Amazon Feedback Removal: The Reasons Amazon Accepts, How to Request It and What to Do When It Is Refused
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Amazon removes seller feedback for four reasons: it contains obscene language, it contains personal information, it is actually a product review misplaced as feedback, or it is fulfilment or customer-service feedback on an order Amazon itself fulfilled through FBA. It will not remove feedback just because it is unfair or the buyer was wrong. Two routes exist: request removal through Amazon, or resolve the issue with the buyer, who can remove it themselves. Buyers have 90 days to leave feedback; once posted, feedback can only be removed within 60 days.
Seller feedback vs product review: check which one you have
Seller feedback rates your performance, shipping, condition on arrival, customer service, and lives on your seller profile. A product review rates the item itself and lives on the listing page. The two get mixed up often enough that checking which one you are dealing with is worth doing first, since the removal rules and routes are different for each. Our guide to Amazon negative reviews covers the product-review case.
The reasons Amazon will remove seller feedback
Obscene language or content.
Personally identifiable information about the buyer or a third party.
The entire comment is actually a product review rather than feedback on your service.
The entire comment is about fulfilment or customer service on an order Amazon itself fulfilled (FBA). Amazon strikes through this feedback and adds a note taking responsibility for the fulfilment experience.
What Amazon will not remove: feedback that is simply negative, unfair-feeling, or based on a buyer's mistaken understanding. A legitimate complaint about your service, however unwelcome, stays.
The "entire comment" wording matters. A misfiled product review is only eligible if the buyer did not also rate your service negatively on the yes-or-no questions (arrived on time, item as described, customer service). Feedback that mixes a product complaint with a service complaint is not eligible on the product-review ground, and only the qualifying portion of any mixed comment is actionable.
Neutral (three-star) feedback that meets one of the four reasons can be requested for removal in the same way; it counts against your rating just as negative feedback does.
How to request removal in Seller Central
Open Seller Central and start a new support case.
Go to Account Settings, then Orders, then Customer Feedback problems.
State which specific reason applies (product review misfiled as feedback, personal information, obscene content, or FBA fulfilment feedback), quote the comment, and reference the order number.
Keep the message concise and specific. A request that cites the exact reason and quotes the comment moves faster than a general complaint.
Track the outcome. If successful, the feedback is removed and no longer counts against your rating.
A request that works reads like this: "I've received feedback from [buyer name] on order [order number] that is about the product rather than my service as a seller: [quote the comment]. Under Amazon's feedback guidelines this belongs in product reviews. Please remove it from my feedback profile."
The window: buyers have 90 days from their purchase date to leave feedback. Once feedback is posted, it can be removed, by Amazon or by the buyer, within 60 days of the post date. After that window, feedback is permanent regardless of the reason.
Asking the buyer to remove feedback
You may reach out to a buyer to resolve the underlying issue and, separately, let them know they are able to remove their own feedback if they choose to. What you may not do: offer a refund, discount, or anything else in exchange for removal, or connect the resolution to the feedback in a way that reads as a trade. Fix the problem first, on its own terms. Feedback manipulation, pressure and quid-pro-quo arrangements are all policy violations that can end in suspension. Every message has to stay inside the Amazon Communication Guidelines.
Following up after resolving the issue
Hi [name], thanks for your patience while we sorted out [issue]. I hope that resolved things to your satisfaction. If there's anything else you need, just let us know.
Why it stays inside policy: resolves the issue on its own terms, no mention of the feedback or a request tied to it.
Neutral note on how to update feedback (send only if the buyer asks how)
Since you asked, if you'd like to update your feedback, you can do so from your Amazon orders page within 60 days of when it was posted. No pressure either way; we're just glad we could help.
Why it stays inside policy: provided only in response to the buyer's own question, explicitly optional, no incentive.
When removal is refused
If Amazon declines the removal request and the feedback does not clearly qualify, a public reply is the next option: factual, professional, no argument with the buyer's account of events. State what happened and what you have done or will do.
Fix whatever caused the complaint so it does not recur, and keep earning compliant feedback on new orders. A handful of negative feedback matters far less against a healthy, growing base than in isolation. Three habits prevent most of it: accurate descriptions and photos, on-time dispatch and prompt replies, and rounding an item's condition down rather than up when you list it. Our guide to Amazon seller feedback covers how the rating works and how to request feedback inside policy.
Negative feedback on eBay: the removal rules there
eBay's removal path runs primarily through Feedback Revision: a seller can send the buyer a Feedback Revision request, which the buyer can accept or decline, changing the rating and comment if they agree.
eBay will also remove feedback outright in narrower cases: content that violates eBay policy (profanity, personal information, feedback left as retaliation after a seller made a report, or feedback proven to be extortion, an explicit demand tied to a threat of negative feedback). Our eBay helpdesk software page covers running eBay feedback beside Amazon in one inbox.
Catching negative feedback early from the support inbox
An alert on new negative feedback arriving as a ticket, with the order and the buyer's message history already attached, means whoever handles it is not starting from a bare comment. The removal request, if one qualifies, and any buyer message happen from the same screen, with the reasoning logged for reference if a dispute needs revisiting later. eDesk's Amazon feedback software does this beside buyer messages; our Amazon helpdesk software page has the full setup across marketplaces.
Frequently asked questions
Can negative seller feedback be removed on Amazon?
For a defined set of reasons: obscene content, personal information, a misfiled product review, or FBA fulfilment feedback. A tool like eDesk can flag qualifying feedback and route the removal request from the same screen as the reply.
How long do I have to request feedback removal?
Feedback can be removed, by Amazon or the buyer, within 60 days of when it was posted. Buyers separately have 90 days from purchase to leave feedback in the first place.
Can I ask a buyer to remove their feedback?
You can resolve the issue and let them know removal is available if they choose it, but you can never offer anything in exchange or connect a refund to the removal.
Why did Amazon refuse my feedback removal request?
Usually because the feedback, however unwelcome, is a legitimate account of the buyer's experience rather than a guideline violation, or because a misfiled product review also included a negative service rating. Amazon does not remove feedback just for being negative or feeling unfair.
Can I remove negative feedback on eBay?
Through a Feedback Revision request the buyer can accept, or in narrower cases where the content itself violates eBay's policy. See eBay's current seller help for specifics.
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