As a general rule, Amazon does not remove customer feedback even if it is unwarranted or the issue has been resolved. For more information about resolving and responding to customer feedback, see About the Feedback Manager.
However, there are some situations when Amazon will remove or strike-through customer feedback. In such situations, if your request is granted, the impact of the feedback will be removed from your feedback rating and, in turn, your Order Defect Rate (ODR).
Amazon will only remove feedback in the following cases:
The feedback includes words commonly understood to be obscene or profane.
The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
The entire feedback comment is a product review. For example:
The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.
However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example:
Seller’s shipping service level was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.
Customer contact information is only provided to sellers for the purpose of fulfilling an order. Any additional communications with buyers should be made via the Buyer-Seller Messaging Service
. This ensures that email is filtered for spam and phishing attempts. We will also maintain a copy of all correspondence for the protection of our customers and sellers.
Amazon will strike-through feedback in the following case:
The entire feedback comment is regarding fulfilment or customer service for an order fulfilled by Amazon. Feedback reviewed and determined to be relating explicitly to fulfilment and customer service for an order fulfilled by Amazon will not be removed, but a line will appear through the rating with the following statement:
This item was fulfilled by Amazon, and we take responsibility for this fulfilment experience.
We strongly suggest that you work with buyers to resolve negative feedback. Buyers can update their feedback on a seller transaction within 60 calendar days from the date they originally left the feedback. They can do this once for every seller transaction.
If you believe that the feedback you received meets any of the criteria above for removal, you can use thecontact us to request its removal. To learn more, see About the Feedback Manager.
Note: Removal requests must be made within 90 days of the feedback being submitted. The system will prevent feedback removals after 90 days.