Amazon Removes Contact Feature for Seller Feedback on Low Ratings
Amazon has recently tested and removed the 'Contact Buyer' feature in the seller backend for ratings of 1-3 stars, preventing sellers from messaging buyers to discuss feedback or request changes.
What are the key facts?
- 1Removed 'Contact Buyer' button for 1-3 star ratings
- 2Affects major sites in the US, EU, Japan, and Australia
- 3No brand registration exemption
What happened?
Amazon has removed the 'Contact Buyer' button for low ratings in the seller feedback section. This restriction applies to all sellers, with no exemptions for brand registrations. Strategies that involved offering refunds to buyers to remove negative feedback will no longer be viable, necessitating a new focus on preventing negative reviews instead of remedial actions.
What does this mean for cross-border sellers?
With significantly reduced options for post-sale remediation, sellers must prioritize product quality control and preemptive positive feedback accumulation. It is recommended to enhance product instructions and packaging to minimize misunderstandings that could lead to negative reviews, and strengthen control over product quality from the source.