How to remove Off Topic Review from Customer?
Hello everyone,
A customer left a 1-star review on my product as below:
"Amazon snuck this sponsored selection in with my selected filter of organic + fair trade + tiny footprint espresso beans, that ticked none of those categories! And I guess I failed to weed out the stealthy move by reading the fine, fine print. And lo and behold there isn’t even a return policy! So I’m stuck with a huge bag of unwanted beans. Nice job Amazon."
I would have agreed with the customer if my product's description mentioned "organic + fair trade + tiny footprint" coffee beans. However, there is nowhere on my Detail Page mentions those keywords. I reported the Review & it was initially removed. Two days later, the review resurfaced. Hence, I had to get Amazon Seller Support to help with this case. I was very confused when Amazon Seller Support said that this review could not be removed.
Can someone let me know if I am misunderstanding the Community Guidelines? The customer was ranting about Amazon's search engine and their ability to read my product's description. I truly believe it is considered "Off Topic" Review and should be removed.
How to remove Off Topic Review from Customer?
Hello everyone,
A customer left a 1-star review on my product as below:
"Amazon snuck this sponsored selection in with my selected filter of organic + fair trade + tiny footprint espresso beans, that ticked none of those categories! And I guess I failed to weed out the stealthy move by reading the fine, fine print. And lo and behold there isn’t even a return policy! So I’m stuck with a huge bag of unwanted beans. Nice job Amazon."
I would have agreed with the customer if my product's description mentioned "organic + fair trade + tiny footprint" coffee beans. However, there is nowhere on my Detail Page mentions those keywords. I reported the Review & it was initially removed. Two days later, the review resurfaced. Hence, I had to get Amazon Seller Support to help with this case. I was very confused when Amazon Seller Support said that this review could not be removed.
Can someone let me know if I am misunderstanding the Community Guidelines? The customer was ranting about Amazon's search engine and their ability to read my product's description. I truly believe it is considered "Off Topic" Review and should be removed.
18 replies
Seller_Hi7wbO2Kbo6bl
Yes and No.
You understand them alright; you just fail to recognize they are meaningless.
Amazon gives buyers guidelines. But if the review makes it past whatever screening takes place, then it's there to stay.
When Amazon removes product reviews, it is for reasons of their own. Never in response to seller.
They will tell you to send a message to that community address. Those messages are not read.
Seller_epgONY12KqeHA
That's just not fair.. I proceeded to use their option of offering the customer a refund. Hopefully that'll work out.
Seller_Y044H9sPNQgKh
I have faced many off-topic reviews in the past.
One example is, my product which was manufactured in Feb 2024, was labeled as Mfg Date 02/2024, the customer understood that they received an expired item.
There are three ways you can get a review removed:
1. Report it on the website, which never seems to work lol
2. Directly contact the customer by navigating from Brands>Customer Review, Find that 1-star review, and click on Contact Customer on the right side of the screen. It will send a templated message to the customer. Now, go to Messaging, and you will find that same message in the most recent one. From there, you will know the Order ID of the customer, and try to talk about the review.
3. Reporting it, but on Seller Central, as a policy abuse. This one seems to work perfectly for me. Go to the Account Health Page, Select Report Abuse, select "Another seller account is attempting to harm my business", enter ASIN, and Order ID (read the second method to find order id), and then explain your issue to them.
Hope this helps.
Seller_CIYBMTAlHTREk
I met similar trouble, my customer bought Queen Size, but left 1--star review said that he bought Twin size and disgusting it for being too big, so absurd! I know who he is, because the product is the new one, I just sold few orders, I tried send the e-mail to him, and gently tell him he bought the Queen, but no reply for me. I also request Amazon to delete this review, but Amazon's inaction makes sellers feel disappointed. I just want to Report it, it's unfair for sellers...
Quincy_Amazon
Hello @Seller_epgONY12KqeHA
Thank you for posting your inquiry to the Forums,
If you see reviews that you think violate our Community Guidelines, use the Report abuse link next to the review to report it. You can also send email an to community-help@amazon.com, specifying the location of the content and the reason you believe it violates the guidelines.
For privacy reasons, the results of the investigations can't be disclosed, but we'll take any disciplinary actions we find appropriate.
It sounds like you have already opened a case with our Support team regarding your concern. Please feel free to provide the case ID number to this thread and I can review the correspondence already provided.
Regards,
Quincy_Amazon
