Successful Amazon sellers know that apart from having a highly optimized, keyword stuffed listing and great product images, there is much more into getting that ‘Best Seller’ tag or winning the ‘Buy Box’. 61% of the online shoppers read the reviews before they move the item to the cart. It has been proved time and again that user reviews increase the conversion to a great extent. Consumer reviews are treasured digital testimonials and are trusted 12 times more than the manufacturer’s detailed product descriptions. However, if you are selling on Amazon negative reviews are inevitable and you are bound to get it. A low star feedback is not the end of the world if you know the knicks and knacks of ‘Amazon Review Management’.
Bad Reviews Are Good Too
Negative reviews are not all that bad. Some bad reviews are good too. Why? Because it makes it look so real. People always get suspicious if all they see are 5 or 4-star rating. Online buyers have that maturity to understand there is no single product that can please everyone.
A recent survey conducted by Revoo shows that the negative reviews can actually help improve the conversions by 67%. So need not fret over bad reviews – just keep them in control and balance out.
Watch Your Listing Regularly
It is believed that the customers develop a good impression and take down or update negative feedback if the seller acknowledges their problem within 48 hours. But how will you know when you get a negative review? Amazon won’t send you any notification and the only way to stay informed is to watch your listings like a hawk every day. Of course, that will eat up a lot of your time especially if your listing is quite big.
There are a lot of feedback monitoring tools available in the market which tracks your product reviews and sends an automatic email response. Alternatively, you can also hire our Customer Service Virtual Assistant to give a personalized touch for the emails that you send and offer solutions to the customers in a professional way.
Here are some best practices on how to deal with the negative reviews.
• Be quick in responding to the negative feedbacks. Setting up a fixed time every day is a good idea to ensure that the customer is happy.
• Acknowledge the buyer problems and admit it. If the item is broken or damaged during the shipping or transit, you still hold the responsibility.
• Don’t be defensive always and try to be polite and helpful.
• Apologize – even if there is no fault of yours.
• Watch your words as other potential customers will be reading your comments before they purchase your product.
• When all is done, give your contact information (email, phone number) for the buyer to reach out to you directly. Offer replacement or refund if needed. Follow up once again when the issue is resolved and request the customer to remove or update the feedback.
How To Contact The Buyer?
1. Contact buyer from your Orders
This is the most common way of reaching out to those who have left bad reviews. Go to “Manage orders” section and go to that particular order where you got the negative review.
2. Comments Section
By clicking on the comments section and writing an open message there. The comments section is actually meant for the customers to interact with each other about the product. But there are no hard rules that the seller shouldn’t write to the buyer there. You can write your reply write here in this box.
Keep in mind that all eyes are on you. By going public, you are prone to be watched by other sellers and prospective buyers. So keeping a polite tone in offering the solution is very important. Perhaps, this will help you gain some trust from other potential buyers.
Requesting Amazon To Remove A Review
Amazon doesn’t always remove a negative review unless there is a solid reason. But as a seller, if you feel offended and feel there is no mistake of yours or you smell something fishy you can always report it to Seller support and request them to take it down.
Here are few valid reasons when you can request removal:
• The review has cuss words or inappropriate language
• The complaint is not product related but other issues unrelated to you
• Promoting a competitor product
• Reviews posted intentionally by another seller
There is no escaping from negative reviews no matter how good your product is. You can only do damage control and turn the stone in your favor by following the best practices and responding promptly.
If you need any professional help for your Amazon store management, get in touch with us at [email protected]
Fabongo is a Vancouver, British Columbia based agency providing human resources to manage all things Amazon marketplace.