How to Respond to Reviews on Behalf of Seeler
Negative reviews are unavoidable on Amazon. You lot could be doing everything right and have a groovy product, but non every client might like the experience. These unhappy customers often leave a bad review.
How do these negative reviews affect your business organisation?
A 1-star review straight hurts your business by lowering your production's visibility and dissuading customers from buying your product. Amazon's A9 search engine considers product reviews when ranking for search results. A negative review means less visibility. For customers, on the other mitt, a negative review is an important source of information. They rely on insightful reviews – especially the bad ones – earlier making a purchase decision.
As a seller, the best thing you can do when faced with a legitimate negative review is to respond to it. Let'due south await at the steps y'all need to follow while responding to a bad review.
How to Reply to a Negative Review on Amazon
A negative review can seriously affect your bottom line. If it is a legitimate review, Amazon won't take it downwards either. And so how can you fight this fire? Well, we recommend responding to the review. Never ignore a negative review. Responding to the review is a great opportunity for you to share your side of the story!
To comment on a negative review, all you need to do is navigate to the review and click 'Comment.' Make certain customers know that you, the seller, are responding. You tin can exercise this past adding your shop/brand's logo on your profile or using a clear signature.
All things said, be careful when responding to client reviews. They are already upset and the terminal thing you desire to do is antagonize them. Knowing what to say and how to say it makes a big departure. These are some steps you have to follow when responding to a negative review.
- Be prompt with your response
Noticed a negative review? Respond immediately. Every potential customer can see that negative review. Leaving information technology unanswered and not explaining your office of the story tin go out a bad impression. Even worse, information technology can affect sales.
A customer always wants to exist heard if they are taking the fourth dimension to write a review. A negative comment requires your total attention. Take the time to address your customers' concerns and work towards finding solutions to their issues.
In social club to be prompt, yous need to constantly monitor reviews on Amazon. You should non exist in a position where you are finding a negative review by gamble.
- Be polite and always repent
It doesn't matter if your client's complaint is unfair. You demand to exist polite and apologize to the buyer. Make sure you lot give thanks the reviewer for their honest feedback. All of this is not-negotiable.
This is an opportunity for y'all to articulate the air and add additional information that could help future buyers. You can kick-off your response with a simple apology like:
"Hi xxx, nosotros apologize that [production] did not alive up to your expectations."
A sincere apology goes a long fashion to diffusing a volatile situation. Information technology also displays your willingness to listen and learn from your customers. Don't forget, a retail purchase is not just near the production, but also the customer experience.
ane. Offer a solution to the problem
An apology alone will not assist your brand reputation. Make an effort to sympathize the result and offer a solution to the customer. If the customer simply requires description nearly how the production works, brand sure you explain the product well.
Your responsibleness does not terminate with offering a solution. If it is an issue that tin exist resolved, work towards fixing the trouble.
In some cases, you could too offer a refund or a disbelieve for a future production. That is improve done in person than in a public forum.
2. Personalize your response
Avoid boilerplate responses at all costs. When yous are addressing a negative review, don't stick to corporate jargon. Be articulate, curtailed, and most importantly, ensure a personal impact. Your comment should exist tailored to resolve the problem the customer faced. Exist very specific. You need to offer a solution and avoid generic customer service responses.
iii. Provide ways to contact customer support
Don't wash your dirty linen in public. When you are responding to a negative review, provide the appropriate contact details so that the customer tin make it touch with you lot directly. Make certain yous add together your customer service east-mail address and a phone number.
Concerned customers are likely to contact you lot directly to resolve the upshot. Getting in touch on with customers direct too gives yous the room to offer a refund or discount. Offering incentives in a public forum can impact future reviews and expectations from customers. We believe information technology is sometimes harmful to even mention a refund when direct responding to the review. If yous set a precedent of responding to negative reviews with freebies, customers could take advantage of your generosity.
So, if you are planning to offer refunds or discounts, make sure you lot do it when straight communicating with the customer.
Be wary of Amazon'southward policies when offering a refund or a discount coupon. Do not ask for a positive review and exercise not offer any incentives for a positive review. Amazon has strict policies when it comes to asking your customers for reviews or feedback. Violating these policies could lead to your business relationship being suspended.
So, why is it so of import for y'all to get in touch with your customer? Why should you lot care about a negative review after information technology is already upward? For one thing, how yous respond to a negative review tin can reveal a lot about your brand, or concern values. You lot could even consider yourself a firefighter – working to put out the flames and mitigate the damage.
Secondly, if your customer service is excellent, even the harshest of critics could exist persuaded to rethink their rating and review. Customers can retroactively edit or delete their reviews. A skilful impression could be all information technology takes to change a i-star review to a three-star review.
If you're having problem getting reviews, nosotros suggest joining the Amazon Early Reviewer program. In the video beneath, Ankitha Nagaraj, Head of Client Success at SellerApp explains how you can go verified reviews on Amazon.
half-dozen Strategies You SHOULD Know to Get More than Amazon Verified Reviews 🚀🚀 in 2020
Removing a Negative Review
Did you receive a one-star review that has nothing to do with the product? You can contact Amazon to have unrelated reviews removed. Before trying to remove a negative review on Amazon, it is of import to notation that the due east-commerce giant will only take activeness if the review violates its community guidelines.
You should only try to remove negative reviews if yous are sure that they violate Amazon's policies. You're unlikely to succeed otherwise.
Just click 'Study abuse,' which you can detect under the review, to bring information technology to Amazon's attention. If yous want to better your chances of getting a review removed, you tin can straight go far touch on with Amazon seller support. Send an email to community-assist@amazon.com and mention your production's ASIN, the date and fourth dimension of the review every bit well as the proper name of the reviewer. Explicate why and how the review violates Amazon's guidelines.
Final Thoughts
Negative reviews can be a heavy blow for a new seller. However, it is not the cease of the world. It is an opportunity for you to acquire. Detailed negative reviews are a gilded mine of information that y'all can use to improve customer experience and your production in the future.
While negative reviews are useful sources of information, your goal as a seller should be to have a perfect record. The all-time fashion to handle a negative review is to let the adept reviews outshine information technology. Yous tin can use SellerApp'south chrome extension to automatically inquire customers to exit reviews.
When you are faced with a negative review, the merely solution is great customer service.
How do you deal with negative reviews on Amazon? Permit us know your tips and tricks in the comments section beneath.
Source: https://www.sellerapp.com/blog/how-to-respond-to-negative-reviews/