How to Comment on Amazon Negative Reviews as Seller

This isn't an April Fools joke! Amazon has just created a fashion for Brand Registered sellers to contact unsatisfied buyers!

For years, Amazon sellers accept asked questions similar: "Is it ok if I contact Amazon customers who left me a bad review and maybe offer them a refund?" "How can I discover out which customer is the one who left me a bad review?" "How can I contact customers who left me a bad review?" "How tin I find the Amazon order ID of the buyer who left me a bad review?"

Until now, the reply to these questions was usually, "No," or "Amazon doesn't desire you lot doing that, they would probably view that as review manipulation."

People would sometimes come out with hacks on how to backtrace bad reviews via review profiles and such, but this was typically non really recommended.

A Message from Amazon

Well, those hawkeye eyed people checking out their brand dashboard this week might have had their jaws hit the floor when they saw this bulletin from Amazon:

" We listened to your feedback! "

" Nosotros've been tracking feedback from brands related to the Customer Reviews feel. Nosotros heard that you dear having a way to run across all your reviews in ane identify and that it is nice to be able to filter past star rating and time period. You besides shared your frustrations over not being able to directly engage with your customers who left critical reviews. "

" We're now offer a brand-only do good that allows you to achieve out to buyers who purchased your branded product directly from you, who left critical (1-iii star reviews) via templated emails that allow you lot to communicate with buyers via buyer-seller messaging. "

" Nosotros believe this volition build make trust and help establish stronger relationships between you and your customers. "

Say what? Amazon is allowing us to have direct contact with customers who left u.s.a. bad reviews? Go ahead….double cheque your calendar to verify that information technology'southward not April Fools Day.

This is for real!

How to Employ This New Characteristic

Let'south swoop into who tin can utilise this feature, how to use it, and why you might desire to.

First of all, this is but for those who have Amazon Make Registry. If yous do, in seller central, go to the Brands Carte du jour, and select "Customer Reviews."

You volition and so be brought to a page where it clearly says that yous tin can now transport direct messages to customers who left you a 1-iii star rating!

Now, the get-go thing to know is that this JUST got released, and in that location seems to be a few bugs in some accounts. For instance, in both the Projection X and Projection 5K accounts, for some negative reviews, there is no push to contact the buyer. Instead nosotros get a bulletin saying that "You can contact the buyer simply when yous are the seller for that guild."

However, this obviously WAS a production that we were the only seller for, so we had to open a example with Amazon to get that fixed.

What SHOULD you see if everything is working? Check out the bad review below.

You should see a "contact heir-apparent" button at that place. Now this is where things showtime to get interesting. Discover what pops upwards when you hit that button:

Wow. Then Amazon is obviously completely fine with yous outright offering a full refund or replacement item to the person who left a bad review.

In the by near people would have told you that this could be something dangerous. That fifty-fifty if yous didn't ask them to change their review, the fact that you lot were giving someone a refund or replacement might be implying you lot are trying to influence them to change their review, and thus something Amazon frowns upon.

The fact that this is now the first selection should put to residual that debate.

What shows up when you hit the "courtesy refund" push?

A templated message comes upwards that offers the client a full refund or replacement. You cannot change the linguistic communication here. But how many of you lot never thought you'd see the day, when in response to a negative review, Amazon WANTED y'all to say something that said "we hope that you give usa some other chance?"

If you would have asked me two weeks ago if that would be ok to say to someone who left you a bad review, I admittedly would have told you that I would not recommend that since I have seen so many accounts accept their buyer/seller messaging privileges suspended for language that seemed less serious.

What shows up when you hitting the "check with your heir-apparent" pick?

Equally you can see, Amazon actually has a total template there that is written out that you can utilise to contact the buyer. As of this fourth dimension, you lot cannot edit this template in any style. You tin merely send the bulletin or not.

One quick thing…did you meet what shows at the very meridian of both of these scenarios?

Yup! This shows you lot the exact lodge number that resulted in your bad review! This is exactly the thing that people used to come up with when using advanced hacks trying to effigy out how to get the order ID.

Now Amazon provides information technology direct to you!

These two templates employ the buyer/seller messaging system of Amazon. As before long as you send the email, you will meet it show upwards in your buyer/seller messaging sent folder:

Why Would an Amazon Seller Desire to Use this Service?

We all know that positive reviews are the backbone to the social proof that volition assist boost your sales over your competitors. You lot also never want to forget that skilful customer service goes a long way.

If y'all tin can turn a negative experience into a positive one, you lot never know the kind of ripple event it could accept down the road. Perhaps that client is impressed by your efforts to make the situation correct, and becomes a customer for life, or tells their friends about you.

Perhaps they are moved past your gesture of goodwill and thus on their ain, they change the review to a 5 star.

There is almost nothing to lose by at to the lowest degree trying to contact the customer to come across if there's a way you can make the situation correct. Even if you choose to go the route of a refund or replacement, yous are only out the price of your product, but you have at least changed the client's last perception of your brand from a negative to a positive.

Amazon continues to give great exclusive benefits to Make Registered sellers, and this new feature assuasive Amazon sellers to contact customers who take left negative reviews has many sellers jumping for joy!

If yous do not take Brand Registry all the same, brand sure to offset the application process ASAP if yous want to take advantage of this feature. A while back, I wrote a piece on how using the Helium 10 company sellertrademarks.com, I was able to get brand registry in only ten days!

What practise yous recollect of this new feature? Will you be using it? If and so, how?

Allow united states know in the comments beneath!

Last Updated on June 25, 2021, 5:26 am

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Director Of Grooming & Principal Evangelist at Helium x

Bradley is the Director of Training and Main Evangelist at Helium 10.He is as well the host of the virtually listened to podcast in the globe for Amazon Sellers, the Serious Sellers Podcast.

He has been involved in e-commerce for over xx years, and before joining Helium x, launched over 400 products equally a consultant for Amazon Sellers. In guild to go along his cognition fresh and relevant, he launched his own brands on Amazon, and in the concluding 2 years has launched over 30 products that gross over one million dollars a year.

He believes in the motto of "your internet worth is your network" and so you will see him at many Amazon seller events worldwide. Brand sure to say howdy!

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Source: https://www.helium10.com/blog/how-to-contact-customers-bad-amazon-review/

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