Contact Customer - Now brand owners can address critical reviews

Drive brand loyalty and customer engagement by responding to customer reviews with three or less stars. Brand owners can contact customers who have left critical reviews on their products with courtesy refunds or provide support directly through the Customer Reviews feature in Seller Central. Customer Reviews is available to brand owners under Brands tab on Seller Central.

Only a primary account holder can access Customer Reviews. If you are a secondary account user, reach out to the primary account holder to request permissions though Settings > User Permissions > Manage Permissions > Advertising > Customer Reviews.


For a brand owner to qualify for the Contact Customer feature, they must have their brand(s) registered and associated to a Professional Seller Central account in good standing. The account will need to have the ‘Brand Representative’ role assigned from Brand Registry. The brand owner is also required to be the seller of record for the order associated with the review.


Step 1: Navigate to Customer Review

Navigate to Customer Review on the Brands dashboard.

Step 2: Filter

Brands can filter the customer reviews by Star rating (1-star or 5-star review), Brand (applicable only when the brand owner is a ‘Brand Representative’ for multiple brands) or Time Period using the filters on the left navigation bar.

Step 3: Contact Customer

If the brand owner is the seller of record on a transaction that resulted in a critical review, they will see the option Contact Customer on the top right of the critical review.

After clicking on Contact Customer, the brand owner will be presented with two options:

  1. Courtesy Refund: Offer full refund
  2. Customer Support: Check with customer for additional details on order

Step 4: Contact reason selection

If the brand owner selects Courtesy Refund, an automated email will be generated offering a full refund to the customer.

If the brand owner needs to gather additional information before they can help the customer, use contact reason Customer Support. An automated email will be generated seeking customer’s permission to be contacted via the Buyer-Seller messaging.

Click Send.

Note: Email templates cannot be customised or modified.

Step 5: Customer receives brand message

Customers will be able to view the message within the Message centre in the Your Account page. When a customer replies to the brand owner’s message, a buyer-seller message will be generated in Seller Central within the Messages page.

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