Poor reviews from buyers will reduce the overall score of Amazon's seller stores, damage the brand reputation, and even "scare off" potential customers.
After receiving the buyer's negative comments, there are two main ways to deal with it, one is to apply to Amazon for removal（Non compliant negative commentsCan only apply), and the other is to take the initiative to contact the buyer and request the other party to modify or delete comments after properly solving the problem.
Of course, if these two approaches fail to work, the final effort is toPublic reply under bad comments, hope that the buyer can take the initiative to contact and negotiate, and also maintain the image of the brand or the seller.
It is understood that last year, Amazon launched a new function, "Contact Customer", which allows sellers to directly contact buyers who write bad reviews, so as to obtain more information from buyers, including the reasons for writing bad reviews, and then provide a replacement service or a direct full refund.
What is the function of Contact Customer?
To put it simply, Contact Customer allows the brand (brand seller) to reply to the negative comments by email with a fixed template.
Blueocean Yiguan has learned that Amazon has provided two email template options for brands. One is to provide a reply template of "exchange" or "refund", and the other is to hope the buyer can provide a template with more details. You can choose one of them.
These two reply templates are set by Amazon. Sellers cannot customize content, but at least they are a channel to contact dissatisfied buyers.
If the buyer continues to reply, the seller can see the reply message in the background of Seller Central. Next, it is unnecessary to use Amazon's email template, and the seller can freely communicate with the consumer.
According to Amazon regulations, any 1-star, 2-star and 3-star reviews are eligible to use the Contact Customer function to contact buyers who write bad reviews. There will be a Contact Customer button in the upper right corner of 1-3-star bad reviews.
If it is a 4-star or 5-star comment, the top right corner of the comment will prompt "Great job! Reply not needed".
In addition, Blue Ocean Yiguan has learned that only brand owners/brand sellers who have completed the Amazon Brand Registry can use the Contact Customer function, and within six months of the release of the buyer's negative comments, the function of contacting the buyer should be closed after the expiration of the time limit.
How do I use the Contact Customer function?
Log in to Amazon Seller Center, open the main navigation, select Brands, and then select Customer Reviews.
On the buyer's comment page, you can filter all comments according to star level, and select 1, 2 and 3 stars.
Then you can see all the comments that can contact the buyer. Generally, you will see the "Contact Customer" button in the upper right corner. Click this button to select the email template you want to send to the buyer.
If you choose the first Courtesy refund, the content of the email template is to provide a replacement or refund, depending on the buyer's choice.
If the second customer review is selected, the content of the email template is to let consumers know that you want to help them solve problems, so they need to provide more information.
After you decide on the email template, click the "Send" button at the bottom right corner to successfully send a message to the buyer.
However, if the buyer chooses not to receive the seller's information, "Unable to Contact Customer" will be displayed in the upper right corner of the comment.
(Article/Riley Huang, the blue ocean of cross-border e-commerce)Coupang, Wayfair, Wal Mart, Mercado Libre and other platforms settled, brand copywriting planning, whole network promotion, e-commerce training and incubationPlease contact us for other services. No unauthorizedRewriting, reprinting, copying, clipping and editingIn whole or in part.