Are you struggling with poor listing ratings? Have your strategies failed to get rid of negative reviews on Amazon? Is your Amazon store suffering from bad ratings and reviews? Well, we are about to tell you how a positive approach to negative criticism can work wonders for your e-commerce promotion. But, before that, let’s understand the impact of reviews on consumers and the reasons that push customers to write negative feedback.
Businesses Can Not Afford Losing Customers To Poor Reviews
It’s very well said that it takes months to find a customer but takes seconds to lose them.
Before buying anything, a customer wants to know every plus and minus of the product. They read product reviews and compare prices, quality, discounts, and delivery time. Right from buying to exchanging and returning, customers consider a lot before spending their money online. Sellers have to work hard to cover all those touchpoints in their marketing strategy and acquire a buyer. Considering all that effort and time invested in this process and the current state of the market and competition, losing prospects because of poor product reviews can cost a business dearly.
Amazon’s Sensitiveness Towards Its Customers
Any vendor on Amazon shall agree it’s better to have zero reviews than to have negative ones. That’s because even a single negative review can immediately cause a customer to bounce. Additionally, poor product ratings and reviews can impact listing ranking negatively. That is because, while determining a product’s search engine ranking position, Amazon’s A9 algorithm also considers user feedback and conversion rate.
Can One Negative Review End In Account Suspension?
Any negative feedback regarding a product can damage the seller’s reputation and the platform. It’s, therefore, better to avoid any negative feedback and understand what measures you can take to avoid such circumstances.
However, you can be reassured that Amazon won’t suspend a seller’s account because of one negative review. It usually tallies the total number of negative reviews against total sales to determine the seller’s performance before suspending their account.
Nevertheless, Amazon’s customer review policies are very strict, so it’s better to thoroughly understand in advance how to avoid account suspension and poor reviews.
What Can Be the Reasons For Customers Writing Negative Reviews?
A variety of Customers, different mindsets, specific choices, and rigid perspectives are the major reasons that persuade customers to write a review regarding any product. The dissatisfaction can be from the product or maybe from the services, but in any case, negative feedback is best avoided. The major factors that end up in a negative review can be one or more of the following.
- Product quality is not up to the mark
- Product size is not appropriate
- The image shown on the site doesn’t match with the product delivered
- Information shared doesn’t match the actual product quality
- The money spent seems squandered over the product
- Delay in shipment
- Product damaged while shipment
Although companies like Amazon are very specific about their product delivery date and address and make sure that the shipping address is double-checked, still you cannot be assured that the sword of negative feedback won’t fall over your neck over a delayed delivery. So, in addition to catering to the factors mentioned in the list, you should also pay attention to your order fulfillment process.
How To Handle Negative Reviews On Amazon?
Keeping the above-mentioned points in mind, it’s important to understand how you can avoid negative feedback and how to deal with them when you face one. It is crucial to understand these steps as they have everything to do with your seller account’s reputation and revenue.
Here are the steps to handle negative reviews on Amazon:
1. Keep an Eagle Eye On Reviews
An alert vendor always keeps an eagle eye on the reviews that he gets from his customers. It becomes his duty to keep his customer satisfied, and if there is any negative feedback it should be dealt with on the quickest possible basis.
2. Amazon Review Tracking Tool Is Key To Saving Time and Checking Reviews
Amazon facilitates you with review tracking tools to keep track of customer feedback and get notified as soon as a review is posted. These tools will help save a lot of time that’s otherwise spent manually checking reviews for all listings. They can also help expedite your Amazon review management process and assist in delivering positive results.
3. Solve the Issue ASAP To Win the Trust And Credibility of the Customer
Customer satisfaction should be your main priority. It’s important to get in touch with the customer as soon as possible once the review is received, as those initial moments work on the momentum of goodwill that you can provide that customer with. Let customers feel important and respected. Attend to them at once, cater to their issue, and try to get their negative feedback removed organically.
4. Clear the Air With a Simple Call or Message
The simple call or mail that welcomes their criticism and addresses the issue at hand shall display your sincerity and commitment to the customer. Amazon’s Buyer-Seller Messaging Service allows you to communicate with a customer, but you can also use their registered email to send a message. In addition to dealing with negative reviews, it can also help you attract positive feedback. Begin by sending your buyer an email once the merchandise has been delivered. Ask if they are satisfied with the merchandise briefly and politely. Make sure not to bombard them with emails.
5. Apologizing Can Work Wonders Sometimes
It’s important to apologize if you fail to satisfy customer demand or need to craft long-term relationships with them. Taking criticism with a smile and apologizing can win customers’ sympathy and make them get back to you in the future as well. It might sometimes not work with the same customer, but the reviews are often read by various customers and this feature might impress many.
6. Request Amazon To Delete Negative Customer Reviews
Amazon can delete negative reviews from customers if they don’t comply with its terms of service. Although, the probability of Amazon deleting reviews is low so you need to prepare your case with proper evidence. Send an email to the support team at email@example.com or report a review on the product details page. For doing so, you can go to the product details page, navigate to the comment in question, and click ‘report abuse.’ You can also send an email with the ASIN, time, date, and name of the reviewer, along with a link to the review.
7. Always Appeal To Amazon For Misdirected Reviews
Sometimes customers may leave reviews that don’t talk about the product, shipping, or packaging. Instead, they may use offensive language, which is against Amazon’s guidelines. In this case, it is easy to get the review deleted by Amazon. All you must do is contact Amazon’s seller support team and get the review removed. If you think that the feedback is given by a competitor, you can report it to the support team. For Amazon to delete the review, you must show strong evidence to prove that the review is from a competitor.
8. Welcome Criticism and Make It An Experience
Never close the feedback just by exchanging the product or refunding the customer. Try to get in-depth knowledge of why the product got rejected and what can be the reasons behind the negative feedback. Try to get to the core of it and grab information to avoid any unfortunate circumstances in the future.
9. Correct Previous Mistakes
Rome was not built in a day, and so weren’t any firms that own five-star Amazon reputations today. They have all faced failures, criticisms, and a lot of roller coaster rides to upraise themselves to this level. So, do not get discouraged by reviews. Instead, work on the root cause and improve your user’s browsing and shopping experience.
10. Store Feedback and Product Feedback Are Different
It’s important to understand the difference between the feedback for the store and the product as they both are different from each other. 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. However, you must check both and maintain them accordingly to create a positive image for your brand.
Feedback management is a critical part of selling on Amazon. So, stay vigilant and do your best to handle customer grievances on time and with proper effect.