Negative Review SOP

Created by Kim Santos, Modified on Fri, 28 Mar at 12:50 AM by Kim Santos

Purpose/Goal

This SOP focuses on ensuring that customers are refunded and contacted, particularly those who left negative reviews. This is to address concerns, enhance satisfaction, manage brand reputation, retain customers, shape public perception, and potentially request an update or removal of the negative review from the product page.

Resources Needed

Seller Central
Processing a Refund SOP Amazon Customer Refund SOP
CSR tracking template CSR TRACKING 2023

Knowledge Base

Attach Loom Video of SOP Being Done

[Video]

Overview of Steps

Use Amazon’s template for 1st reach out found in the customer’s review, Process a refund, 2nd Reach out re: proactive refund using our template

Step 1 - Click Help from your Seller Central Home Page. Hover over “brands” and click “customer reviews”.

Step 2 - Once you’re in the customer review dashboard, filter 1-3 star ratings.

Step 3 - Click “Contact customer”.

Step 4 -Choose the contact reason. [courtesy refund or customer support]. Click courtesy refund.

Step 5 - Make sure to tick the box to mark it as done.

Step 6 - Hit Send

Quality Control

Monitor customer responses and update CSR tracking for refunds/replacement/cause of negative review