Amazon says sellers can contact customers through the Customer Reviews tool when a customer leaves a rating of less than three stars. On the Customer Reviews tool page, Amazon says sellers can then offer a courtesy refund or request more information to help resolve the issue.
What threshold does Amazon use?
Amazon’s tool page specifically uses the “less than three stars” threshold.
That makes the tool narrower than a general review-response feature. Amazon is tying direct outreach to lower-rated customer experiences.
What options does Amazon say sellers have?
Amazon says on the same page that sellers can contact the customer to:
- offer a full courtesy refund
- request additional information to help resolve the product issue
Amazon presents that contact as a service and resolution channel rather than a chance to negotiate the review itself.
Do communication rules still apply after contact is opened?
Yes. Amazon’s Communication guidelines still apply to buyer contact.
So while Amazon allows outreach through the Customer Reviews tool, it still says sellers may not ask customers to remove a review, update a review, or post a positive review in response.