Amazon is a great tool for businesses of all kinds. No matter what your product may be, there is a really great chance you’ll be able to list it on Amazon and reach thousands of more consumers than you would ever be able to through another vendor.
However, Amazon does present some unique challenges. This certainly includes negative Amazon reviews. Below are some tips on how to deal with them.
Integrate the Negative Feedback
Whether you like it or not, many negative reviews tend to have more than a kernel of truth to them. With that in mind, you should use the existence of negative reviews as a learning experience. Instead of simply assuming the reviewers are out to get you, try to assess the feedback you were given in a genuine critical way.
You may be able to learn things from those reviews that can be directly integrated into your products or services. This way, you’ll actually be able to improve your product. With an improved product, you’ll probably avoid the same kinds of negative reviews going forward. Instead, you’ll likely receive more positive ones.
Respond
As the seller, you have the option of responding directly to reviews whether positive or negative. Negative reviews you should certainly respond to. It’s against Amazon’s policies to ask for the removal or altering of a review. Still, addressing their concerns is important. You may be able to retain those customers in the future.
If other users see your comments addressing their problems, they will also be more likely to trust your company and make a purchase. Overall, it’s always good to try to make amends with customers even if you disagree with their words.
Address Fraudulent Reviews or Inappropriate Reviews
In certain cases, negative reviews will be removed from Amazon if they break their policies. For example, if a customer review is filled with swear words and obscenities, that review can be removed because it breaks Amazon’s policies. If a review includes completely false or misleading information intended to libel your product or company, that may also be removed.
If you can prove that reviews were posted by “bots” or your negative reviews were part of a troll campaign targeting you for reasons other than the quality of your products, those reviews may be able to be removed as well. While Amazon generally lets customers speak their minds, they are aware that this system can also be abused and will take action when necessary if you were unfairly targeted using the review system.
Obtain Amazon Specific Services
What you may not be aware of is that there are Amazon marketing services available from third parties that can help you address many of your challenges with selling your products on Amazon. This often includes Amazon review management features that can give you a platform with options for managing and responding to reviews across many products simultaneously.
You can also use the advertising features in such platforms to increase sales and hopefully increase new reviews that begin to bury the older negative ones that may have been sitting on the product listings for quite some time.
Improve Your Product Listing
There may also be reasons beyond the quality of your product that are resulting in bad reviews on Amazon. For example, your listing may not be up to snuff in regards to the level of detail provided or product images. In fact, what is on your listing may be completely misleading.
This could lead to consumers buying your products and then getting upset due to the fact what they received was very different from what they were expecting. In this case, updating the product listing will solve the problem. Always make sure to provide as much relevant information as possible. This should include multiple large photos of your product from different angles.
Negative Amazon reviews can be challenging for businesses selling their products on Amazon. They can produce negative perceptions among would-be customers. You may end up losing money as a result. Still, you don’t have to give up. Try to integrate that feedback to improve your product. Try to address the customers’ issues, and do so in a way that shows the public you care. Update your listing and try to avoid making similar mistakes in the future.