⚠️ Amazon has deprecated the Customer Reviews Contact Tool and we need to reverse it.

The Customer Reviews Contact Tool has been removed from Seller Central, and with it, sellers' only way to provide direct customer service after a negative review.

But we've been here before and we won.

In September 2025, Amazon attempted the same deprecation. Sellers and brands pushed back with real data and real feedback.
Amazon reversed the decision.
Claire O'Donnell, VP of Selling Partner Trust and Store Integrity, confirmed it directly:

"Thanks for reaching out. We've decided to continue supporting Brand Customer Reviews after receiving feedback from brands about the tool's value."

The proof is in Amazon's own actions

Super Ninja, one of the fastest-growing sellers in BENELUX, built a significant success story around compliant use of this tool.
Thanks to their impressive growth, Amazon invited Super Ninja to their BENELUX HQ to explain their ops, where they also explained the use of this tool to provide excellent customer service, solve negative experiences, and leverage direct-to-consumer contact while staying within Amazon.

One arm of Amazon is deprecating the tool, while another is inviting sellers to its own headquarters to share how they used it to build customer loyalty. That's not a policy position. That's internal misalignment. 

Here's what Super Ninja's compliant outreach looked like in practice, in a matter of months:

• 2,500+ customers contacted
• 1,500+ responded and received help
• 444 proactively updated or removed their review, without ever being asked to

No incentives. Real problems, real help, real outcomes.

The data behind it

The company Sellervate, which manages compliant review outreach at scale, has a database of 300,000+ customer conversations showing exactly how this tool is used by legitimate sellers.
The pattern is consistent: customers with solvable problems, sellers providing real resolutions, reviews changing organically because the experience improved.
No harassing, no review manipulation.

What we lost

30 to 40% of all negative reviews across 300+ audited seller accounts come from solvable customer service issues, not product failures:

• "Package came completely damaged" → FBA error (incompliant but Amazon won't remove), fixed with a simple replacement
• "Product stopped working" → replacement or refund, customer satisfied
• "Didn't know how to use it" → a quick walkthrough solves it
• "Wrong color/size/flavor" → send the right variant

Removing the tool doesn't remove these problems. It just removes the ability to fix them.

We Understand

We understand the concern and know non-compliant sellers exist.
Some have probably misused this tool to pressure customers or offer incentives for review changes, and that's a real problem worth addressing.

But the answer isn't to punish every seller for the actions of a few.
Stricter enforcement against bad actors, clearer guidelines, or usage monitoring would protect customers without cutting off the sellers who are doing this right.
The line between good and bad actors is visible. Draw it there.

Customers Lose More

This is not only a net loss for Sellers; all the customer's having a negative experience linked to Amazon, will now be abandoned and never experience excellent customer service from the brands themselves.

What we're asking

Reinstate the Customer Reviews Contact Tool, and implement targeted controls on misuse rather than removing access for everyone. Amazon listened in September 2025.

Sign this petition, share it with your network, and let's show them the data again.