Amazon wants people to know exactly what they’re buying, creating some sort of trust for Amazon as a Marketplace. In fact, Amazon Reviews don’t measure only customer satisfaction but also trust.
Product Reviews are the star ratings featured on the product page, visible just underneath the product title.
These reviews are displayed right at the beginning to inform the shopper right away on how other customers feel about this particular product. In fact, anyone with an Amazon Account can leave a product review, even if they haven’t bought the item.
These are the reviews potential customers read to understand if they’re willing to take the risk and buy the product. And, it has been proven that products with 4-star reviews or higher rank higher on the search page.
Seller Feedbacks are connected to the Seller’s account and not a particular product. But they are always connected to an Amazon sale.
These reviews depend on the service given when buying a product such as delivery, product condition on arrival, and communication. They are visible to enhance the credibility of the Seller. They influence the buying decision when there are several sellers that are selling the same product.
Seller Feedback and Product Reviews work together to drive sales and boost the brand’s reputation. So, it’s important that both have 4-stars or more.
It’s important to have many and positive reviews to improve the organic product ranking and sales. In fact, Amazon favors those products that have higher conversion rates and better reviews. This happens because it means that they are higher-quality products.
Without reviews, your product won’t show up on the search results page. So, to obtain good reviews you need a solid Adverting Strategy, good high-converting keywords, and high-quality products.
You can reach out to Amazon Support and ask them to remove the review if you believe that it is unfair or violated Amazon’s rules. Examples:
You can reach out to the customer if you believe that the review, they have written is unfair or unjustified, or even if the issue they were complaining about has been fixed and they still didn’t remove or modified the review.
Remember that offering the customer any incentive to change their review (e.g. discounts, free product) is a violation of Amazon’s rules.
Once you’ve contacted the customer, if they feel that you’ve solved the problem, they can modify the review and hopefully turn it into a positive one.
To show your interest in the problem, you can respond to the customer and offer your explanation and support to the issue. This way you’re letting the customer know that you understand the issue and you will back up the purchase. You show that you are customer orientated, just like Amazon.
These responses help future potential customers understand the issue and how it can be solved, easing the uncertainty they have.
You can also ask to take off the negative feedback if the customer is complaining about something that doesn’t concern your product, for example, the shipping fulfilled by Amazon. In these cases, Amazon will take responsibility for it and remove it.
You’ll want to solve any misleading feedback because, if the Seller Rating is poor, Amazon may take your “buy box” away from the product page.