How to Respond on Reviews on Amazon Seller

Negative Amazon reviews are painful–they can bring down your overall rating, damage your brand reputation, and thwart future customers. But they also feel inevitable, considering every heir-apparent volition come with dissimilar expectations. So how do you deal with negative reviews?

Previously, Amazon allowed sellers to provide a custom response to any and all reviews to help mitigate this pain. A brand's response appeared as a comment in a public thread on the initial review on the production listing folio. This gave brands a way to support the customer further, while showing future customers that the brand was aware of the feedback, was working to make improvements, and cared nearly each customer's experience.

Unfortunately, buyers weren't regularly responding to seller comments trying to help the feel, meaning the characteristic wasn't necessarily driving meliorate customer support or resolving unfavorable reports.

In a bittersweet way, the power to comment directly on reviews was retired past Amazon in December 2020. Biting considering removing the feature left brands feeling deflated and hopeless confronting resolving negative reviews and the issues causing them. Sugariness because information technology paved the way for Amazon to launch a Contact Customer feature under the Customer Reviews tools.

You heard it right, Amazon provides a feature allowing sellers to respond directly to negative reviews to go more data from the buyer, offer a replacement, or offering a full refund.

What is the Contact Customer feature of Customer Reviews?

The Contact Customer feature allows brands to respond to negative reviews in seller central using a templated email. Brands have the option between 2 Amazon created templates: 1 that offers a replacement or refund, and some other that asks for more information.

The templated emails are not customizable, but offering a starting point to allow sellers to contact unhappy buyers. If the customer chooses to reply to a seller's initial electronic mail, the response volition show in the letters section of seller fundamental and the seller tin can so respond freely, no templates necessary.

This feature can assistance drive results considering sellers are reaching out to buyers directly via electronic mail, instead of hoping a customer checks their previous negative reviews for responses.

What counts as a negative review?

Any review that received a ane, 2, or 3 star rating is eligible for the Contact Customer feature. If a review is eligible it will prove in the right mitt corner of the review in the Customer Reviews section of seller central.

If a review received 4 or five stars, a message will be displayed in the right hand corner letting sellers know the review is not eligible for the feature.

Are there any restrictions on the Contact Customer feature?

To access this feature you must exist a registered brand with Amazon. Adding nonetheless some other do good to the analytics, advertising, A+ Content, and more of Brand Registry. (If Brand Registry is your simply barrier to the characteristic, make it touch on today to come across how we can assist)

Brands are also only able to respond to negative reviews that occurred within the last 6 months, so checking reviews and responding in a timely manner is a must.

What are the pros of the Contact Customer feature?

The ability to contact customers directly has the potential to benefit sellers greatly. Responding to an unhappy heir-apparent and resolving their issues may result in that heir-apparent removing their negative review, or even ameliorate, irresolute it into a positive one.

Since y'all can't remove negative reviews, helping the customer to accept a better experience and rethink their negative review is your best option. And, because Amazon is the gatekeeper of client contact information there is no way for sellers to attain out to disgruntled buyers outside of the feature.

But even if the buyer doesn't change or remove their review–and fifty-fifty if they don't respond to your bulletin–if the heir-apparent sees the email attempting to provide a solution for their grievance this can positively impact the manner they view your make going forward, which boosts your make reputation.

What are the cons of the Contact Customer feature?

While emailing buyers is a more directly approach to solving their issues, emails tin can be easily lost or ignored in our digital age. On superlative of that, these emails are not public, so even when you do your best to resolve the issues raised in the negative review, future customers won't know.

Previously, when sellers could comment on reviews, prospective customers could come across how a make responded to any downwards-sides mentioned in a negative review and weigh the brand'due south response confronting the criticism. Now the resolution is between the heir-apparent and seller alone.

Amazon customers besides have the option to opt out of all communications from sellers. So, if a buyer has opted out of these communications then the choice to contact the client will not be available. And, unfortunately, in that location is a skilful pct of customers who have opted out.

How to ship a response using the Contact Customer Characteristic

To use the Contact Client feature open the principal navigation in Seller Cardinal and select brands and and then Customer Reviews.

One time on the customer reviews page you can sort reviews by star rating and select 1, two, and 3 stars.

Afterward you have sorted past stars you will encounter all reviews that accept the potential for the Contact Customer email. The feature availability will be displayed in the height right corner. If the customer has opted out of messaging you will see 'Unable to Contact Customer' and if the review is 4 or 5 stars you will run across 'Great job! Answer not needed.'

But if the option is bachelor, you will see 'Contact Customer' which you tin can click to select which electronic mail template you lot'd like to send.

If you select the Courtesy refund you will run into a templated electronic mail offering a replacement or refund, depending on the customer's request in their response.

If you lot select the Customer review electronic mail yous will come across a templated electronic mail letting the customer know you lot'd similar to address their concerns.

Once you have decided which email to send, yous simply click 'ship' in the bottom right corner. It's that like shooting fish in a barrel!

Is this a improve manner to manage negative reviews?

While every consumer can have a unique perspective on how they want their concerns handled, Amazon offering more options for buyer-seller communications is a win in itself.

Looking for aid managing your reviews and customer feel? We'd beloved to set up you up with a make manager who can assist manage your market information, optimize your listings, and handle negative reviews and customer support.

Go in touch today

More Resources

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Source: https://pattern.com/blog/how-to-respond-to-negative-reviews-on-amazon/

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