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What can I do about incorrect negative feedback?

As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved. For more information about resolving and responding to buyer feedback, see Using the Feedback Manager.

Amazon will remove feedback only in the following cases:

  • The feedback includes words commonly understood to be obscene or profane.
  • The feedback includes seller-specific, personally identifiable information, including e-mail addresses, full names, or telephone numbers.
  • The entire feedback comment is a product review. For example:
    The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.
    However, if the feedback comment is only partly a product review but also contains feedback about the seller’s service, this feedback would not be removed:
    Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.
  • The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon. Feedback reviewed and determined to be relating explicitly to fulfillment and customer service for an order fulfilled by Amazon will not be removed, but a line will appear through the rating with the following statement:
    This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience.

We strongly suggest that you work with buyers to resolve negative feedback. However, if you believe that the feedback you received meets any of these criteria, then contact us by clicking the "By e-mail" button on the right side of this page. Select "Orders" from the left-hand menu and then "Customer feedback problems." We will evaluate the feedback and make a decision whether to remove the feedback.

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Seller Support

Please use the e-mail address associated with your Seller account.