So, how do you deal with negative feedback left by an Amazon buyer?
Well, fortunately, Amazon isn’t eBay! There is actually some recourse that you can take.
I recently had a negative feedback left by a lady that was very unhappy because her item came delivered (actually, undelivered) with postage due. Ooooops… Stupid postage scale (obviously not my fault…… right?).
Everyone makes mistakes. It happens. And even though I responded to her email within 2 hours, and offered to refund her the postage overage plus a portion of the sale in order to make it right, she had already been trigger happy on the negative feedback button and cut my amazon reputation up pretty good.
So, first thing that I did was email her back and try to make it right. The product she bought was only a $10 book, and she paid $3.99 for it to be shipped. I paid nothing for the book, so the sale was entirely profit pretty much. I first offered to refund her the overage and some money so she would feel “ok” about going to the post office and paying the overage. She wasn’t having that, though, and wanted me to refund the entire amount and said she would be telling the post office to return to sender.
Next, I told her that the refund would go through as soon as the book had been returned, per Amazon policy, to which she replied she was ok with.
Finally, I let her cool off for a day. Then, I sent an email to her through Amazons system asking for her to reconsider her feedback, and offered to refund her ASAP (i.e. before the book was returned since it didn’t really matter to me). Of course, you have to watch how you word your emails, as Amazon’s rules regarding correcting negative feedback are as follows:
We encourage you to work with buyers to address and resolve any issues. After resolving the buyer’s concerns that led to the negative feedback, you can ask the buyer to remove the negative feedback. However, please remember that pressuring a buyer to remove negative feedback is a violation of our policies.
If you work with a buyer to resolve a situation, but the buyer decides not to remove negative feedback, you can post a response (using the Respond button) to explain how you worked to correct the problems. This response displays on the website. It is not a way to communicate with the buyer. Your response won’t change your feedback rating, but other customers will be able to read your explanation when they see the buyer’s feedback.
Then, I sent her the refund that I was going to send her anyway… before she even responded. I was hoping that the law of reciprocity would be working in my favor here, and that she would log in and see that I did my best to make it right and take pity on me. haha.
Well, it worked, and she removed the negative feedback and restored me back to 100% feedback!
Obviously this doesn’t guarantee that you will get your negative amazon feedback removed.. but that’s at least an avenue you can pursue to give it a try!
So, what happens if they don’t remove their negative feedback? Well, unfortunately, your only other recourse is to explain your side of the story under the “respond” feature and hope that potential buyers read that. More importantly, though, it’s time to get your butt in gear and sell some more stuff and bring in more positive feedback!
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