Amazon updated its Customer Reviews tool! Brand-registered Amazon sellers can now send direct messages to customers who left a 1-3 star review.
It is under the BRANDS > CUSTOMER REVIEWS tab in Seller Central:
If you do not have access to this feature, you have not been identified as a brand owner. Visit the Brand Benefit Eligibility page to identify as brand owner and gain access to Customer Reviews and your other brand-exclusive benefits.
Sellers can reply to any product review with a rating of 3 and below:
You can contact the buyer only when you are the seller for that order. If you’re not, you’ll see a message like this:
The message that you are able to send to the unhappy customer is a templated email that cannot be edited and can only be sent to the customer as-is. Example:
You are also able to send an email about issuing the buyer a refund or replacement. This email is also an email template that can’t be changed.
Here is the official announcement from Amazon:
