How To Respond to Negative Reviews and Turn Them Into Positive Fuel

Prevention is Better Than Cure

It’s easy to focus on positive reviews. However, negative reviews deserve more attention because they can damage your sales and profits. It’s important that you optimize your product listing with accurate, clear, and honest details to increase the customer’s understanding of your product. This helps reduce negative reviews.

  • They want to let others know the flaws of the product.
  • They are not happy with the product.

Responding to Negative Reviews

1. Be Sympathetic

“There is no greater loan than a sympathetic ear.” Empathizing with a customer’s complaints goes a long way. Instead of getting angry, stay calm, put yourself in their position, and respond in a polite manner.

2. Respond Promptly

This brings us to my second point: promptly respond to negative reviews. Responding within 24 hours shows that you take customer feedback seriously and actively listen to their needs. Never neglect a negative review. It may damage your product listing.

3. Offer to Make it Right

Always offer to right your wrongs when dealing with negative reviews. If a customer is unhappy about the dent or scratch in the product, quickly offer a replacement. Customers will thank you for your great customer service and might even reward you with a 5-star review.

4. Identify and Report Fake Reviews

5. Request Amazon to Remove Reviews

There are times when you will receive reviews about products not delivered on time, ugly packaging, or even broken seals. For orders fulfilled by Amazon, negative reviews are “neutralized” as delivery issues happened on Amazon’s end.

6. Make The Most Out Of It

If you receive consistent, legitimate negative reviews, it’s time to go back to the drawing board, strategize, and fix the issue. For example, if you sell a can opener and receive negative reviews complaining about the opener leaving sharp edges after using it, then this is a great time for you to fix the problem.

How to Gain More Reviews

There are plenty of ways to get more 5-star reviews without relying on risky black-hat tactics. Check out our recent blog post on gaining more 5-star reviews in 2020.

Final Thoughts

Hopefully, we provided you with enough insight to help you respond to negative reviews and turn them into positive fuel for your business. Negative reviews are an integral part of Amazon and something you can’t avoid. They’re a constant occurrence you have to be proactive about. The key to handling negative reviews is to not take them personally. Everyone has their own opinions.



Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store