1.
How to Remove
Negative
Feedback on
Amazon

2.
Amazon has over 2 million
third-party sellers that cover
more than half of its sales.

3.
With this much competition, Amazon sellers must
maintain a high feedback rating to distinguish
themselves and stay successful.

4.
Without a stellar rating,
sellers can’t build
Buyer Trust

5.
But beyond buyer trust, there are unique rules
about how negative seller feedback can impact
Amazon sales specifically.
Here are a few ways:

6.
Negative feedback decreases your chances of
winning the Buy Box.

7.
Negative feedback could result in your Amazon
selling privileges being revoked.
As a seller performance target, Amazon measures an Order Defect Rate
(ODR), which is the percentage of your orders that have received
negative feedback in addition to other poor customer reactions. One
and two star ratings are considered negative feedback.
Amazon states that having an ODR above 1% could result in losing
your seller privileges.

8.
Neutral Amazon feedback also hurts.
Any customer feedback that’s 3 stars or less can be damaging to a
seller’s profile. Since Amazon only considers 4 and 5 star ratings to be
positive, any feedback that’s 3 stars or less is no good.

9.
Luckily, the process for handling damaging
Amazon seller feedback is clear and doable for
any type of seller.
Here’s our 3-step guide to negative Amazon
feedback removal:

10.
If feedback violates
Amazon guidelines,
request removal
1

11.
Getting rid of negative seller feedback can be as easy as
checking whether the buyer’s response follows
Amazon’s feedback rules.

12.
Products that are listed under the Fulfillment-by-Amazon (FBA)
program have even wider conditions for feedback removal.
Under the FBA program, Amazon takes care of a seller’s product storage,
order packing, shipping, and customer service. Since an FBA seller isn’t
responsible for these duties, any negative FBA seller feedback that relates to
these tasks will be removed by Amazon.

13.
For non-FBA listings,
negative feedback about
product condition,
shipping, and delivery will
not be removed since
non-FBA sellers are
responsible for those tasks.

14.
If feedback is
ineligible for removal,
reach out to the
buyer.
2

15.
Amazon gives buyers the power to remove their seller feedback. If you contact
the buyer, resolve their problem, and politely ask that they revoke their
comments, they may have a change of heart.
A few Dos and Don’ts of this stage:
If you’ve received negative feedback that doesn’t
qualify for removal by Amazon, your next step
should be reaching out to the buyer.

16.
• Be timely with your response. Amazon gives customers
60 days after they leave seller feedback to remove their
response. If you wait too long before reaching out to the
buyer, you might miss that window of opportunity.
• Apologize. It never hurts to say you’re sorry. Take the time
to apologize, understand the buyer’s problem, and
Do

17.
• Offer buyers a refund in exchange for negative feedback
removal. This is against Amazon’s rules and you can actually have
your seller account suspended if you attempt such a scheme.
• Immediately ask for feedback removal. Your initial message to the
buyer should only include your apology and ideas for resolving the
issue. Wait for their response before requesting feedback removal.
Don’t

18.
If you’d like to contact an individual buyer about
negative feedback, you’ll need to go to your
Feedback Manager page.

19.
• Scroll down and click View Current Feedback.
• Find the buyer comment that you want to resolve, and select the Resolve
button. You will then be redirected to the Resolving Negative Feedback page.
• Click the yellow Contact Customer button.
• Select a subject from the drop-down menu.
• Type your message.
• If you want to include receipts, supporting documents, etc., use the Add
Attachment button.
• Click Send Email to send your message to the buyer.
To respond, follow these steps:

20.
If the buyer does respond, you should make your
best effort to resolve their problem if it hasn’t been
fixed already. Solving the issue will bring the
customer back to your side, so you can then
politely request feedback removal.

21.
If the buyer does agree to remove their negative feedback,
provide them with the following removal instructions:
• Log into your Amazon.com account and visit the Your Submitted Feedback page.
• Next to Your Submitted Feedback, select Remove.

22.
• Indicate why you would like to remove the feedback.
• Select Remove.

23.
If the buyer doesn’t
remove feedback,
leave a response on
Amazon’s site.
3

24.
If it’s clear that your negative feedback won’t be removed by
the buyer or Amazon, the best you can do is leave a direct
response to the feedback on Amazon’s site — that way
another buyer who sees the negative feedback will also see
that you made the effort to resolve the issue.

25.
• Scroll down and select View Current Feedback.
• Find the feedback you want to respond to, and click Respond.
• Enter your response.
• Click Submit.
To write an Amazon feedback response, go to your seller
Feedback Manager and follow these steps:

26.
• Keep your response professional, dignified, and short.
You can maintain a respectable, professional image
without going into too much detail. The main readers of
your response will be buyers on your profile who are
totally uninvolved in the order, so no need to be lengthy.
Do

27.
• Submit a cheeky or sarcastic response. You may think
you’re being cute, but you’re really just giving buyers the
impression that you don’t care about the customer’s
frustration — giving all of these potential buyers good
reason to not do business with you.
Don’t

28.
Getting rid of negative feedback step-by-step
Does the buyer’s
response violate
Amazon seller
feedback rules?
Request feedback
removal from
Amazon directly.
Why not?? Resolve
the customer issue
to the nest pf your
ability.
Politely ask the
customer if theywould
feel comfortable
removing their
feedback. Did they
remove their
feedback?
Reach out to the
buyer and apologize
for the issue. Did the
buyer respond?
Did you resolve the
buyer issue to the
best of your ability?
Congrats!
Mission
accomplished.
Leave a response to the feedback
on Amazon’s site to show that
you’re sorry about the issue and
won’t let it happen again. The best
you can do is let other buyers
know that you made the effort
to resolve the issue.
Yes
No
Yes
Yes
Yes
No
No
No

29.
The key is to not let negative feedback get you down when selling on
Amazon. Take a deep breath and address feedback problems when
they arise to improve your service, and your appeal, for future
customers.
Over the long term, a few negative ratings here and there won’t trip
you up if you focus on improving your business and offering amazing
customer service. With these goals in mind, sellers will have no
trouble thriving in the Amazon marketplace.
Negative feedback isn’t the end of the world.