1 Star Review (I beleive by mistake)
Hello everyone, first time poster, long time lurker.
Recently we received a 1 star rever but the comments left were:
Great value
This is a very elegant set. I wore it to my Aunt's funeral many compliments ❤️❤️
I'm very satisfied and glad I purchased it
I want to be VERY safe when contacting the customer, because I don't want to break any of Amazon's rules on asking for a review. Could someone give me some advice on a SAFE way to ask the customer if they actually meant to leave a 1 star review. I'm paranoid about saying something that would get my account in trouble. Thabk you all very much for your help!
1 Star Review (I beleive by mistake)
Hello everyone, first time poster, long time lurker.
Recently we received a 1 star rever but the comments left were:
Great value
This is a very elegant set. I wore it to my Aunt's funeral many compliments ❤️❤️
I'm very satisfied and glad I purchased it
I want to be VERY safe when contacting the customer, because I don't want to break any of Amazon's rules on asking for a review. Could someone give me some advice on a SAFE way to ask the customer if they actually meant to leave a 1 star review. I'm paranoid about saying something that would get my account in trouble. Thabk you all very much for your help!
13 replies
Seller_CW0P5hgbsiqWX
With Reviews, buyers can say whatever they want about a product and leave as many stars as they want. It is there to stay.
Just accept it as some buyers have a lot of hate inside and this is how they express it. They like the power of being able to pass the hate on to others., If you stick around for a few years, you will encounter more.
Seller_iDD9b1SV65vS0
I am sorry, This Amazon policy of Non Removal of Feedback is total abuse and intimidating to sellers, One customer can ruin your life with his/her feedback, Amazon must act in this regard and be friendly to sellers before their FTC case in federal court in 2026
Seller_Hi7wbO2Kbo6bl
You say "review"
If this is a product review, you are not allowed to contact the buyer.
If you are talking about seller feedback, then you are allowed to contact (once).
The buyer will not be able to change the feedback, only remove it. You should include a link with that message since there is no step by step way to get to the feedback page.
Seller_rI7BZIczK8iAC
Hey, if you buy on Amazon, do you read the 5 stars or the 1 stars, if even? Yes. that's it. So, I would see it that way. People see that this is in fact a very good review and that's good for you. Oh yes, you are not allowed to contact the customer for a review.
Seller_3LJMECWgafadX
Under Brands, customer reviews you can reach out to the customer and ask them how you can resolve the situation if the review is 3 stars or lower. I think this is new. You still can't ask them to change the review. I would reach out and say you're so happy they like the product, but that you noticed their review was 1 star and ask was there something that was missing from the product or how you can improve? I don't think this violates policy at all. If it's a mistake, maybe they'll fix it. If it's not, you'll have an opportunity to improve.
Danny_Amazon
Hello @Seller_p7sdhlRl6hkHa- and thanks for checking in with us here in the seller forums community!
We encourage you to monitor reviews regularly and reach out to customers to resolve product or service issues. However, you cannot ask customers to change or remove their review, even after an issue is resolved.
As others in the thread have noted, there is a method for reaching out to buyers to resolve issues mentioned in a review, but you cannot ask customers to change or remove the review, though bringing the fact the review was left as a one-star to their attention, may have the desired effect. Please see further information on eligibility for using this feature, and instructions for doing so on this page, along with these answers to questions on product reviews.
Thanks again!
Danny
Seller_XjolGGpui9INo
Manage customer feedback
We strongly suggest that you work with buyers to resolve negative feedback. As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved.
Amazon only removes feedback in the following cases:
• The feedback includes obscene language.
• The feedback includes seller-specific personally identifiable information.
• The entire feedback comment is a product review.
Amazon will strike-through feedback in the following cases:
• The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon.
• The entire feedback comment is solely related to delayed or not received packages, for orders shipped on time by the seller using Buy Shipping.
Use the Buyer-Seller Messaging templates
For more information, see Email templates for Buyer-Seller Messaging.
Note: You can only use the Buyer-Seller Messaging 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:
1. Go to Leave Seller Feedback.
2. Click on Completed Feedback.
3. Scroll down to locate the feedback you want to remove, and click Remove.
4. Select a reason for removing the feedback, and then click Remove.
Note: 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.
Send this link to the Buyer to potentially remove a negative comment:
https://www.amazon.com/gp/help/customer/display.html?nodeId=201889710
Negative Review by Buyer
I then send the buyer:
Hello, all my items that I sell are used so I am not sure where the mix up was. This item was marked as “Used - Good” on Amazon. Unfortunately, Amazon does damage items that are sent at times. All my items are sent into Amazon warehouses, then they send them to the customers. A full refund is available through Amazon. Feedback has a big impact on us sellers, and Amazon will rarely remove feedback anymore for some reason so if I have helped you, please follow the link below. Have a good day.
****Add the link to the specific post****
Good Luck! Sorry this happened to you and I hope it gets corrected. There are so few reviews, one mistake on a Buyer review really stings.
Seller_FcJ62CpbWSlbK
I had the same issue several times. Some people think "A number 1". People so rarely leave feedback at all, asking them to remove it would most likely be futile. Asking Amazon resulted in nothing.
