Amazon allows certain negative seller feedback to be removed or “struck through” when it violates policy or when Amazon is responsible for fulfillment issues, but most feedback must be handled through resolution and buyer outreach. This guide explains what can be removed, how to request removal correctly, and how to recover ratings without risking policy violations.
What Amazon will remove
Product reviews posted as seller feedback: If the comment is about the product’s quality, features, or performance, it belongs in product reviews, not seller feedback, and is removable upon request.
Inappropriate content: Feedback with profanity, slurs, or promotional/advertising content violates policy and can be removed.
FBA-related fulfillment issues: For FBA orders, Amazon typically strikes through feedback about shipping, delivery, or packaging and adds a note that Amazon was responsible for fulfillment.
What Amazon will not remove
Legit service issues for FBM: Late dispatch, wrong item, poor communication, and service complaints on FBM orders are generally not removable. The correct path is to resolve with the buyer and request a voluntary removal.
Legitimate buyer opinions: As long as feedback focuses on the buying experience and does not violate policy, Amazon will not remove it on request.
Deadlines and limits
Removal requests must be submitted within the allowable policy window; after the window, automated removal paths are blocked in the system. Always act promptly after a negative feedback posts.
Buyers can typically edit/remove their feedback within their allowed time window; effective outreach should happen quickly to maximize success.
How to request removal in Seller Central
Use Feedback Manager: Performance > Feedback, locate the order, click Actions > Request removal; Amazon auto-reviews against policy and FBA criteria.
Alternate path via Contact Us: Provide the Order ID and select Customer Feedback Removal; keep explanations concise and policy-based for faster decisions.
If auto-denied in error: Re-file with clearer policy references or open a support case, focusing on the specific policy condition (e.g., product review misposted as seller feedback).
FBA strike-through specifics
For FBA orders where the complaint is about shipping speed, package damage, or carrier handling, Amazon typically adds a strike-through and a note indicating Amazon’s responsibility, minimizing impact on metrics.
If the comment mixes product critique with FBA shipping issues, removal may be partial (strike-through) rather than full deletion.
Contacting the buyer (compliant)
Use Buyer-Seller Messaging from Feedback Manager (Contact Customer) to acknowledge the issue, resolve it quickly, and allow the buyer to decide whether to remove or update their feedback. No incentives are permitted.
Do: Apologize, fix the problem, and provide clear next steps. Don’t: Ask for removal in exchange for compensation, discounts, or gifts.
Outreach templates
First response (service-focused): “Thanks for sharing this feedback. Sorry for the inconvenience with order [Order ID]. A replacement/refund has been issued. If anything else is needed, reply here so it can be made right.” This frames resolution without requesting removal.
Follow-up after resolution: “Confirming the issue for [Order ID] has been resolved. Service quality matters greatly, and further assistance is available anytime.” This keeps within policy while encouraging voluntary edits.
Disputing product-review-in-feedback
Spot product-focus cues: “didn’t like color/fit/performance,” “broke after a week,” or comparisons to competitor products. These are product reviews, not seller feedback.
File removal: In Feedback Manager, choose Request removal and state that the comment evaluates the product, not the buying experience, which violates feedback policy.
Escalation checklist
Validate eligibility: Confirm FBA order or clear policy violation (product review, profanity, promotion).
Submit concise rationale: Cite the exact reason (e.g., “Product review posted in seller feedback”). Avoid long narratives that can slow review.
Reopen if incorrect: If initially denied, re-file with specific policy framing or open a case referencing the criteria.
Preventive best practices
Speed and accuracy: On-time shipping, accurate listings, and responsive messaging reduce future negative feedback volume.
Rapid remediation: Resolve any negative feedback within hours; quick fixes correlate with higher voluntary removals.
Monitor regularly: Use Feedback Manager or third-party tools to alert on new negatives and automate compliant workflows.
FBM vs. FBA expectations
FBM: Most service-related negatives will stand; focus on resolution and buyer-led edits.
FBA: Expect strike-throughs for fulfillment complaints; still reply publicly to demonstrate service commitment.
Public replies
When removal isn’t possible, post a brief public reply showing action taken (refund/replacement) and a support path. This signals reliability to future shoppers.
Quick step-by-step
Identify violation or FBA responsibility.
Request removal in Feedback Manager or via Contact Us, citing the exact policy reason.
If not removable, resolve via Buyer-Seller Messaging and let the buyer decide to update. No incentives.
Add a public reply if it must remain to show proactive service.
Need a done-for-you process? A managed playbook can triage feedback, file policy-based removals, trigger resolution workflows, and protect account health KPIs across FBA and FBM.