A goodwill deletion is a practice where Amazon agrees to wipe off any feedback, product reviews, or any other content from a particular seller's account. Read on to learn what is a goodwill deletion and when Amazon provides them, as well as how sellers can apply for them.
What is often wiped out in a goodwill deletion?
Amazon may agree to delete different types of content through a goodwill deletion, including:
- This can include negative reviews of a certain product from the buyers.
- Negative seller feedback
- A-to-Z guarantee claims
Fundamentally, a goodwill deletion eliminates posts that are capable of causing harm to a seller’s account standing or selling capabilities. It all just gets wiped and does not influence some things like the feedback score of the seller or the Order Defect Rate.
A Summary of When Will Amazon Grant a Goodwill Deletion?
I have noticed that Amazon limits the removal of goodwill only in rare cases. Situations, where Amazon may grant a deletion, include:
- This happens when a reviewer makes a mistake or does not understand something and, as a result, leaves negative comments.
- The buyer concurrently had an A-to-Z claim involuntarily or for some external motive.
- Some situations that result in negative reviews are, for example when the item is damaged during delivery by a carrier
In other words, Amazon will remove content from a product only if they were not at fault or were in violation of Amazon or other policies. If the seller was in a position to avoid a certain problem, Amazon would not accept a request to delete it.
Ways Sellers Can Demand for the Cancellation of Goodwill Deductions
When a seller thinks that some unfair or inaccurate content requires its removal based on the goodwill deletion policy, the seller must contact Amazon through Seller Central. Specifically, sellers should:
1. Navigate to the “Contact Us” tab on the Seller Central website.
2. Go to the Customer Service tab and click on “I have an issue with a buyer” to get options such as “A-to-z Guarantee” or “Product Reviews.”
3. Select the order, review, or claim you want to read.
4. Write a brief description of what happened from the seller’s side and why, in their opinion, the content is unfair or inaccurate.
5. Polite enough to ask Amazon to remove the feedback, review, etc., as it will be done one time for the sake of being generous.
Amazon approves these requests by a human review thus a well-structured explanation noting the special situations is important to get through. Of course, even the best case is not guaranteed as approval lies in Amazon’s discretion provided the policies at the time of applying.
Key Points: Goodwill Impairments
This is because although sellers can request goodwill deletions of unfair negative content on the site, approvals are limited. These are some of the things that are done only when there is an utterly compelling or unavoidable situation that the seller could not reasonably avoid. Still, accurate representation of these rare situations in compliance with the manners that the online platform requires leaves sellers with the highest possible chance to remove dangerous content from their Amazon profile.
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