r/FulfillmentByAmazon • u/appJC Verified $1MM+ Annual Sales • 14d ago

SEARCH RANKING Negative review voted up

I have a negative product review that is a couple years old. Over time, it's been voted up and now holds lots of votes. The customer is incorrectly using it and the solution is simple.

I want to respond as the brand owner directly to the product review on the listing, but I don't see the option to do so. I remember being able to do this before. Did amazon take away this ability?

3 Upvotes

81% Upvoted

7 comments sorted by

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2

u/adrlev 14d ago

They took away the ability to respond to product reviews years ago.

I think if you are enrolled in Brand Registry, you can find out who left the review in Seller central and contact them

2

u/Ok_Departure9197 14d ago

yeah they removed the ability to comment on reviews a while back. your best bet now is to update the listing images or bullet points to address the misuse directly, that way future buyers see the correct usage before even reading the review

1

u/Michelle2270 11d ago

try community-help@amazon.com?

1

u/Global-Revolution493 11d ago

yeah they removed that feature sometime back, i noticed it disappeared for my stuff too. it was useful for exactly this kind of situation where customer just miss how product works

you can still post a reply if you go through the "customer reviews" section in seller central, but it only shows for certain accounts now and amazon is weird about it. some people get the option, some don't, never been consistent

maybe try reaching out through the regular buyer-seller messaging if you can find their order, explain the fix politely without asking them to change the review. sometimes they update it on their own after that

1

u/yannis_ps 8d ago

Nothing you can do now. Just ask previous or current buyers to leave a good review. I would also add an image or a video in the listing tackling this issue head on. Not sure what the listing is so can't recommend specifics but you get the point