With eCommerce being more competitive and lucrative than ever, negative reviews on Amazon can have long-term consequences. They are a major ranking factor in Amazon’s search engine. They’re also one of the main things consumers look at when shopping.
With that in mind, learning how to handle negative feedback is crucial for your continued success on Amazon (and other ecommerce platforms). On this page, we’ll explore some useful strategies for doing so productively.
What's a Bad Review on Amazon?
A bad Amazon review is the negative feedback you receive from a customer after they purchase your product or service. These reviews typically stem from dissatisfaction with the quality or performance of a product, or poor service.
“Negative” review are usually 1, 2, or 3 stars. They call out something a customer didn’t like: product, packaging, delivery, customer support, etc.
A negative review can have a substantial impact on your reputation as a seller, diminishing the trust of potential customers and decreasing sales.
Even though there are many factors that can lead to a bad review, not all negative reviews are genuine. Sometimes, competitors or disgruntled individuals may leave unfair feedback to tarnish a seller's image or reputation.
Why Do Buyers Give Bad Reviews?
There are two types of negative reviews: fixable and unfixable. Let’s look at each type of bad review in detail.
Fixable Bad Reviews
Very often, the negative feedback customers leave is linked to issues that can be resolved. Here are some of the most common fixable problems that cause negative reviews.
- Customer service. Inadequate customer service is one of the top reasons for negative reviews. Responsive and empathetic communication via Amazon’s buyer-seller messaging service can significantly improve your customer experience.
- Delivery issues. Delays or the mishandling of packages also contribute to bad reviews. Proper coordination with delivery partners is essential to customers receiving their orders on time and in good condition.
- Damaged products. Receiving damaged products understandably causes disappointment and frustration. Ensuring adequate packaging can protect products and reduce the likelihood of damage during delivery.
- Incorrect products. Sending the wrong item to a customer will almost certainly result in a bad review. An efficient inventory management system can help minimize errors, improving customer satisfaction rates.
You can address most (if not all) of these issues, either proactively or after you’ve received a negative review. And if you plan ahead of time, you can prevent negative reviews for all of the above reasons.
Unfixable Issues Behind Bad Reviews
Unfortunately, there will be some bad reviews that you simply can’t fix for reasons that are out of your control.
Recognizing and understanding these reasons can help you better manage customer expectations and focus on improving other aspects of their journey.
- Subjective opinions and unrealistic expectations. Customers have different preferences and expectations. Keep in mind that even the most outstanding product or service may not be a perfect fit for some people. Customized product descriptions and clear communication on product features can help set realistic expectations.
- External influences. Factors beyond a seller’s control, such as weather conditions, may affect delivery times and product quality. Although addressing these factors may be challenging, empathetic customer support and informative updates can help in mitigating negative feedback.
There is also some risk of negative reviews coming from competitors and other bad actors. Amazon acts to remove these reviews as quickly as possible - so long as you prompt them to do so the right way.
Handling Bad Reviews on Amazon
Here are the best ways to respond to bad reviews on Amazon.
When you receive a negative review, it's essential to respond professionally and address the issue. Since reviews carry immense importance, remaining calm and solution-oriented helps maintain your brand's reputation.
Check the Quality of the Review
Not all negative reviews follow Amazon's community guidelines. If a review contains offensive language, promotional content, or irrelevant information, it might violate these guidelines.
In such cases, Amazon might remove the review upon inspection. Sellers should head to Seller Central to report suspicious or rule-breaking reviews.
Communicate with the Customer to Fix the Problem
Directly approaching the customer through the buyer-seller messaging system can lead to a resolution. Understand their issue, offer a solution, and request an updated review when the problem is addressed.
This not only fixes the issue but also potentially turns a negative review into a positive one, showcasing your brand's commitment to customer satisfaction.
Drown Out Bad Reviews With Good Ones
Encouraging satisfied customers to leave positive reviews helps diminish the impact of negative ones.
As your product accumulates more feedback, the bad reviews become less significant. Focus on delivering high-quality products and services to ensure positive experiences for the majority of your customers.
Keep an Eye on Your Reviews
Monitoring your reviews is an essential aspect of managing your Amazon business. Regularly checking reviews allows you to address concerns promptly and maintain your brand's reputation.
8 Things to Do After Getting a Bad Review
Negative reviews aren’t all bad. They can point to fixable problems that you can address. Here is a quick checklist of actions to consider.
Assess product quality. Negative reviews can help you identify and address any recurring issues with your product, helping you improve the quality and customer satisfaction.
Improve your customer service. Negative feedback on customer support can be an opportunity for you to refine your service and deliver better experiences to future customers.
Boost your credibility. Surprisingly, a mix of both positive and negative reviews adds authenticity to a product or service, as customers are more likely to mistrust products with only positive reviews.
Discover further details. A well-written negative review can be more informative and useful than a vague positive one, as it provides specific information regarding what a customer didn't like.
Consider feature requests. Customers may use negative reviews as a platform to suggest new features or functionalities for a product, providing you with valuable insights for future product development.
Improve brand perception. Responding professionally and empathetically to negative reviews demonstrates you care about your customers' experiences and are dedicated to resolving issues.
Increase customer loyalty. When you effectively address a negative review and resolve the issue, you have the opportunity to turn a dissatisfied customer into a loyal one.
Refine your product listings. Negative reviews can identify gaps or inaccuracies in product descriptions, allowing you to refine your listings and prevent future misunderstandings.
Even though negative reviews may initially seem detrimental, they can offer opportunities for growth and improvement.
How to Stop Bad Reviews on Amazon Before They Happen
Being proactive is essential for preventing negative customer reviews on Amazon. Here are a few ways you can keep negative feedback to a minimum:
Focus on Product Quality: Ensure that your products meet the expected standards. Invest time and resources in quality control to guarantee the best product possible. Find ways for your product to meet or exceed the claims mentioned in your listing.
Provide Accurate Product Descriptions: Provide a clear and accurate product description that includes images, specifications, and key features. This can help set customer expectations and prevent misunderstandings. It's advisable to periodically review and update product listings, especially after receiving valuable feedback from customers.
Offer Proactive Customer Service: Prompt and clear communication can go a long way in preventing negative reviews. Address customers' concerns and queries proactively, maintain transparency, and politely request satisfied customers to leave positive reviews. In the event that you receive negative feedback, treat it as a learning experience and respond to the customer appropriately.
Engage in Market Research and Monitoring: Utilize tools like SellerApp to study your competition, customer preferences, and adopt listing optimization strategies. This can help you identify trends, allowing you to adapt your product listing to fit consumer needs. Staying up-to-date on market trends is also important for maintaining customer satisfaction.
Respond to Review Misuse: Amazon has strict guidelines regarding review misuse. If a review violates these guidelines, sellers can report it to Amazon for investigation. This process will not guarantee the removal of all unfair reviews, but it can help maintain the integrity of your product listing.
By being attentive to the factors mentioned in this article, it’s possible to minimize the likelihood of negative customer reviews on Amazon. Taking a proactive approach is key to ensuring a positive customer experience, leading to better reviews and overall success on the Amazon marketplace.
Effectively tackling negative reviews on Amazon is a nuanced art. It’s important to balance between rectifying what's fixable and navigating the unfixable.
But there's more to Amazon success than just managing feedback. Enter price optimization - a critical, yet often overlooked, way to boost sales.
At Profasee, we offer a sophisticated price optimization tool that helps drive sales and increase product visibility. Why not see how it can help your business today by scheduling a demo?