Hi everyone,
I’m curious about how you handle negative feedback. For example, I had a customer who wasn’t satisfied with a product and asked for a refund. I take full responsibility since it was my mistake, and I won’t be selling that item again.
In another case, a customer left a negative review after receiving a refund, but I disagree with their complaint because there’s nothing wrong with the product or listing.
How do you approach these kinds of situations? Do you just let them be, or are there other options we can explore as sellers? I’m concerned about my percentage dropping—could this impact my account?
Thanks!
If you are talking about seller feedback and if the feedback is completely a product review and nothing to do with your service, you should request removal from the feedback manager. If the automated system does not remove it, you should contact seller support and eventually, someone may remove it.
You should request removal anyway, even if not 100% a product review. Chances are, if it’s FBA, it will be struck through.
You need to monitor all feedback as this is one metric that can affect your account.
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I will assume that you have received a seller feedback and for that go to feedback and request removal.
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For negative feedback, request removal if the issue is resolved or unfair. Maintain good communication and document actions to help with this process. Negative feedback can affect your rating, so handle it promptly.