How Amazon Handles Buyer Feedback on FBA Orders
Explains how buyer feedback works for FBA orders, including when Amazon will strike through negative ratings related to fulfillment issues and when sellers remain responsible for feedback.
Overview
When you use Fulfillment by Amazon (FBA) to ship your products, buyers can still leave seller feedback on those orders, just as they would for merchant-fulfilled shipments. However, Amazon treats negative feedback differently for FBA orders, since Amazon itself is responsible for the fulfillment experience. Understanding how this feedback system works is essential for protecting your seller metrics and maintaining strong account health.
Key Points / What Sellers Need to Know
- Buyers leave feedback on FBA orders just like merchant-fulfilled ones - There is no difference from the buyer's perspective when submitting feedback, regardless of which fulfillment method you use.
- You can monitor feedback through the Feedback Manager - The Feedback Manager tab in Seller Central lets you track buyer satisfaction, view short-term and long-term metrics, and review detailed feedback entries including buyer comments.
- Amazon may strike through negative FBA feedback - If a buyer leaves negative feedback related to the delivery or fulfillment service that Amazon provided, you can request removal of that feedback through Seller Central.
- Strike-throughs don't always remove the comment - Even when Amazon strikes through a negative rating, the buyer's original comment may remain visible, accompanied by a note from Amazon stating: "This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience."
- Product condition complaints are your responsibility - If any portion of the negative feedback relates to the condition of your product, accuracy of your listing, or any service you provided or arranged directly, Amazon will not remove or modify the feedback.
How the Feedback Strike-Through Process Works
When you receive negative feedback on an FBA order that relates to fulfillment issues such as late delivery, damaged packaging during shipping, or other logistics problems, you can submit a request to Amazon for feedback removal. Amazon's team will review the feedback and determine whether the complaint falls under their fulfillment responsibility. If the review concludes that the issue was caused by Amazon's handling of the order, the negative rating will be struck through, meaning it no longer counts against your seller performance metrics. This can be a significant relief for sellers who depend on high feedback scores to maintain Buy Box eligibility and overall account health.
Analysis & Recommendations
Why This Matters
Buyer feedback directly impacts seller performance metrics, Buy Box eligibility, and account health. Understanding when Amazon will remove negative FBA feedback helps sellers protect their ratings and focus quality efforts where they matter most.
Key Takeaways
- Amazon can strike through negative feedback on FBA orders when the complaint relates to fulfillment issues they caused
- Product condition and listing accuracy complaints remain the seller's responsibility even on FBA orders
- The strike-through policy only applies to orders fulfilled through Amazon's fulfillment network, not MCF or merchant-fulfilled orders
- Submitting excessive or speculative removal requests violates Amazon's policies
Recommended Actions
- →Regularly monitor your Feedback Manager in Seller Central and promptly request removal of eligible negative FBA feedback
- →Document product condition before shipping inventory to FBA warehouses to support disputes
- →Ensure listing accuracy and proper product prep to minimize feedback that falls outside the strike-through policy
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