Updated Feature: Responding to Negative Customer Reviews on Amazon – It’s Back!
Reviews are social proofs of any product. A bad review directly attacks your sales by reducing your product’s visibility in front of buyers and negatively impacting customers’ buying decisions towards buying your product. Reviews are like oxygen to your sales, and Amazon’s Algorithm improves visibility by having positive reviews and vice versa. As a seller, what we can do towards honest negative reviews is contact the buyer.
In the past, a seller cannot contact a buyer who left a bad review, which was against Amazon’s terms of conditions. Still, recently Amazon has enabled a feature for its brand register seller to contact their angry buyers.
What you need to qualify this feature
First of all, this feature is only for those who have Amazon Brand Registry. If you don’t have a Brand Registry your seller central won’t have the ‘Brands’ tab next to Appstore.
How to get benefit from this new feature.
Let’s move ahead to know who can get benefit from this amazing feature;
Login seller central, and you will see the ‘Brand’ tab. If you are a Brand Registered, click on the brand dashboard
After that, click on the customer review
Sometimes we cannot contact the buyer and receive the following message “You are unable to contact customer only when you are the seller of the product” this may happen due to a glitch on the backend. When this happens, we have to create the case with Amazon seller support to get this issue fixed.
When everything is perfect, you will see the “Contact Customer” button
When you click the “Contact Customer” button following screen will appear, and Amazon offers a ‘full refund’ or ‘replacement item’
Once we click ‘Courtesy Refund.’
The message sent to the buyer cannot be customized. This template is generated by Amazon and is not editable. But once we get Order ID we can message the buyer but Amazon does not recommend this way.
After clicking on the ‘send’, a message will send to the buyer
The new feature is retroactive so that bad reviews can be addressed before the feature being available
Amazon enabled this amazing feature in June 2021, and we can also use this feature for the reviews we got before the feature was available.
Final Thoughts
Positive reviews have a great impact on your sale and revenue. Acquiring positive reviews about a product is very important for any seller to generate revenue and growth of the product. Reviews are basically concluding remarks of customers about the quality of product and service of the company. It’s best to provide exemplary customer service as it’s a differentiating factor that will help build consumer confidence in your brand. Amazon always continues to offer Brand registered retailers opportunities to improve their brand experience. If you want to take advantage of this feature and you don’t have a Brand registry yet, make sure you start the application process as soon as possible.
What can we do for you?
At Bellavix, we are dedicated to helping you monitor your account, solve any possible problems and make sure your business grows in sales and ranking. We have the experience and knowledge to make your account reach that next step.
If you have additional questions or want us to help you on your Amazon journey, don’t hesitate to contact the BellaVix Team.
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