Negative Review Handling SOP

Check for negative product reviews every day, log important feedback, identify patterns, and take appropriate (Amazon-compliant) steps to improve customer satisfaction — without breaking Amazon’s rules about contacting reviewers.

Prerequisites

• Access to Amazon Seller Central
• Access to Brand Dashboard → Customer Reviews (Brand Registry required)
• Access to individual product detail pages
• Access to Negative Review Log spreadsheet
• Understanding of Amazon communication rules (no asking for review changes, no off-platform messages)

Procedure

1. Check Reviews Daily
2. Log Negative Reviews
3. Identify the Root Cause
4. Check if You Can Use “Contact the Customer” (Brand Registry Only)
5. Take Internal Action
6. Monitor for Patterns
7. Request Review Removal (Only if Compliant)

Members only

Get the full step-by-step procedure

• 7 numbered steps with exact Seller Central paths
• Fixes for the most common snags
• 1 copy-paste message template
• When to escalate, and to whom
• How to confirm it worked
• Best practices to prevent repeats

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Related SOPs

• Voice of the Customer SOP
• Customer Satisfaction Feedback Loop SOP
• Handle Product Complaints Safely
• Listing Compliance Review SOP
• Image Quality & Compliance SOP
• Monthly Listing Audit SOP