Should You Write Back to Unfavorable Reviews on Amazon
Bad Reviews Got You Down? How to Respond to Negative Amazon Reviews
June 12, 2019 Posted at June 12, 2019 in Amazon
One of the worst feelings as a seller on Amazon is when you see a negative product review and a decrease in your star rating. This tin can requite users a poor impression of your products, especially compared to the competition, which could end up hurting your conversion rate. That's why it's so important to be on top of tracking and managing client reviews.
Below, we'll become over some ways to handle negative reviews and then you can not just provide great customer service, but besides bulldoze more sales in the procedure.
In this article:
- Tip i: Respond to Negative Amazon Reviews in the Comments
- Tip 2: Contact the Client Directly
- Tip 3: Update Production Information
- Tip 4: Get Amazon to Remove the Negative Product Review
- Tip 5: Increase Your Full Customer Reviews
Tip i: Respond to Negative Amazon Reviews in the Comments
It'southward e'er important to answer to negative reviews, whether they violate Amazon's guidelines or not. Yous can and should practice this directly on the review page. In our recent survey of 1,000 Amazon customers, results showed that 89% of Amazon purchasers will read the reviews before making a buy. A study from Review Trackers also found that more than than half of customers expect businesses to respond to negative reviews within a calendar week.
Responding to reviews allows y'all to address the customer concern in a public format. And then non just are yous straight addressing issues with that private customer, but you lot're as well dissemination to other potential customers almost how you deal with customer concerns. It'southward of import to always exist respectful, polite, and solution-driven since this will be visible to anyone on Amazon.
In your response, you need to:
- Empathize with customers
- Tailor your response to their needs (no generic scripts!)
- Remind customers where they can contact yous
Here's an example of when we responded to a negative review which was then removed by the client. A customer left a 1-star review complaining about the poorly written instructions that came with the production.
We responded with:
"Hi [NAME], I repent for the difficulty you had with the product instructions. I understand how frustrating this must have been. Our support team is bachelor to respond any questions you lot have while you're setting up your product.
I've contacted support on your behalf, and they volition be reaching out to you lot as soon equally possible with boosted instructions and documentation. You can also accomplish out to support by going through Amazon's "My Orders" section. Give thanks you so much for bringing this to our attention."
Later receiving our response, the client solved the issue and removed the review.
We're not only doing this for the customer who left the review, but for other customers who may take the same outcome and are considering their own negative review. Often, customers will read through others' reviews looking to solve or validate their issue before leaving their own review.
It's not always possible, but if you tin can, you should always contact the client directly to address the negative review. Now, nosotros don't hateful to send them a threatening email mandating they modify or take it down. Instead, view this every bit a customer service opportunity. There's a reason they left a bad review, it'southward upwardly to you lot to accost it.
The only way to do this is if someone's review name is the same as the information on the Society ID and then y'all can contact them direct through the message center. If they have a name like "Amazon Customer," you won't be able to tie the review dorsum to an order.
Pro tip: To keep track of negative reviews to answer to, we recommend using a tool like Sellics, where yous can ready upwards alerts to be notified about new reviews on products, so you can accost negative ones ASAP. Focus on your 1-, 2-, and three-star reviews first, since they'll drag your average rating below the iv-star threshold.
Tip 3: Update Product Information
Client reviews are a valuable source of insight and feedback about your business. You should use these insights to update production information based on the feedback yous've received. Use negative reviews in particular to better the product page and foreclose additional negative reviews based on misconceptions.
For example, on the Sanabul boxing glove production folio, someone left a review that says, "they wear on the knuckles pretty badly and I've pretty much stopped using them." Not smashing.
The Sanabul squad responded, "Thank you for the review. Are you using paw wraps nether the gloves? Mitt wraps protect your knuckles from rubbing." This is a great response, as it shows gratitude, respects the customer'due south concerns, explains how to prevent the problem, and demonstrates that there isn't a defect.
To take it a step further, you could add together a new bullet bespeak to your production page to accost this concern straight. For example: "For best comfort and support e'er use gloves with hand wraps." This is a small merely effective adjustment that can help other customers improve their experience with the production and forestall whatever similar negative reviews.
Tip iv: Go Amazon to Remove the Negative Product Review
Though this doesn't utilise in all cases, if you meet an illegitimate negative review, you practice have options for Amazon to accept it down. Remember, Amazon wants real reviews, so they're more probable to take action if you tin prove a review is fake, breaks their terms of service (TOS) or doesn't follow the product review guidelines. The most common reason for removal is if the review is well-nigh an incorrect product or based on factors other than the product itself.
Some reviewers get confused and end upwardly leaving reviews about the seller, shipping, or packaging which are NOT allowed on product reviews. Less commonly, you tin get reviews removed for disrespectful content, racism, profanity, self-promotion, and other violations to the TOS. Take a look at Amazon's Customs Guidelines — there are a lot of nuggets in there that can help you make a case to get a review removed.
Here's an example: One of our clients which sells personal hygiene products had the below review pop upwardly on their Amazon account:
As you can see, the customer was upset near the packaging. At that place's a sentence in Amazon'southward production reviews guidelines which states that the review should be about the product and Not near the packaging. In this case, you'd click on the "Report Abuse" link beneath that review and so click on Written report.
We've seen earlier where you can enter a reason for reporting the review, but more than recently, information technology seems that Amazon has moved to a voting system, where you report the abuse and get out it up to Amazon to figure out why it's a problem. Therefore, we also recommend emailing Amazon directly (community-help@amazon.com) to report the review and make your case as to why information technology goes confronting their policy. Identify yourself as the seller and cite the exact linguistic communication from their policy which the review violates.
If you believe a review is eligible for removal, you need to deed on information technology every bit presently as possible. In our example, the review already had two people vote information technology as "Helpful." Our speculation is that Amazon takes these "helpful" votes into consideration. And so they may leave a review upwardly that's against their policy if a lot of customers have already marked it as helpful.
Tip 5: Increase Your Total Customer Reviews
If y'all tin can't beat them, dilute them! Sometimes it'southward not possible to successfully lobby Amazon to remove a bad review or appease an angry client. What yous can practice in those situations is invest some more than time into your happy customers and endeavor to go more than Amazon reviews. Here are some tips on how to get more customer reviews on Amazon and a helpful video on the topic:
Moving Forward With Your Amazon Strategy
Paying attending to your Amazon reviews is absolutely critical: They can make or interruption you. Luckily, information technology just takes a scrap of professionalism and customer-oriented service to plough even the almost negative review into a sales opportunity.
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Source: https://www.effectivespend.com/blog/how-to-respond-to-negative-amazon-reviews-5-tips/
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