Contacting critical reviewers to offer refunds or reimbursement is now both encouraged by and prohibited by Amazon simultaneously. Though many might rejoice at the thought of being able to change the hearts of their customers to get a better review, others remain wary, and for good reason. Instead of offering refunds or replacements, this template quotes the review the purchaser left on your product and prompts the customer to respond anonymously to the brand’s inquiry.Ĭontacting Critical Amazon Customers: Is it Worth it? Similarly, if you select the “Customer review” option, a second window pops up including the customer’s information and product information, but with a different message template. The customer then has the option to either respond “Full refund” or “Replace item” depending on their preferences. Once you select “Courtesy Refund,” a review window will appear including a template message to the buyer, product information, order ID, and more. The courtesy refund option allows sellers to offer the reviewer a full refund for their item or a replacement item. After selecting “Contact Buyer,” you should see a window with two options: Courtesy Refund, or Customer Review.However, this minor glitch is easily fixable after being reported. Note: there is a glitch that results in this option being unavailable despite the review meeting the criteria. Click the “Contact Buyer” button located at the top right of the review. Find a customer review that is 3 stars or less.Identify reviews of specific products by entering their Amazon Standard Identification Number (ASIN) in the search bar. To do so, select the “Customer Reviews” button under the Brands Menu. First, you need to see your product reviews on Amazon Seller Central.Secondly, they have to be from a verified purchase. Firstly, the review has to be critical (i.e. There are two main criteria to determine which customers you can contact using Amazon’s new feature. Additionally, not every customer review will have the “Contact Buyer” option. The company has only given the option to sellers enrolled in Amazon Brand Registry. Not every seller on Amazon has access to this new feature. Now that it’s here, how do you contact negative reviews on Amazon Seller Central? How does it allow you to contact a specific Amazon reviewer? And lastly, how could this help you improve your seller feedback and boost sales? When can Amazon’s Contact Buyer Feature be used? This “Contact Buyer” button came out of the blue, with no official press or testing ever being announced by Amazon regarding this decision. Amazon sellers were shocked to find a casual message on their dashboard recently, which informed them of the platform’s new feature: the option to message and even offer refunds/reimbursements to negative reviewers.
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