Account Health · Beginner · 5 min read · 9 steps
How to remove negative seller feedback on Amazon
A one-star comment on your storefront sticks around longer than the customer who wrote it. It drags your feedback score on every offer listing, and negative feedback also counts toward your Order Defect Rate. The good news: Amazon will take some of it down. The less good news: only some.
Amazon's rule is simple and a little stubborn. Feedback that follows the policy stays, even when it stings. Feedback that breaks it, or that was really about Amazon's own delivery, can be removed or struck through, and when a request is granted the hit comes off both your rating and your ODR. Here's how to sort one from the other and file it the right way the first time.
Part 01
Step by step
9 steps, in the order Seller Central asks for them.
- 01Open Feedback Manager
In Seller Central, go to Performance and then Feedback. The Manage Feedback tab shows your rating for 30 days, 90 days, 365 days and lifetime, plus every entry with its date, rating, order ID and comment.
- 02Read the comment against the removal list
Amazon removes feedback that contains profanity or obscenities, hate speech, or personal information such as email addresses, full names or phone numbers, that references a product sold by a different seller, that relates to a product for which you're the brand owner or an authorized reseller, or that is entirely a product review.
Source: Seller Central Help, Can Amazon remove buyer feedback?
- 03Check whether it qualifies for a strike-through instead
If the order was fulfilled by Amazon and the whole comment is about the delivery experience, Amazon may strike it through and note that it takes responsibility for that fulfillment. The same goes for a delayed or undelivered order you shipped on time with Buy Shipping.
Source: Seller Central Help, Can Amazon remove buyer feedback?
- 04Be honest about mixed comments
If the comment mixes a product review with a complaint about your service, Amazon won't remove it. Its own example: slow shipping plus a gripe about the widget stays put. Save your request for comments that clearly fit one reason.
Source: Seller Central Help, Can Amazon remove buyer feedback?
- 05Mind the 90-day clock
Removal requests must be made within 90 days of the feedback submission, and the system blocks requests after that. Check the feedback date before you spend time on a write-up.
Sources: Seller Central Help, Can Amazon remove buyer feedback?, Seller Central Help, Request feedback review
- 06Click Request review
In the Recent feedback table, next to the order ID, select Request review under the Actions column. Use only Feedback Manager. Amazon says asking through Contact Us or any other channel may lead to account deactivation.
Sources: Seller Central Help, Request feedback review, Seller Central Help, Can Amazon remove buyer feedback?
- 07Pick the reason and add evidence
In the pop-up, choose the reason from the drop-down that matches the policy, then use the comments box to explain why the feedback doesn't fit the rules, for example that every word is about the product. Select Submit.
- 08Track it in Manage Review Requests
Your request appears with the status Under review. Approved means the feedback is gone and nothing else is needed. Denied shows an Appeal Decision option you can use before the displayed deadline. After the deadline, the case can't be reopened.
- 09If it stays, post a public reply
Choose Post a public reply from the same Actions drop-down. Keep it short, polite and free of private details. A reply won't change your score, can be removed but not edited, and buyers can't answer it, so don't ask them questions there.
Part 02 Calculator
Try the numbers: Feedback score calculator
Runs in your browser only. The starting numbers are Amazon's own worked example. Removing a rating only happens when Amazon approves a request or the buyer takes it down.
Part 03
The picture
The same facts, drawn. Each chart links to the Amazon page it comes from.
- Day 0Feedback posted
- Day 60Buyer removal window ends
- Day 90Your request window closes
Counted from the day the feedback is submitted. Buyers get 60 days to take it down themselves. Your removal request has to be in by day 90.
Source: Seller Central Help, About Feedback Manager
Data desk by XENA IntelligenceAmazon's own sample counts by star level. 90 positive out of 100 total gives a 90.0% feedback score.
Source: Seller Central Help, About Feedback Manager
Data desk by XENA IntelligenceThe Feedback Manager path from Amazon's Request feedback review and About Feedback Manager pages.
Source: Seller Central Help, Request feedback review
Data desk by XENA Intelligence- Contains profanity or obscenities
- Contains hate speech
- Includes personal information like emails, full names or phone numbers
- References a product sold by a different seller
- Relates to a product you own the brand of or resell as authorized
- Is entirely a product review
From Amazon's Can Amazon remove buyer feedback? page. A comment that mixes a product review with service feedback stays.
Source: Seller Central Help, Can Amazon remove buyer feedback?
Data desk by XENA IntelligencePasses
- Thank the buyer and state the fix in one or two lines
- Explain delays caused by events outside your control
- Use Buyer-Seller Messaging to talk to the buyer privately
- Proofread first, since replies can't be edited
Bounces
- Include names, emails, phone numbers or addresses
- Ask the buyer questions they can't answer
- Offer refunds or discounts for removal
- Expect the reply to change your score
Based on Amazon's guidelines for posting a public reply.
Source: Seller Central Help, Post a public reply
Data desk by XENA IntelligencePart 04
Tricks the help page buries
The lines in Amazon's own documentation that most sellers scroll past.
- 1Product reviews in disguise are your best case
Amazon removes feedback when the entire comment is a product review. If the buyer only talks about how the item performs, say exactly that in your comments box. If they also mention shipping or service, Amazon keeps it.
Source: Seller Central Help, Can Amazon remove buyer feedback?
- 2FBA complaints get a strike-through, not a debate
When the order was fulfilled by Amazon and the whole comment is about delivery, Amazon may strike it through with a note that it takes responsibility for the fulfillment. Request it in Feedback Manager like any other review.
Source: Seller Central Help, Can Amazon remove buyer feedback?
- 3Fix the problem, then let the buyer decide
Buyers have 60 days to remove feedback themselves, at their discretion. Use Contact customer in Feedback Manager or the Buyer-Seller Messaging templates to solve the issue. Never offer compensation, discounts or other incentives for removal.
Sources: Seller Central Help, About Feedback Manager, Seller Central Help, Post a public reply
- 4Pull the report once a month
Feedback Manager can download every neutral and negative entry for a period of up to one year as a tab-delimited text file. It can take up to 45 minutes to generate, and old reports disappear after 30 days, so save your copy.
Source: Seller Central Help, Download a report of buyer feedback
- 5Know what shoppers actually see
With more than 10 feedback entries in the past 12 months, shoppers see your 12-month percentage and lifetime total on the offer listing. Fewer than that, and they see your lifetime percentage. A handful of removals matters most for newer accounts.
- 6Don't panic over 99%
Amazon rounds feedback percentages to the nearest whole number, so the positive, neutral and negative shares can add up to 99% instead of 100%. That's rounding, not a missing rating.
Source: Seller Central Help, How does feedback and rating work?
Part 05
Questions sellers ask
Tap a question to open it.
Can Amazon remove negative seller feedback?
Yes, in specific cases. Amazon removes feedback that contains profanity, hate speech or personal information, references a product sold by a different seller, relates to a product you own the brand of or resell as authorized, or is entirely a product review. When a request is granted, the feedback no longer affects your rating or Order Defect Rate.
Source: Seller Central Help, Can Amazon remove buyer feedback?
How long do I have to request feedback removal on Amazon?
Removal requests must be made within 90 days of the feedback submission. After 90 days the system won't process the request. Buyers, separately, have 90 days after the order is confirmed to leave feedback and 60 days to remove it.
Sources: Seller Central Help, Can Amazon remove buyer feedback?, Seller Central Help, About Feedback Manager
Can I ask Seller Support to remove feedback?
No. Amazon says feedback removal requests can only be made through Feedback Manager, and contacting support through Contact Us or any other channel to request removal may lead to account deactivation.
Source: Seller Central Help, Can Amazon remove buyer feedback?
What happens to negative feedback on an FBA order?
If the entire comment relates to the delivery experience on an order fulfilled by Amazon, Amazon may strike it through and add a note that it takes responsibility for the fulfillment. Struck-through feedback stays visible but no longer counts against you.
Source: Seller Central Help, Can Amazon remove buyer feedback?
My feedback removal request was denied. Can I appeal?
Yes. In Feedback Manager, the Manage Review Requests tab shows a Denied status with an Appeal Decision option. Submit the appeal before the displayed deadline. Once the deadline passes, you can't reopen the case.
Does a public reply improve my feedback score?
No. Amazon says a public reply has no numerical impact on your score. It does let future shoppers see how you handle problems. Replies can be removed but not edited, and if the feedback is later suppressed, your reply disappears with it.
Sources
Every fact above comes from these Amazon pages, opened on . Amazon updates them; if a step looks different in your account, trust Seller Central.