Do you know that you can now contact buyers who left a negative review on Amazon? As an Amazon seller, I know you have so many questions regarding the negative reviews.
Can I contact Amazon customers who left me a bad review and maybe offer them a refund?” “How can I find out the reason behind the negative review?.
There are still many. But, now you can able to contact the customer who left the bad review with templated messages and it is not illegal or ends up in review manipulation.
If you’re a brand registered seller, you can able to contact customers who leave negative reviews and convert the bad experience to a good experience by solving their issue.
So, for the sellers like you, Amazon got a message saying:
“We listened to your feedback!“
“We’ve been tracking feedback from brands related to the Customer Reviews experience. We heard that you love having a way to see all your reviews in one place and that it is nice to be able to filter by star rating and time period. You also shared your frustrations over not being able to directly engage with your customers who left critical reviews.“
“We’re now offering a brand-only benefit that allows you to reach out to buyers who purchased your branded product directly from you, who left critical (1-3 star reviews) via templated emails that allow you to communicate with buyers via buyer-seller messaging.“
“We believe this will build brand trust and help establish stronger relationships between you and your customers.“
How do you do that?
Navigate to the Brands menu in Seller Central and choose “Customer Reviews.”
On your customer reviews page, you’ll have the ability to click the “Contact Buyer” link to send direct messages to buyers who left ratings between 1-3 stars.
And, there will be messages that come in a templates format which is provided by Amazon and sent with Buyer-Seller Messaging. Remember, that you can’t edit the message in any way.
Well, creating customer relationships on Amazon, is quite difficult. However, with this feature, you can turn your negative experience into a positive one. And, also you can have a chance to improve your product/service.
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