Amazon Disables Sellers' Ability to Contact Buyers Who Leave Negative Reviews
Amazon has largely disabled the feature that allows sellers to proactively contact buyers who leave negative reviews in the background. This means sellers can no longer directly communicate with buyers who leave ratings of 1-3 stars through on-site channels for post-sale remedies, and will need to find other compliant customer service paths.
What are the key facts?
- 1Feature Change: ‘Contact Buyer’ button in Customer Reviews section disabled
- 2Impact Scope: Orders with 1-3 star reviews
- 3Implementation Date: June 4, 2026
What happened?
Multiple sellers reported that the ‘Contact Buyer’ button for 1-3 star reviews in the Amazon backend has become ineffective. This feature previously allowed sellers to communicate on-site after receiving negative reviews, but this channel has now been cut off.
What does this mean for cross-border sellers?
Sellers need to reassess their post-sale service strategies, enhance pre-sale communication, and focus on product quality control to reduce the occurrence of negative reviews, as post-remedial on-site methods are now limited.