post in Seller Forums:
Amazon will only remove customer reviews that it deems violated its Community Guidelines. Sellers cannot remove any product reviews on their Product Detail Pages.
You can only submit a request to Amazon to remove a particular product review. There are two ways to do this.
I. Use the "Report" button under the product review in your Product Detail Page (PDP).
- Go to the review section of your PDP.
- Notice that under every customer review, you will see a "Report" button.
- Click this button if you think that this review is inappropriate. Doing so will open a pop-up window where you can choose a reason for your submission.
II. Use Seller Central's Help Feature.
1. Log in to the seller central account (Make sure you are in the correct Account.)
2. Hover your mouse on the upper right corner and click ‘Help’.
3. Select ‘Selling on Amazon’.
4. If you cannot find the issue in the provided options, Click "My issue is not listed".
5. Type "Product reviews" in the box, then click "Continue".
6. You will be given options from which you can choose the best match to your query.
7. Clicking "Customer feedback (review) removal will prompt the information related to your submission.
When you click "Feedback Manager", you will be taken to a dashboard where you can see the statistics like Feedback Rating and the Recent Feedback you have received.
Scroll down to find the "Recent Feedback" section. For each feedback, you have two possible actions to take. You can either post a public reply or request removal.
Click "Request removal" if you want that particular review deleted from your PDP.
8. If the provided information is not helpful, click "Contact an associate".
9. Enter the Order ID then click "Review and submit".
