How to contact customers who have left a negative review on Amazon?

You can contact the customer for negative reviews only if you are a Brand Registered seller on Amazon. 

Reviews may take up to 48 hours to be displayed on the Customer Reviews page.

Reviews older than 90 days will not be displayed here.

Step 1

Go to Seller Central. Hover over the Brands tab and click on Customer Reviews.

Step 2

Find the negative review for which you want to contact the customer, and click on Contact Customer, as shown in the screenshot.

Step 3

You will have two options to contact the customer: providing refunds or contacting them for clarity on any product issues. We will go through both options with screenshots.

Option 1: Courtesy Refund 

If you want to provide a refund, click on the Courtesy Refund option. Amazon has a pre-written template that will be sent with your brand name. This template cannot be edited; simply click send, as shown in the screenshot.

Option 2: Customer Support

If you want to contact the customer to clarify any product issues, click on Customer Support. Similar to the refund option, Amazon provides a pre-written template with your brand name, which cannot be edited. Simply click send, as shown in the screenshot.

Step 4

After selecting and sending the relevant option, click on Send. You can see the reply from the customer in the Messages section of Seller Central.