亚马逊可以移除买家反馈吗？

一般而言，即使反馈毫无根据或问题已经解决，亚马逊也不会移除买家反馈。

但是，在某些情况下，亚马逊将移除买家反馈。在这些情况下，如果您的请求获得批准，那么此类反馈对您的反馈评级以及订单缺陷率 (ODR) 所产生的影响将被消除。以下是亚马逊移除反馈或删除反馈的情况：

移除反馈

亚马逊仅在以下情况下移除反馈：

• 反馈中包含通常被视为淫秽或亵渎性的用语。

• 反馈中包含卖家的个人身份信息，包括电子邮件地址、全名或电话号码。

• 整条反馈评论是商品评论。例如：“Acme Super-Widget 没有 Acme Ultra Widget 那么清晰、快速。”

但是，如果评论同时包含商品评论和有关您服务的反馈，我们不会移除此反馈。卖家的配送服务非常慢，Acme Super-Widget 没有 Acme Ultra Widget 那么清晰、快速。

删除反馈

在下列情况下，亚马逊将删除反馈：

• 【此订单由亚马逊配送】： 整条评论与亚马逊配送 (FBA) 订单的配送体验相关。除了删除反馈外，页面还将显示以下声明： 此商品由亚马逊配送，因此亚马逊将对此次配送体验负责。

• 【订单使用“购买配送”服务配送】： 整条评论都是关于您使用购买配送服务按时配送的订单的延迟配送或未收到货。除了删除外，还会显示以下声明：“与此订单相关的配送问题不是由卖家造成的”。

请参阅亚马逊物流商品的买家反馈，了解更多信息。

注意： 如果您收到的反馈符合上述条件，可以使用反馈管理器请求移除。请求移除反馈中概述了请求移除反馈的步骤。您可以使用“反馈管理器”回复买家的反馈来解决他们的问题。有关回复反馈的更多指导，请参阅发布公开回复。

重要： 您只能通过反馈管理器请求移除反馈。通过“联系我们”或任何其他方式请求移除反馈联系我们的支持团队（而不是通过“反馈管理器”），可能会导致账户被停用。移除请求必须在买家留下反馈后 90 天内提交。90 天后，系统会阻止移除反馈。

有关如何使用“反馈管理器”的更多信息，请参阅使用哪些工具来管理卖家反馈？

 亚马逊官网原文详情：

Can Amazon remove buyer feedback?

As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved.

However, there are some situations when Amazon will remove or strike-through buyer feedback. In such situations, if your request is granted, the impact of the feedback will be removed from your feedback rating and Order Defect Rate (ODR). Following are the scenarios when Amazon will either remove or strike-through feedback:

Removal of feedback

Amazon will remove feedback only in the following cases:

• The feedback includes words commonly understood to be obscene or profane.

• The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.

• The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”

However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”

Striking of feedback

Amazon might strike-through feedback in the following cases:

• The order was fulfilled by Amazon: The entire comment relates explicitly to delivery experience for an order fulfilled by Amazon (FBA). In addition to the strike-through, the following statement will appear: This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience.

• The order was shipped using the Buy Shipping service: The entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services. In addition to the strike-through, this statement will appear, "The fulfillment issues associated with this order were not due to the seller".

Refer to Buyer Feedback for FBA listings for additional information.

Note: If the feedback you have received meets the above criteria, you can request for removal using Feedback Manager. The steps to request for removal of feedback are outlined in Request removal of a feedback. You can address buyers’ issues by replying to their feedback, using Feedback Manager. For further guidance on replying to their feedback, refer to Post a public reply.

Important: You can request for feedback removal only via Feedback Manager. Contacting our Support teams through ‘Contact Us’, or any other methods to request for feedback removal, other than the Feedback Manager, may lead to account deactivation. Removal requests must be made within 90 days of the feedback submission. The system prevents feedback removal after 90 days.

For additional information on how to use Feedback Manager, refer to Which tools are used to manage seller feedback?

 文章来源：亚马逊官方网站