In this article we are going to be taking a look at Amazon product reviews, why they are so important, and why it all matters to us.
After that, we are going to dive into three possible solutions for dealing with bad reviews, and the differences between them.
Finally, we will take a look at review management, and just how AMZ Tracker can help us maintain our reviews and grow our buyer’s trust.
The Amazon review section has been proven to be a major factor in deciding whether a potential customer buys or not. A standard interaction with a product page might see a user scan through the product description, before heading straight to the review page to seek out more information. A single negative review here can have disastrous consequences, no matter the total amount of reviews or overall product rating.
Something as crude as “Bad, the worst product. Do not Buy! 0/5” can lose a product hundreds of potential buyers. Luckily for us sellers, we have some methods at our disposal that can help us to deal with negative reviews, and hopefully change the opinions of our customers.
Malicious and obscene reviews can be immediately reported to Amazon and will most likely be removed if they are breaking the rules. Amazon’s review guidelines cover issues such as third-party advertising, multiple negative review posting, spiteful or obscene comments, one-word reviews, and reviews made by those with commercial interests.
More information on Amazon’s review guidelines can be found here
https://www.amazon.com/gp/community-help/customer-reviews-guidelines
We should only report reviews that are in clear breach of Amazon’s review guidelines. Overreporting reviews simply because they are negative is likely to impact your reputation with Amazon as a seller and could lead to action against your account.
If a negative review on one of our products is not in clear breach of any Amazon guidelines then we can move on to our second option.
Contact the customer and see if they will remove or revise the review.
In order to contact a reviewer, it is very likely that we will have to do some digging in order to find a means of communication. Try comparing the date and time of the review with your sales records, or asking publicly by replying to the review.
When contacting customers regarding negative reviews, it is vital that we remain positive and professional. Any negativity or obscenity from a seller will be very damaging for their account reputation and will likely lead only to more negative reviews, or at worst, action against their account by Amazon.
It’s not unknown for mistakes to be made and customers will often accidentally click one-star when leaving positive reviews. If this is the case then appealing to the customer and explaining why the review is so important to us will probably be enough to convince them to correct their mistake.
However, if the review is valid, and there were problems with our product or shipping, then we should aim to compensate or remedy the issue. Our number one priority should be never receiving negative reviews in the first place. If we can work to fix our customers problems we may find that not only have we converted a negative review into a positive one, we have also learned a vital lesson in improving our customer experience.
If we cannot find a method of contact for the leaver of a negative review then we can proceed to our third method.
Comment on the review publicly addressing the issue or giving context to the situation.
Again it is important to remember that in this situation any breach in Amazon guidelines is likely to have dire consequences for the seller’s account. We must remain polite and try to explain the steps that have been taken to remedy or compensate the issue. When commenting on reviews it is advised that you personalize each comment and spend some time thinking about how this comment will affect your brand image. You want to appear as helpful as possible even in the face of outright anger from a dissatisfied customer.
Commenting on negative reviews will not directly change their impact on your products score. They do, however, show future potential customers that you are involved and willing to address issues with your products. The main take away from this should be that we are trying to build an organic and healthy relationship between ourselves as sellers and our customers. If we are really lucky the customer may see our response and amend their review or reply to our comment.
Dealing with negative reviews isn’t the easiest task in the world. If we have multiple products for sale we could quickly lose track of our reviews leading to spiraling conversion rates and diminished product scores.
AMZ Tracker features a tool built exactly for this situation, with AMZ Trackers ‘Negative Review Alerts’ we can be alerted instantly of negative reviews on our products, AMZ Tracker will automatically sweep our products every day for negative reviews and compile them into an easily manageable list.
If we click on the ‘Negative Review Alerts’ link within our AMZ Tracker dashboard we will be taken to the review tracking page. From here we are given a structured list of negative reviews on each of our products. The AMZ Tracker dashboard allows us to view the comments left as well as access the relevant product page and the profile page of the user who left the negative review.
Knowing which of our products have negative reviews is vital for managing our brand image and overall product reputation. For more information on AMZ Trackers ‘Negative Review Alerts’ click the link
https://intercom.help/amztracker/help-center/negative-review-alerts/how-to-guide-negative-reviews
We hope this helps you in dealing with your negative reviews and improving your customer experience.
Selling on Amazon can be stressful but we are here to help!
If you would like to contact us for more information regarding AMZ Tracker or any of its features, send an email to support@amztracker.com and our team will get back to you as soon as possible.
Have fun out there and good luck growing your e-commerce empire.
The AMZ Tracker Team
