Hi @Seller_rbSKayF4R7yhW,

Negative reviews can be frustrating to receive. It can definitely feel personal at times, but I always encourage sellers to remember that this could be an opportunity. Is there something that can be done to make the product even better than already is? Is there missing information on the detail page that could help the customer understand the product better?

As a general rule, Amazon doesn’t remove customer reviews, unless they violate Community Guidelines. We encourage each customer to leave their authentic feedback. However, if you believe the review violates one of the guidelines listed below, then you can report it.

We don’t allow reviews that focus on seller, order, or shipping feedback, including:

• Sellers and the Customer Service they provide
• Ordering issues and returns
• Shipping packaging
• Product condition and damage
• Shipping cost and speed

Other content that falls outside the guidelines for customer reviews includes (but is not limited to):

• Repetitive text, spam, or pictures created with symbols
• Comments about pricing or availability
• Content written in unsupported languages
• Private information (such as email or phone numbers)
• Profanity, hate speech, or sexual content
• External links
• Promotional content

I do see that you already reached out to seller support already on the issue, but there is actually a specific path to take when reporting a possibly abusive review since general seller support doesn't typically handle issues regarding customer reviews.

1. From the product detail page, find the review in question.
2. Click the “Report abuse” link and follow the steps to report the review.
3. You can also email community-help@amazon.com and report the review there (but know you’re not likely to get a reply from this alias, even if they take action).

Let me know if you have any questions regarding the process to report a potentially abusive review, or our policies on reviews. I am happy to try and clarify where I can.

Tatiana