Buyers can remove feedback, but it is at their discretion. In general, Amazon will remove feedback when it meets the criteria specified in our policy:
Note: When the buyer removes feedback, your average rating is updated to reflect this.
The feedback includes obscene language.
The feedback includes seller-specific personally identifiable information.
The entire feedback comment is a product review.
The entire feedback comment is regarding fulfilment or Customer Service for an order fulfilled by Amazon.
If you believe that the feedback you received meets any of the criteria above for removal, you can do the following:
Go to the Feedback Manager .
In the Recent Feedback table, next to the Order ID you want to request feedback removal, select Request removal under the Actions column.
For more information, see Can Amazon remove buyer feedback?
You can also contact the buyer using one of the following options:
Use the Feedback Manager
Go to Feedback under the Performance tab.
In the Recent Feedback table, select Contact Customer under the Actions column next to the designated Order ID.
For more information, see Email templates for Buyer-Seller Messaging Service.
Note: You can only use the Buyer-Seller Messaging Service templates to contact a buyer in regards to an order or a Customer Service question.
After you have contacted your buyer and addressed their concerns, you can politely ask them if they can remove their negative feedback.
If the buyer agrees to remove their feedback, you can provide them with these step-by-step instructions:
Go to Leave Seller Feedback.
Click on Completed Feedback.
Scroll down to locate the feedback you want to remove and click Remove.
Select a reason for removing the feedback and then click Remove.
You may request that a buyer remove feedback. However, you may not offer nor pay any incentive to a buyer for either providing or removing feedback. For more information, see Prohibited seller activities and actions