Total Lie of a Review is Going to SHUT DOWN MY STORE!!
I abruptly stopped selling 2 weeks ago. I thought it was this "Verification Process" that Amazon is doing. After I got that done, still no orders. I went to my products and found a review that is a total lie!!! It is titled "buyer beware" and it has basically shut down my shop.
In the review they state they never got their order. This is a lie because #1 I have no missing or late orders and #2 all shipped orders from my shop are tracked.
The person didn't review under their actual name so I can't correct the situation or contact them from my end.
They lied and said I "ghosted" them and wouldn't return communication about their inquires into the matter - I never got one email or phone call about this order.
Now my shop has gone from hundreds in sales a week to nothing. I am a newer shop, so this review isn't absorbed by other more positive reviews. Mind you on ETSY I have a 5/5 star review for over 500 reviews. I take very good care of my customers and this is a very poor reflection on my brand. Just because of that issue I am considering closing this Amazon shop. I don't know if Amazon will help or if they even can....
How can I sell more product to get good reviews if an easily provable false bad review has shut down my sales???
Total Lie of a Review is Going to SHUT DOWN MY STORE!!
I abruptly stopped selling 2 weeks ago. I thought it was this "Verification Process" that Amazon is doing. After I got that done, still no orders. I went to my products and found a review that is a total lie!!! It is titled "buyer beware" and it has basically shut down my shop.
In the review they state they never got their order. This is a lie because #1 I have no missing or late orders and #2 all shipped orders from my shop are tracked.
The person didn't review under their actual name so I can't correct the situation or contact them from my end.
They lied and said I "ghosted" them and wouldn't return communication about their inquires into the matter - I never got one email or phone call about this order.
Now my shop has gone from hundreds in sales a week to nothing. I am a newer shop, so this review isn't absorbed by other more positive reviews. Mind you on ETSY I have a 5/5 star review for over 500 reviews. I take very good care of my customers and this is a very poor reflection on my brand. Just because of that issue I am considering closing this Amazon shop. I don't know if Amazon will help or if they even can....
How can I sell more product to get good reviews if an easily provable false bad review has shut down my sales???
27 replies
Seller_aV1Bh32hE0KND
They could be referring to the other seller on the listing.
I reported it; the review was specifically about the seller & not the product so we shall see if Amazon removes it. 🤞
On this particular listing, you don't have the BuyBox so that would definitely affect your sales and you may want to check your other ASIN/offers for the Prime seller who is winning the BuyBox.
Is this your Brand, are you Brand Registered?
Seller_CF0URQS5DxG2u
To start: As much as it feels like there is, there is likely no correlation between this review and your sales stalling. In fact, product reviews and store reviews are two different things, and your store only has 5 star reviews. Congrats!
This is one review on one ASIN, it simply will not shut down or threaten your store, though I do understand and respect the concern. The ASIN with the negative review has 4.1 stars. Less than ideal, but ultimately fine. Breathe in, breathe out. This will be alright.
One option for damage mitigation/to get additional positive reviews is to go through your orders and manually request reviews. I do this when I have some downtime in my week and I do often get reviews after doing it.
The review you have an issue with has a verified purchase badge, so it should be possible to find the order with some digging. If you find them, you may be able to reach out and try to rectify the situation.
I also see that this ASIN is sold by another company as well. The review may be a result of this customer's interaction with that seller.
Additionally, I assume you do, but are you keeping up on your Seller Central inbox? It can be easy to miss when a message comes in. The message center can be accessed by clicking the envelope at the top of the screen.
Unfortunately, there is not much recourse for a review like this. Amazon does not care about lies in customer reviews, and there is little pathway to get a review like this removed. If the review doesn't violate the community guidelines (and somehow provably false statements are not included in these guidelines) it will not be removed.
The fact that it is a review of the seller, and not a review of the product does mean you have a chance of getting it removed, however.
As for your stalled sales - they've slowed for almost everyone over the past few months and have been slowing more and more. As much as it feels like there is, there is likely no correlation between this review and your sales stalling. I do hope you are able to find some solutions to getting your ASINs turning again.
I typed a lot. I'll stop now. Best of luck.
Seller_Hi7wbO2Kbo6bl
As stated above, the review could be about an order from someone else.
But I will point out that tracking is not proof of delivery and you cannot assume someone is lying because tracking "proves" something.
I order a good deal online. I have been on the other side of that situation and can assure you that tracking doesn't prove a darn thing.
Seller_mAJ551pRvm5Tu
I had the same issue. i would suggest you to open a case with amazon and file a Safe T-Claim with amazon. Present all the evidences that you have like invoices and shipment tracking details. I hope you will get the seller benefits. Best of luck!
Seller_TvaTXH61RRGLO
Try to remove the review and open a case. If you will not be able to remove it, this is life on Amazon. Somehow many of our products start with a bad review. However, we insist and after a while they finally take off.
Danika_Amazon
Hello @Seller_SWahzE9DAIhJ7and thanks for sharing your situation here on the Seller Forums. First off I have to say--I like your user name. I love a good play on words and yours is great.
As for this situation--it does sound like the customer provided seller feedback where they should have posted a product review. Per the Amazon Community Guidelines, this is not allowable. From the linked page (emphasis mine):
"What's not allowed--Seller, order, or shipping feedback
We don't allow reviews or questions and answers that focus on:
- Sellers and the customer service they provide
- Ordering issues and returns
- Shipping packaging
- Product condition and damage
- Shipping cost and speed
Why not? Community content is meant to help customers learn about the product itself, not someone's individual experience ordering it."
Tell me, have you submitted a support request yet around this issue and if so, do you have a case number you could share? I'd like to investigate this internally before determining next steps.
Thanks, and looking forward to hearing back.
Best,
- Danika
Seller_PrDwmV6HXeoPb
I also think is a serious matter.
Since this is a review, and also mentioned it is a newer shop (assume listing is also newer), I think a possible solution is to delete the listing, and create a new one.
Meanwhile, we can try to contact Seller Support to see if the review can be removed. This will be the best case if seller support can help so.
Seller_WtOwWhtSrFjva
You are putting too much emphasis on reviews. Most people do not even read them and most people know that are usually not reliable. I have bought stuff that had great reviews and was crap. I have bought stuff that had bad reviews and was great.
If you could give us the ASIN(s) we may be able to offer some suggestions that will help.
Many people know that the review system on Amazon cannot be trusted since it can be manipulated. In fact, there are companies whose whole business is providing fake reviews. I get emails all the time from them. I tell them what they are doing is against Amazon policy.
This is especially true now that one can leave a review and not even buy the product. Or they can leave a rating and not even have to justify it. When I first started selling on Amazon, you had to buy the product and a review had to be at least 20 words long. But this has been gutted and no longer helps the buyer or the seller.
You can report bad reviews to Amazon. Once in a great while they will remove it.
Seller_rI7BZIczK8iAC
The customer obviously did talk to the other seller. Are you aware that someone else is selling on your listing?
In fact, the customer should have posted this comment on the seller feedback page, like this it would not appear on the product page but on the feedback page of this other seller.
Since you created a case I think you have a good chance that Amazon will remove this review.
Danika_Amazon
Once again @Seller_rI7BZIczK8iACthank you for all you do to help newer sellers on this forum succeed. We really appreciate it/you!
