Amazon sellers have been asking questions for years like “Is it okay if I contact Amazon customers that left bad reviews and offer them a refund?” These questions were answered up until now with “No” or “Amazon doesn’t want you to do that.” They would likely view this as review manipulation. Sometimes, people would offer hacks to trace bad reviews via review profiles. However, this was not recommended.

How to Use this New Feature

Let’s find out who can use this feature and how you can use it. First, only those with Amazon Brand Registry can use this feature. You can do this by going to Amazon Seller Central and selecting “Customer Reviews”. The page will open and you’ll be able to send direct messages to customers that have left you a rating of 1-3 stars. Here you can check the Amazon review and see the buyer who left the review.

We were not the only sellers for this product, so we had a case to file with Amazon. Amazon will offer a replacement or full refund to anyone who has left a negative review. This could have been dangerous in the past, as most people would have warned you. Even if you didn’t ask them to modify their review, the fact you gave someone a replacement or refund might suggest that you are trying influence them to change their reviews. This is something Amazon frowns on. This should end the debate.

The template message offers the customer a complete refund or replacement. This message cannot be changed. You cannot change the language here. If you had asked me two weeks ago whether it would be okay to tell someone who has left a negative review about you, I would have said no. I have seen accounts lose their buyer/seller messaging privileges for using language that seems less serious.

Amazon has a complete template that you can use to contact buyers, as you can see. This template cannot be edited at this time. The message can be sent or not.

Why would an Amazon seller want to use this service?

Positive reviews are key to boosting your sales. Good customer service is also important. You never know what kind of ripple effect a positive experience can have on others. Maybe the customer is impressed with your efforts to rectify the situation and becomes a customer for a lifetime or tells friends about you.

Maybe they feel moved by your gestures of goodwill, and so they give the review a five-star rating. It is possible to save your customer’s life by trying to reach out to them to find a solution. Even if you decide to refund the product or replace it, you will only lose the cost of the product. However, the customer will have a different perception of your brand.

Amazon continues to offer great benefits to Brand Registered sellers. This new feature that allows Amazon sellers to contact customers with negative reviews has sellers jumping for joy.