Overview

Buyer feedback plays a significant role in a seller's reputation and performance metrics on Amazon. While buyers have the option to remove feedback they've left, sellers also have a formal process for requesting removal when feedback violates Amazon's policies. Understanding when removal requests are appropriate — and what actions are strictly prohibited — is essential for protecting your account health.

Key Points / What Sellers Need to Know

• Buyers control the process — Feedback removal is ultimately at the buyer's discretion. Amazon does not force buyers to remove feedback simply because a seller disagrees with it.
• Amazon will remove qualifying feedback — Feedback that contains obscene language, seller-specific personally identifiable information, or consists entirely of a product review can be removed by Amazon upon request.
• Star-only ratings are handled automatically — Sellers do not need to manually request removal of star-only feedback. Amazon's systems automatically assess these ratings for policy compliance.
• Contacting buyers is allowed, with limits — Sellers can reach out to buyers about order issues or customer service concerns, but they cannot ask buyers to remove negative feedback.
• Incentivizing feedback changes is prohibited — Offering compensation, discounts, or any other incentives in exchange for positive feedback or removal of negative feedback is a policy violation.

How the Removal Request Process Works

Sellers who believe feedback meets Amazon's removal criteria can submit a request through Seller Central. Navigate to the Feedback Manager, locate the relevant order ID in the feedback table, and select the removal option under the Actions column. Amazon will then review the feedback against its policy criteria — obscene language, personally identifiable information, or pure product reviews — and determine whether removal is warranted. It is important to note that the removal request option is not available for star-only ratings, since Amazon handles those evaluations automatically upon submission. If your request is denied, the feedback will remain, and repeatedly submitting removal requests for the same feedback is unlikely to change the outcome.