Negative reviews on Amazon are the primary way for customers to express dissatisfaction with a transaction. Amazon places enormous emphasis on customer service quality and customer satisfaction, which is why standards for sellers are very strict. Every transaction affects the seller’s account statistics. Every negative review significantly disrupts these statistics. When negative sales ratings exceed 1% – Order Defect Rate, or ODR, the account may be suspended.
That’s why it’s extremely important to act immediately as soon as a customer leaves a negative review. Sometimes an account with very good statistics was suspended because the seller received several negative reviews within a week and the ODR exceeded 1%.
But What Can You Do in Such a Situation when a Customer Has Already Left a Review?
First, we analyze the transaction and read all messages from the customer. The customer didn’t leave a review without reason. Perhaps they received the item too late, or waited too long for a refund, or maybe they still haven’t received the item even though it should have been delivered 2 weeks ago. Once we know what the reason is, we should propose a solution/compensation to the customer. While “bribery” for review removal is prohibited on Amazon, nothing prevents you from offering the customer compensation for inconveniences during the transaction.
It’s best to apologize to the customer for any problems, assure them that we care about maximizing customer satisfaction with purchases from us, and propose a partial refund, for example, if the shipment arrived too late, or additional money for delayed refund if the customer was returning an item. In the same message, at the end, we can ask for review removal. Without any pressure.
Most customers will understand that we had no ill intent when fulfilling the order and any inconveniences are the result of misunderstandings, mistakes, or any other factor.
Such a customer shouldn’t have problems with removing the review.
What Amount should You Propose?
I recommend proposing to the customer usually 15-20 EURO, depending on the item value, meaning 15 EURO for orders up to 150 EURO, above that amount 20 EURO.
If the customer doesn’t respond within 3-4 days to the message, or if the situation is urgent because 1% negative transactions has been exceeded, then even after 2 days, we write to the customer again offering at least 50% higher amount.
Sometimes, when the seller has just reached 1% negative transactions – Order Defect Rate > 1%, it’s worth proposing more, even 30-50 EURO.
That 50 EURO is no cost compared to account suspension for several days or even weeks.
If you have problems with negative reviews on Amazon and need help, write to us at biuro@alecommerce.pl
We’ll handle your case!
