This article applies to selling in: Australia

Resolve or respond to customer feedback

If you receive negative feedback, it is important to determine the cause of the problem quickly and to work towards resolving it. Note that the guidelines below only apply to seller feedback, not customer reviews. For specific guidelines about customer reviews, see Customer reviews.

Resolve customer feedback

When a buyer posts negative seller feedback in customer reviews, we encourage you to contact the buyer individually to resolve the problem. After resolving their concerns, you can notify the buyer that it is possible to update, remove, or provide additional feedback if they wish to do so. Remember that pressuring or incentivising a buyer to remove or modify negative feedback is a violation of our policies.

Example of acceptable notification: “If you are satisfied that we have resolved your concerns, it is possible to update or remove the feedback you originally provided here.”

Example of violation of policy: “Would you be willing to remove your feedback if we provide you with a voucher for 25% off your next purchase?”

To contact a buyer about negative feedback:

  1. On the Orders menu, select Manage Orders.
  2. Locate the order that you want to contact the buyer about.
  3. Click the name of the buyer in the Order Details column.
  4. On the Contact Customer page, do the following:
    • From the Subject drop-down menu, choose a subject (for example, Feedback Request).
    • In the Message area, type your message.
    • Use Add attachment for receipts, supporting documents, and so on.
  5. Click Send email to send your message to the buyer.

Note: Buyers can remove their feedback on a seller transaction at any time within 60 calendar days from the date that they originally left the feedback.

Incorrect feedback

If a buyer makes a mistake when evaluating and submitting feedback, you can't edit it, but the buyer can delete it. For more information, see Can Amazon remove customer feedback?.

To learn more about what we tell buyers about their feedback, see Remove Third-party Seller Feedback.

Respond to customer feedback

For buyers who decide not to remove or modify negative feedback, you can post a response on the Amazon website.

Note: Your response will be available for public viewing. Please do not use this as a way to communicate with the buyer.

In your posting, you can explain how you worked to correct the problem. Your response will not change your feedback rating, but other buyers will be able to read your explanation when they see the customer's feedback.

When replying to negative feedback, keep your comments brief and professional. Even if the buyer comment is not courteous, replying in a similar manner can backfire and reflect badly on you.

  1. In Seller Central, click Feedback under the Performance header.
  2. Click the Order ID of the Feedback that you want to reply.
  3. Click on Respond to Feedback in the Manage feedback section.
  4. Enter your response.
  5. Click Submit.

Once you have submitted your response, you cannot edit it, but you can delete it. If you delete your response, you cannot submit a second response. In addition, if a buyer removes or modifies their feedback, your response is also removed, and you can submit a new response.

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