A step-by-step guide to help
you fix low customer feedback ratings on Amazon, focused
on root cause analysis, proactive resolution, and prevention.
🛠️ Amazon Customer Feedback Repair Guide
✅ Step
1: Identify Problematic Feedback
Where to check:
- Seller
Central → Performance → Feedback
- Filter by negative
(1–2 star) ratings
- Click each
feedback to view:
- Buyer
comment
- Order ID
- Date of
transaction
🔍 Step 2: Categorize the Issues
Group feedback into common themes:
|
Feedback Type |
Common Root Causes |
|
Late
shipping |
Delay
in handling or poor FBM logistics |
|
Damaged
item |
Poor
packaging or carrier issue |
|
Wrong
item |
Fulfillment
or SKU labeling error |
|
Product
not as described |
Listing
mismatch (images, title, bullets) |
|
Bad
customer service |
Slow
response or unhelpful replies |
|
Product
review left as feedback |
Violates
Amazon policy (can be removed) |
🧹 Step 3: Remove Invalid Feedback (When Possible)
You can request removal if:
- The comment
is actually a product review, not
seller feedback
- It contains profanity
or personal info
- It’s about Amazon’s
shipping, not yours (if using FBA)
How:
- Go to Feedback
Manager
- Find the
entry → Click “Request Removal”
🔧 Step 4: Fix the Root Problem
🕐 Late
Shipments / Delivery Complaints
- Switch to FBA or
improve FBM carrier reliability
- Use tracking
uploads and confirm shipments promptly
📦
Packaging / Damage Issues
- Audit how
products are packed
- Add protective
materials, stronger boxes
- Enroll in FBA
Prep Service if needed
🛍️
Listing Misrepresentation
- Update
title, images, bullets to match exactly what’s shipped
- Use clear
size, weight, and dimension info
- Add
lifestyle or use-case images to set expectations
📞 Poor
Communication
- Use Buyer-Seller
Messaging to respond quickly
- Set up automated
templates to respond within 24 hours
- Use polite,
professional language with empathy
💬 Step 5: Reach Out and Reconcile
If Amazon won’t remove it, you can try
to resolve the issue with the customer:
- Go to Feedback
Manager
- Click “Contact
Buyer” (only once per feedback)
- Apologize
and offer a resolution (refund, replacement, etc.)
- Politely ask
if they would consider removing or updating feedback
⚠️ Don’t
pressure buyers to remove feedback. Just ask once, respectfully.
🔄 Step 6: Improve Your Feedback Funnel
|
Action |
Why It Works |
|
Use
Amazon’s Request a Review button |
Automates
a polite review + feedback request |
|
Send
follow-up (per Amazon policy) |
Confirm
satisfaction, offer help |
|
Use insert cards in packaging |
Politely
direct satisfied customers to leave feedback |
📊 Step 7: Monitor and Respond Regularly
- Check Feedback
Manager weekly
- Respond
publicly to every negative feedback with a calm, helpful
tone
- Track
patterns across SKUs
🧠 Bonus Tips
- Enroll in Voice
of the Customer Dashboard to catch product issues early
- Monitor return
reasons to spot dissatisfaction patterns
- Use tools
like FeedbackWhiz or Sellerboard for alerts and analytics
✅
Summary Checklist
|
Task |
Status |
|
Reviewed
recent feedback |
☐ |
|
Removed
invalid entries |
☐ |
|
Fixed
listing/package/service problems |
☐ |
|
Reached
out to buyers professionally |
☐ |
|
Setup
feedback request automation |
☐ |
|
Added
monitoring schedule |
☐ |