Sometimes, but only in the ways Amazon allows.
Amazon’s Customer Reviews page says eligible sellers can use Contact Customer when a customer leaves less than a three-star rating. Amazon describes that contact as a way to offer a courtesy refund or ask for more information to clarify product issues.
That does not mean sellers can pressure the customer.
What is allowed?
Amazon frames the contact around support and issue resolution.
That means the seller can try to understand what happened, provide customer service, or resolve an issue through Amazon’s workflow. The purpose should be customer support, not sentiment control.
What is risky?
Amazon’s FAQ says sellers must follow community and communication guidelines. It specifically warns against trying to influence customer ratings, feedback, and reviews, asking customers to remove negative reviews, or asking customers to post positive reviews.
That is the boundary brands and agencies need to care about.
The message should not say or imply:
- change your review
- remove your review
- leave a positive review
- contact us before posting something negative
- future benefits depend on your review
How should teams use this operationally?
Treat negative reviews as signal.
If the same issue appears repeatedly, the fix may belong in the product detail page, images, A+ Content, packaging, fulfillment, instructions, formulation, sizing, flavor expectations, or customer support flow.
The practical takeaway
Contacting a customer after a low review is not a review-recovery shortcut.
It is a support path with clear limits. The safe posture is to resolve the issue, learn from the pattern, and avoid anything that looks like review influence.