Off-Topic Review Passed through Amazon QA
I recently released a Toddler coloring book that was well-received and has climbed the ranks in it's categories. This made me so happy since I have worked really hard for a couple years on different books without much success until now. Unfortunately, I received a couple of negative reviews back to back over the last few days. The first one was from a customer in the UK who left a 1 star review titled "Perfect for Toddlers" with a comment saying "Perfect for my granddaughter". It's pretty clear that this customer probably didn't mean to give 1 star review if they left such a positive comment like that.
Now I have received a 3 star review titled "Lost Package" with a comment "Product was fine but it was left in wrong mailbox". As a seller through Amazon KDP, they print and ship my product whenever I receive an order. I have no control over how an Amazon employee delivers the product or if they leave it in the wrong mailbox! How did this even make it through Amazon's preliminary review before it got posted??
The community guidelines specifically say that off-topic subjects aren't allowed that includes: "Sellers and the Customer Service they provide, Ordering issues and returns, Shipping packaging, Product condition and damage, Shipping cost and speed"
I have reached out to community-help@amazon.com several times and they haven't done a thing. The reason I am so worked up is because I don't have many reviews yet, so these low ones can drastically affect my star rating. I am seeing in real-time that my conversions and best seller rank are dropping. I have been running ads with 30-50% conversion rates and now I am getting much lower. It's so discouraging because I have spent so much time and money trying to build this product up, I created a success and now it is failing due to reasons completely out of my control. As a KDP seller I have no way to even see who buys my books and have no way to contact them. With the community-help@amazon.com not providing any solution I just feel so lost and discouraged! If someone can look into this and help me I would be so appreciative.
Off-Topic Review Passed through Amazon QA
I recently released a Toddler coloring book that was well-received and has climbed the ranks in it's categories. This made me so happy since I have worked really hard for a couple years on different books without much success until now. Unfortunately, I received a couple of negative reviews back to back over the last few days. The first one was from a customer in the UK who left a 1 star review titled "Perfect for Toddlers" with a comment saying "Perfect for my granddaughter". It's pretty clear that this customer probably didn't mean to give 1 star review if they left such a positive comment like that.
Now I have received a 3 star review titled "Lost Package" with a comment "Product was fine but it was left in wrong mailbox". As a seller through Amazon KDP, they print and ship my product whenever I receive an order. I have no control over how an Amazon employee delivers the product or if they leave it in the wrong mailbox! How did this even make it through Amazon's preliminary review before it got posted??
The community guidelines specifically say that off-topic subjects aren't allowed that includes: "Sellers and the Customer Service they provide, Ordering issues and returns, Shipping packaging, Product condition and damage, Shipping cost and speed"
I have reached out to community-help@amazon.com several times and they haven't done a thing. The reason I am so worked up is because I don't have many reviews yet, so these low ones can drastically affect my star rating. I am seeing in real-time that my conversions and best seller rank are dropping. I have been running ads with 30-50% conversion rates and now I am getting much lower. It's so discouraging because I have spent so much time and money trying to build this product up, I created a success and now it is failing due to reasons completely out of my control. As a KDP seller I have no way to even see who buys my books and have no way to contact them. With the community-help@amazon.com not providing any solution I just feel so lost and discouraged! If someone can look into this and help me I would be so appreciative.
9 respostas
Seller_85ek0356zU8Q3
Still no help from community-help@amazon.com
Reported the review twice, emailed amazon twice, still nothing..
Danny_Amazon
Hi @Seller_85ek0356zU8Q3- appreciate you joining us here on the forums for some insight on review removals. I also appreciate you including context of both reviews in question here.
I do apologize that the first customer appears to have selected the incorrect star raring for what reads as positive feedback. Unfortunately, Amazon cannot edit a review on your behalf, and sellers are unable to request buyers change or remove reviews. You can read further on both topics within these answers to questions on product reviews.
For the second review mentioned here, I do see the customer included the comment "Product was fine.." before offering details on the delivery experience. As that comment does include information on the customer's experience with the product (product was fine), our teams will not be able to remove this review, as they do look to encourage customers to share their opinions, whether they are positive or negative.
I apologize that this was not the response you were hoping for, but I do appreciate you looking for further insight here on the forums.
Best,
Danny
