Customer Reviews

The Customer Reviews page on Amazon provides brands with a platform to monitor and manage customer reviews on their products. Here are some key details about the Customer Reviews page:

1. **Purpose:** The Customer Reviews page is designed to help brands keep track of new customer reviews on their products and offers a solution when the star rating falls below four. It allows brands to monitor customer feedback, identify and correct product or listing defects, and report any abuse or violations of review policies.

2. **Review Publication:** Reviews data is published on the Customer Reviews page within 48 hours of when the review is published on the product detail page. This data is retained for 90 days.

3. **Mark as Done:** Brands can use the "Mark as Done" option, represented by a tick box in the top left corner of the Customer Review dashboard, to mark a review as completed. This action removes the review from the default view. You can view reviews marked as done within the 30-day retention window by toggling the "include marked as done" filter.

4. **Reporting Review Abuse:** If you come across a review that doesn't conform to Amazon's customer review policies or guidelines, you can report abuse directly from the product detail page. Click "Show Review Details" on the Customer Reviews page to access the review, then click the "Report abuse" link. Amazon will remove any review that violates its policies, and it will also be removed from the Customer Reviews page.

5. **Access Issues:** If the Customer Reviews drop-down under the Brands tab is not showing up, the brand administrator should review user permissions and ensure that "View and Edit" permissions for Customer Reviews are available under the Advertising header. If the issue persists, you can submit a case from the Brand Registry Administrator account to request "Brand Representative" access for the primary or administrator.

6. **Contact Buyer Feature:** This feature allows brand owners to engage with customers directly via email in response to critical customer reviews (one to three-star reviews). It enables brands to offer remedies or solutions to customers.

7. **Eligibility:** To use the Contact Buyer feature and access Brand Customer Reviews, you must have a professional seller account and be a brand representative in the Amazon Brand Registry.

8. **Steps to Use Contact Buyer Feature:** You can navigate to Brand Customer Reviews under the Brands tab in Seller Central, filter reviews by star rating, brand, or time period, and then use the "Contact Buyer" option for critical reviews. You can choose to offer a courtesy refund or seek customer support based on the review.

9. **Customer Message:** Customers will receive brand messages in the Message Center in their Amazon accounts. Replies from customers will generate buyer-seller messages within Seller Central.

10. **FAQs:** The FAQs section provides answers to common questions, including criteria for replying to critical reviews and guidelines for brands to engage with customers.

It's important for brands to use this platform responsibly, adhering to Amazon's communication guidelines and policies to engage with customers effectively and maintain a positive brand image.