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All About Negative Amazon Reviews – What You Can and Can’t Do About Them
March 15, 2022

Learn how to effectively respect, monitor and respond to negative Amazon reviews. 

Customers read product reviews, on average 95% of the time, before purchasing. The primary reason is to guarantee they are not squandering their money. On Amazon, buyers are no different. In reality, while determining a product’s search ranking, Amazon’s A9 algorithm considers user feedback and conversion rate. As a result, vendors agree that negative product reviews are terrible. It’s best if you don’t have them.

Nobody enjoys receiving nasty Amazon reviews. But how do you avoid them in the first place, and what can you do after you’ve got them? You risk having your account suspended if you don’t respect Amazon’s customer review policies. That’s a lot worse than a couple of bad ratings.

After you’ve sold a product online and it’s been delivered to your consumer, you’re probably eager to hear what they have to say. A review is a critical aspect in determining how effectively you sell online. Prospective consumers take feedback from previous customers very seriously, even for products from well-known companies.

In real stores, dealing with customer dissatisfaction is much easier. The face-to-face connection would help both the consumer and you, providing more context for both parties. When you get a negative review online, it’s difficult to tell if your product was truly awful or if someone is being bitter.

To easily navigate to the different sections of the guide, use the links below.

Why do customers write negative reviews?

Whether it’s positive or bad criticism, everyone has a different reason for submitting a review. To learn how to respond to critical criticism from customers, you must first understand why they provide it. It will also assist you in identifying solutions to some of their worries. Let’s take a look at some of the most prevalent reasons why customers provide feedback.

Bland Product Listing

The majority of negative reviews are consumers’ means of expressing their dissatisfaction with your goods or service. This could be for a variety of reasons, but it gives you the chance to address your concerns. Here are a few common reasons why a consumer might be dissatisfied with their service and leave a poor review:

  • Product quality – Customers can’t see the quality of the things they buy on Amazon, unlike in a traditional brick-and-mortar store. This can be bridged with a detailed product description and high-quality 360-degree photos. However, it is always possible that the customer’s expectations will not be reached, which will result in a poor review. Customers should be given all of the product information they need to make an informed decision. Be truthful about a product’s attributes when listing it. Mistakes will inevitably occur, but if you’re on top of your game, you can successfully limit them.
  • Product Mix-Up – Even if it’s merely a mismatch in size or color, delivering the incorrect product can ruin your reputation as a merchant. This frequently results in a poor review and, in some cases, a product return. If you’re an Amazon FBA seller, Amazon will handle the delivery; otherwise, double-check that you’re mailing the correct order before shipping it.
  • Delayed delivery – Customers anticipate lightning-fast delivery, thanks to the rapid expansion of e-commerce and the introduction of programmes like Amazon Prime. One-day and two-day delivery have become the standard, and no one enjoys receiving a birthday gift many days after their birthday! Although it may not be your fault, a delayed delivery is a negative experience for the consumer. If you’re an Amazon FBA seller, you can be assured that Amazon is on your side. Although Amazon will advise the reviewer that delivery issues are beyond the seller’s control, the negative review will remain.

Read more: 8 Steps You Need to Take When Shipping Your Amazon Products

How to Handle Negative Reviews on Amazon?

Negative reviews are unavoidable at the end of the day. It’s critical to learn from and respond to your customers in a marketplace where your reputation is related to your visibility and revenues. Because a customer’s evaluation can be changed retrospectively, effective communication is critical to establishing your reputation as a super seller.

Monitor Your Reviews

You’ll need to keep track of your product reviews on a regular basis to stay on top of unfavorable reviews.

If you’re like the average busy online marketer, this will eat up a lot of your time. Fortunately, there are tools available to assist you. Use Amazon review tracking tools to keep track of customer feedback. They’ll set you back a little, but they’ll save you a lot of time.

Get In Touch With The Reviewer

Getting more positive ratings is one strategy to deal with unfavorable evaluations. It is, however, easier said than done. Customers who are happy are less inclined to offer comments, so gentle prodding never hurts. Because feedback is so important to establishing a business, it’s only logical that you’d want to hear from every happy customer.

Using Amazon’s Buyer-Seller Messaging Service to communicate with a customer might help you add a personal touch. Begin by sending your buyer an email once the merchandise has been delivered. Ask if they are satisfied with the merchandise in a brief and polite manner. Make sure not to bombard them with emails.

Integrate powerfully: Running A Successful Amazon Business

Respond to Bad Reviews

What’s the first step in dealing with a negative review? Respond to it. Begin by apologizing and thanking the reviewer for their candid feedback.

Responding to bad reviews allows you to clarify the air and provide additional information that might be useful to prospective buyers. Have you resolved a problem raised by a reviewer? Make a point of mentioning it. Although the unfavorable review may remain, individuals who read it will have more information to consider before making a purchase.

Get Amazon To Remove A Review

Although it happens infrequently, Amazon does remove reviews that do not follow its criteria. You can utilize the ‘Report Abuse’ button under the review if you see a review that includes vulgar language, explicitly promotes a competitor’s goods, or simply provides a negative rating for no apparent reason. If the review is found to be in violation of the criteria, the review may be removed.

It’s not uncommon to read a slew of negative reviews for a book, especially if it makes it to the bestseller list. In the world of publishing, competition is tough, so having a crew dedicated to Amazon reviews may be beneficial if you’re selling books. When it comes to negative book reviews, your response can raise more questions. You can determine whether someone has written a review without having read the book by asking pointed questions about the plot and characters.

Make The Most Of A Bad Review

Unless you believe you’re being trolled, attempt to extract the most positive aspects of a poor review. While it may not appear so at first, a poor review forces you to examine your actions.

In fact, if you notice that a negative review is lacking in detail, leave a remark and ask for more information. You’ll be able to handle the issue while also demonstrating that you’re proactive.

How to remove bad reviews on Amazon?

Before attempting to delete a negative Amazon review, keep in mind that Amazon will only take action if the review breaches its community guidelines. Negative reviews should only be removed if you are certain that they are unjust and in violation of Amazon’s regulations. Otherwise, you’re unlikely to succeed.

The first step in removing a review is to use the ‘report abuse’ feature. If you want to improve your chances of having a negative review erased, you can contact Amazon seller support directly. Send an email to [email protected] with your product’s ASIN, the date and time of the review, and the reviewer’s name. Make sure to clarify why and how the review goes against Amazon’s rules.

How to make the most out of negative reviews?

Customer feedback, both positive and negative, is an important element of the Amazon seller experience. Learning from unfavorable reviews and correcting previous mistakes is crucial to becoming a successful vendor. Feedback is a gold mine of data that may help you uncover important keywords and fill in holes in your product listing.

When it comes to a negative review, the one thing you should never do is become discouraged. Obtaining positive feedback necessitates a significant amount of effort and time. As Rome wasn’t built in a day, don’t expect to see immediate results when you begin your seller journey. Some negative reviews are unavoidable, and they can even help your product gain credibility! A product with only 5-star reviews can be cause for concern. Even the most well-known businesses and goods do not have a faultless track record. You’re well on your way to being a super seller if you have a fantastic product and excellent customer service.

Maximize listings: How to Optimize Your Listing Without Spending Ad Dollars

Difference between Product Review and Store Feedback

It’s critical to recognize the distinction between “product reviews” and “seller feedback.” They are separate and have various effects on your Amazon success. Amazon considers 5-4 stars to be favorable, 3 stars to be neutral, and 2-1 stars to be negative for both product reviews and seller feedback.

Seller feedback is concerned with a buyer’s impressions on the seller, such as:

  • How swiftly and fully the seller responded to product-related questions.
  • What was the shipping procedure like, i.e. did it arrive on time, was the item well-packaged, how was customer service, and how (or how quickly) did the seller reply to concerns?

Product reviews, on the other hand, usually cover topics such as:

  • The received product’s correctness in comparison to how it was described in the ad.
  • The product’s quality or usability.
  • On the product detail page, you’ll find it.

Final Thoughts

The secret to effectively managing Amazon reviews is to avoid taking them all personally. People have the right to express themselves. Only intervene if the reviews are causing your sales to suffer. Take a look at your company at this moment. If you can’t find anything wrong with it, go ahead and plan how you’ll handle the reviews. In the comments section below, tell us how you dealt with negative reviews.

Interested in improving your Amazon sales? Book a call with us today.

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Amazon Managed Services

With over $1B in revenue driven and 60+ employees with specialized knowledge of the Amazon ecosystem, we are the experts in this space.

Peter Sims

Sales Executive & Brand Evangelist

Pete has been on Amazon for 3 years now and is very happy to found a home at Velocity Sellers. In his free time Pete is an avid hiker, runner, and bowler. He also enjoys reading any book he can get his hands on and making some tea to go along with it.

Arlind Hoxha

Creative Manager

As the Creative Manager at Velocity Sellers, Arlind leads with expertise honed over many years in creative agencies. He brings a wealth of experience guiding designers and excelling in ecommerce-focused endeavors. Beyond his professional prowess, Arlind is an avid gamer, seamlessly blending creativity and strategic thinking.

Florence Palahang

Administrative Manager

Holding a BS in Accountancy from Davao City and boasting seven years of experience as a Virtual Assistant, Florence has established herself as a valuable asset. With a background spanning 95 clients worldwide, she has found her niche at Velocity Sellers, focusing on Amazon marketplaces. Beyond work, Florence enjoys reading, crochet, and baking. Her collection of plants adds vibrancy to her mornings, and witnessing her family enjoy the outcomes of her efforts brings contentment to her universe.

Kiley Forche


An MBA graduate specializing in Finance, boasting 11+ years of expertise. Joined Velocity Seller in 2018, contributing to our growth. Outside work, treasures family time, exploring new destinations, and passionately supports Buckeye Football

Miljan Milev

Sr. Project Manager

Seasoned project manager adept in data and e-commerce projects, collaborating globally. Outside work, finds joy in traveling, cherishing moments with family and friends.

Camilla Messmer

Sr. Project Manager

University of Arkansas grad in Supply Chain Management, excelling in eCommerce project management. Enjoys baking, travel, and writing, adding a touch of creativity to every endeavor.

Zach Taylor

Director of Logistics

Zach, a graduate with a Sociology and Environmental Science degree from the University of Montana, has consistently found himself drawn to running businesses and improving business systems, logistics, and operations throughout his professional journey. In his free time, he enjoys cycling, running, and spending quality moments in the mountains with his family.

Chris Prall

Director of Advertising

A former chef turned Geomatics graduate. While studying, he delved into managing PPC campaigns for Amazon agencies and e-commerce clients, uncovering a passion for data-driven strategies. A maestro in crafting successful PPC campaigns, he’s fueled by driving client growth, from startups to 8-figure brands. Beyond work, Chris savors cooking, vinyl collecting, camping, and embracing the great outdoors

Steffanie Morrison

Director of Sales, Sr Marketplace Analyst

Steffanie brings a rich e-commerce background since 2013, selling products and advising brands. An analytical mind with degrees from Northern Illinois University and the University of Hartford, she resides in New Hampshire, relishing family moments, travel, and outdoor adventures like hiking and skiing with her husband and kids.

Eric Peterson

Director of Brand Onboarding

Master’s in marketing, film degree from Minnesota State University-Moorhead. At Velocity Sellers, he crafts brand value, excels in client service, and loves problem-solving. An advocate for animal welfare, he enjoys cooking, classic movies, and time with his dogs.

James Dee

Director of Brand Management

Over 20 years in e-commerce mastery, specializing in Amazon. Proven brand builder and business owner. Outside the office, a proud parent to five, including a Division 1 soccer player. Enjoys family time, the outdoors, and all things soccer.

Lisa Zajdel

Executive Director

Results-Driven Executive Director. With two decades of expertise in merchandising and retail, including a successful tenure as Kohl’s Private Label Buyer & E-commerce Manager, Lisa brings over 14 years of invaluable experience on Amazon. Her dedication to delivering results is unparalleled, ensuring a strategic, seasoned approach to optimizing your business for success.

Andrew Warner


Andrew Warner, Velocity Sellers’ CFO, occupies a central role in our financial triumph. His sharp fiscal oversight guarantees our operational efficiency, ultimately empowering our team to deliver unparalleled services to a global clientele, consistently setting high standards in the industry.

Jake Schwarzbaum​


As the Co-Founder and CEO of Velocity Sellers, Jake Schwarzbaum co-launched the company while supporting his father, Nathan, during leukemia treatments. His dedication to helping brands succeed on Amazon, without relying on automated systems, drives Velocity Sellers’ commitment to excellence.


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