After all the work and money you have put into youscr product, there is nothing worse than seeing a negative review appear on your listing. An Amazon seller should ask the first thing they do is to find out how to contact the reviewer. After all, great customer service is the best way to remove negative Amazon reviews.

Amazon has strict communication guidelines which outline what is and what isn’t allowed when buyer-seller messaging is , especially when it is reviews.

Amazon used to consider it illegal to contact customers to inquire about their order or offer a refund after receiving negative reviews.

Amazon just launched a new brand registry feature that allows sellers to upload customer reviews. The update is currently only available for sellers in the U.S.

What’s the Customer Reviews Tool Update?

Brand owners might have been shocked to see the new Customer Reviews tool in the Brand Dashboard. This allows them to finally reach customers as a result of a critical evaluation.

The message reads: “The Customer Reviews Tool has been updated!” Customers who have left negative reviews (star rating 1-3) can now be sent direct messages.

Click on the link to “Learn more”, and you’ll be taken to the announcement page.

Can negative Amazon reviews be removed?

The short answer for sellers is “no” but there are ways around it. You, as a business owner, should do all you can to rectify any negative customer experiences, particularly when it comes to public opinions about your product.

Negative reviews can discourage others from buying your products, and lower your conversion rate on Amazon.

Instead of just ignoring negative reviews about your product, you can now contact the reviewer to have it removed or changed to a positive. You can turn dissatisfied customers into happy ones by being proactive and offering excellent customer service.

Although reviews should not be the only thing that you focus on, they can have a significant impact on your purchase decision. In fact, 75% U.S. consumers stated that they seek out the highest-rated and best-reviewed products online.

Although it is unlikely that customers will remove their reviews or alter them, this is the ultimate goal. Amazon allows you to reach customers to resolve issues. Why not give it a try? There is nothing to lose.

Let’s look at some possibilities when you contact customers.

They transform their negative reviews into positive ones.

This is the best-case scenario. As a seller, your primary goal is to get more positive reviews for your listings. It’s a win-win situation if you offer a solution to the unhappy customer, such as a refund and/or item replacement. They will change their review from a negative one to a positive one.

They removed the negative review.

This is the best way to remove negative reviews from Amazon. Although it’s not as effective as the customer changing it into a positive review it’s still a win. Your Amazon listing will have fewer negative reviews. Your overall star rating should be kept as high as possible.

Contacting customers can make them more upset.

Although I don’t believe this is likely, it is possible. We all know that not everyone likes receiving emails from companies, especially if they have had a bad experience. If this happens, ignore the message and move on.

They ignore this.

This is possible because many Amazon customers have opt out of receiving email communications. You’ve done all you could to improve their experience.

How to Use the Customer Reviews Tool

This feature is available only to sellers whose brands have been enrolled in Brand Registry.

Go to Brands > Customer reviews to see customer reviews for your products in Seller Central.

You will see all reviews left by customers for your brand products. All products that you don’t have enrolled in Amazon Brand Registry will not appear here.

You should place a button on the right that reads “Contact Buyer” if your product has received a negative review of three stars or less.