In the eCommerce ecosystem, product reviews serve as a testament to product quality. Getting those 5 stars from customers is not easy, however getting them can make fortune bow down to you thereby boosting your sales like never before.

The more reviews you get for your product, the more it is likely that your product will rank higher in Amazon’s internal search algorithm -A9. For instance, two hundred 4 star ratings are more convincing and seem authentic than merely a handful. On your path to Amazon optimization, you should strive to get as many product reviews as you can.

In order to crack the puzzle of selling well on Amazon deciphering what the A9 wants is very important.

Negative feedback

Your reply to a Negative Feedback greatly determines how far you will be able to succeed with your efforts of calming the buyer in question. Sending a ‘robotic response’ that simply asks for order number and other purchase details isn’t what you should aim for. You should take some extra efforts in sending a personalised reply by intricately focusing on the particular aspect of the negative feedback. It helps in reflecting to the complainant that you really care for them and will work sincerely to solve their problem.

An example of a negative review

You can ask for their details so that you can get in touch with them personally. In many cases, if the complainant is satisfied with your customer services for solving their problem, you can request them to delete their negative review which often results as a pang of frustration and dissatisfaction. Doing this might not be as easy you think. However, if you try to explain to them how much their negative feedback can cause you as a seller and not Amazon as a consolidated giant entity, it is quite likely that you would get positive outcomes.

Can I undo the damage done by negative reviews?

If you manage to handle the situation well, any misunderstanding (say the customer didn’t go through your terms of service or expected time for delivery properly) can be clarified well in time and can turn the otherwise adverse situation in your favour by replacing it with a positive feedback and support your Amazon optimization efforts.

Fake reviews: Is it really a rewarding venture?

Over the time, sellers have realized the importance of positive reviews. To ‘accomplish’ this they resort to ‘buying’ positive reviews. Amazon banned free incentives in return for positive reviews in October 2016. However, many Amazon store SEO service providers take extreme risk in following this practice under the table. A better alternative is to opt for Amazon’s own Vine program that involves getting product reviews from a selected group of elite reviewers who give an honest feedback.

Though it might seem a rosy picture in the short-run, in the long-run, fake reviews can land you in a pit of troubles.

*Another way of combatting negative review is to request Amazon to remove it by stating the reason. Since Amazon follows a customer-centric approach, there are negligible chances of succeeding.

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