As an HAQM seller, managing customer feedback is a crucial aspect of maintaining a successful business on the platform. We want to ensure that feedback being given by buyers is addressed, but there are situations in which buyer feedback being left may warrant removal. This post outlines the process of addressing buyer feedback being left on the Seller Feedback page, and highlights steps Sellers can take to request to remove feedback, as well as outlining the scenarios in which HAQM may remove or strike-through buyer feedback.

Generally, it is important for Sellers to first attempt to address buyer feedback. Sellers are encouraged to use the Feedback Manager to respond to buyer feedback and address their concerns. This not only demonstrates the seller's commitment to providing excellent customer service, but can also help mitigate the impact of negative feedback on the seller's overall performance metrics, such as the Order Defect Rate (ODR).

If Sellers have attempted to address buyer feedback, but the buyer chooses to keep the negative feedback being provided, there are steps Sellers can take to request removal of the feedback. HAQM, as a general rule, does not remove buyer feedback even if it is deemed unwarranted or the issue has been resolved. However, there are exceptions to this rule. Some examples of what is eligible to be removed include:

• The feedback includes words commonly understood to be obscene or profane.

• The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.

• The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”

If any of the above criteria is met, Sellers can request to remove feedback through the Feedback Manager tool.

Please note: contacting HAQM's support teams through other channels may lead to account deactivation.

There are specific situations where HAQM may strike-through feedback, such as when the order was fulfilled by HAQM (FBA) or shipped using the Buy Shipping service. In these cases, HAQM takes responsibility for the fulfillment experience, and the struck-through feedback will not negatively impact the seller's performance.

By understanding the HAQM feedback policies and the available tools for managing feedback, sellers can address customer concerns first-hand, maintain a positive reputation, and ensure their business continues to thrive on the platform.

If you have any requests through Feedback Manager that you would like us to review further and potentially appeal, please create a new thread, choose the “Create and Manage Listings” category, select the “Product feedback” tag, and include your case ID.

Note: this post is in reference to buyer feedback that is left on the Seller Feedback page, and it’s important to distinguish that this is not referencing product reviews, which are a different part of the selling process.

If you have a specific Feedback Manager case you would like us to review further, please create a new discussion under Create and Manage Listings > Product Feedback. Ensure to provide your case ID with the Feedback team so we can take a look.

Do you have any tips to share on how you work with your customers regarding negative feedback that you have found successful? Feel fee to include in the comments below.

Regards,

- Manny