FAQ: Responding to negative feedback
FBA Sellers have been asking our Seller Support team how to address negative feedback from an Amazon.co.uk buyer. We all agree excellent customer service can help you increase sales and customer loyalty. FBA's Feedback Strikethrough policy is designed to help deal with negative feedback relating to customer service. When a buyer rates an order fulfilled by Amazon on your behalf based only on the service they received from Amazon, we can remove the rating and strikethrough the buyer comment.
If a buyer says the order was received on time but that the condition is not as described or the seller has not responded to a request for a VAT invoice, the rating will not be removed and the feedback will remain in place. You still have options for dealing with negative feedback. In your seller account on the Manage Orders page, you can communicate directly with the buyer using the Contact Customer tool. Here are some tips to remember when communicating with the buyer:
• Keep communications private: Don’t post responses on the feedback page that might embarrass or anger the buyer.
• Ask for specific details: Find out what about their experience went wrong.
• Offer a solution: Make sure the solution addresses the issues the buyer mentions.
• Ask to remove feedback: After you have confirmed a solution has been reached, politely ask the buyer if they would remove their negative feedback.
Learn more about the FBA Feedback Strikethrough policy and Getting Good Feedback with Customer Service.