Negative reviews are, unfortunately, the ones that most users attach the most importance to. This is something that companies know and, as a result, they are constantly looking for measures to mitigate the impact that a bad review about a product or service can have. And this is complicated, because we already know that people are more likely to leave a review when they didn’t like something than when the experience was satisfactory, thus distorting the perception that someone who only reads negative reviews may have.

Some time ago we heard about a method, used by some companies, to improve the valuation of their products for sale on Amazon, which basically consisted of offering a financial reward to those who had purchased their products in exchange for posting a positive review. This, needless to say, is not allowed by the rules of Amazon, which after detecting these practices removed the stores of companies that were acting in this way.

And at that point I must admit that I was sadly surprised because, among the companies involved, was Aukey. And yes, it is true that in the first instance I bought some of their products because of the positive comments, as well as the huge lack of negative reviews. However, I subsequently made other purchases, based on my own experience, which has always been very positive. I can’t help but wonder what need they had to buy positive reviews.

Now that it has become clear that Amazon does not tolerate these techniques, some companies that use Amazon as an online platform to sell their products have opted for a different approach: going after negative reviews and trying to get their authors to remove them. But how can they do this? One of Amazon’s customer protection measures is that companies that sell their products through the platform can’t access the customer’s email address, and obviously can’t use the messaging service.

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Reembolsos a cambio de eliminar reseñas negativas

Well, today we have learned from The Wall Street Journal that there are companies that manage to get the emails of customers who have made negative reviews de their products and, even, some companies that are dedicated exclusively to this, to track negative reviews to find out the email address of their authors. In this way, the company that has received the review can contact the person who has issued it.

The article cites the case of Katherine Scott, who bought a bottle of oil with a spray dispenser. The product did not match what was advertised and, as a result, Scott posted a negative review. To her surprise, a week later she received an email from the company’s customer service department offering her a $20 refund (about double the purchase price) if she deleted the review, which she did not do.

Amazon’s rules don’t allow this type of action by sellers either, and in fact, it’s one of the reasons why they don’t allow sellers to access their customers’ email addresses. And if false positive reviews completely distort the usefulness of the ratings, the persecution and attempted deletion of negative reviews also has a rather deplorable effect on the reliability that, to this day, we continue to grant to the feedback of other users.