If you receive negative feedback, it’s important to quickly determine the cause of the problem and to work toward resolving it.

Respond to buyer feedback

If you work with a buyer to resolve a situation, but the buyer decides not to remove or modify negative feedback, you may choose to post a response on the website, which is displayed on the Amazon website.

Note: Your response will be available for public viewing. Please don’t use this as a way to communicate with the buyer.

In your posting, you can explain how you worked to correct the problem. Your response won’t change your feedback rating, but other buyers will be able to read your explanation when they see the buyer’s feedback.

When replying to negative feedback, keep your comments brief and professional. Even if the buyer comment is not courteous, replying in a similar manner can backfire and reflect badly on you.

• In Feedback Manager, scroll down to View Current Feedback.
• Find the comment you want to respond to and click Details.
• Click on Post a public reply.
• Enter your response.
• Click Submit.

After you submit your response, you can’t edit it, but you can delete it. If you delete your response, you can’t submit a second response. Also, if a buyer removes or modifies their feedback, your response is also removed, and you can submit a new response.

To remove your response:

• In Feedback Manager, scroll down to View Current Feedback.
• Find the comment you want to remove and click Remove Response.
• Click Remove Responseagain to confirm, or click Cancel to cancel your request.

If you product is shipping by FBA,it will more easy to solve the buyer’s negative feedback.

You had better choose the to sell FBA product in amazon.Because amazon service team will help you solve this.

Resolve buyer feedback

When a buyer posts negative feedback in Customer Reviews, we encourage you to contact the buyer individually to resolve the problem. After resolving their concerns, you can ask them to update the negative feedback or remove it from the website. Remember that pressuring or incentivizing a buyer to remove or modify negative feedback is a violation of our policies.

To contact a buyer about negative feedback:

• In Feedback Manager, scroll down to View Current Feedback.
• Find the comment you want to resolve and click Details.
• Click Contact Customer.
• From the drop-down menu, select a subject.
• In the Message area, type your message.
• Use Add Attachment for receipts, supporting documents, and so on.
• Click Send email to send your message to the buyer.

Note: Buyers can remove their feedback on a seller transaction at any time within 60 calendar days from the date they originally left the feedback.