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Customer Feedback for FBA Listings


Policies and Requirements Features and Fees Managing FBA Inventory Business Analytics Resources
On this page, you will learn how to view customer feedback, how customer feedback is managed for FBA orders, and how to contact Seller Support with questions about customer feedback.

Customers can leave feedback for sellers on orders that are fulfilled by Amazon just as they do for merchant-fulfilled orders. When negative feedback is related to the fulfillment or services provided by Amazon, the negative rating can be struck through,* so it won't affect your performance metrics. The customer's comment will remain with a note from Amazon that states, "This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience."

When a customer leaves negative feedback, but the entire feedback is related to the service provided by Amazon, including fulfillment and customer service, you can request to have the negative rating struck through.* We will review the feedback and if in our judgment it applies exclusively to the fulfillment or customer service provided by Amazon, we will strike through the negative rating, and it will not reflect on your performance metrics. However, if in our judgment any portion of the comment applies to the condition of your product as indicated on your listing (New, Used, etc.) or any service that you, rather than Amazon, provided or arranged to be provided to the customer, the feedback and negative rating will remain without edits. Use the Contact Us form to request a review of negative feedback.

Please note that our policies prohibit any activity that would interfere with our capacity to help other sellers, including submission of high volumes of incorrect or speculative requests to Seller Support.

*The customer feedback strike through only applies to items sold on Amazon and fulfilled through the Amazon fulfillment network (AFN). A merchant-fulfilled order on Amazon, even if submitted as a Multi-Channel Fulfillment order, is not eligible for customer feedback strike through.

If customers contact you regarding the packaging of the products they received in their order on Amazon.com, direct them to Your Account > Packaging Feedback. Customers can submit feedback for any order that has been placed within the last 60 days, including submitting ratings and a photo of their shipment.

Seller Support

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