Amazon has two rating systems: product reviews (about the product) and seller feedback (about your service). They are handled differently.
Seller feedback
- About delivery, packaging and customer service.
- Affects your account health (Order Defect Rate).
- You can contact the buyer politely to resolve the issue; they may choose to remove it.
- Feedback that is actually a product review, or contains abusive language, may be removable through Seller Central.
Product reviews
- About the product itself.
- You cannot ask customers to change or remove them in exchange for anything.
- Report reviews that violate Amazon’s guidelines (such as spam or offensive content).
Learn from negatives
Patterns in negative reviews show what to fix: sizing, quality, packaging or description. Draft calm responses where replies are possible with our reply generator.
Prevent them
- Accurate listings and size charts.
- Quality checks before dispatch.
- Fast, helpful customer service.
See how complaints and returns cost you with our return rate calculator.
Want the full picture? This article is part of Marketplace selling: the complete guide, our in-depth guide with everything in one place.
