Overview

Amazon sellers regularly see low‑star or negative buyer feedback that can drag down product rankings and hurt overall account health. Beginning in early 2024, Amazon clarified the exact situations where sellers may ask for that feedback to be removed, giving sellers a concrete pathway to protect their brand reputation. Knowing the eligibility rules and the step‑by‑step request process is now essential for anyone who wants to keep their listings visible and their performance metrics strong.

Key Points

• Policy‑based eligibility — Feedback is eligible for removal only when it breaches Amazon’s content rules, such as containing profanity, personal attacks, or topics unrelated to the product itself. Example: “You’re a scam artist!” triggers the harassment policy.
• 30‑day filing window — Sellers must submit a removal request within 30 days of the feedback’s posting date; requests after that period are usually rejected because the entry becomes locked. Example: A comment posted on April 5 must be acted on by May 5.
• Order status matters — If the underlying order was never finalized—canceled, fully refunded, or never shipped—the feedback can be classified as “unfulfilled” and may be deleted. Example: A buyer leaves a 1‑star note for an order that was canceled before dispatch.
• Buyer‑led amendment — Directly resolving the customer’s issue and politely asking them to edit or delete their feedback can achieve the same result without involving Amazon’s review team. Example: Offering a replacement and then requesting the buyer to update the rating.
• Evidence package is critical — Supplying order IDs, screenshots of the offending feedback, and any relevant communication dramatically speeds up Amazon’s review and raises the likelihood of approval. Example: A PDF that includes the order number, a screenshot of the feedback, and the email chain confirming a refund.
• Impact on metrics — Removed feedback no longer counts toward the seller’s rating average, helping to preserve the “Feedback Rating” score that influences the “Buy Box” eligibility and organic search placement.