When I first started blogging, back in September 2011, there were almost no restrictions to reviewing on Amazon. Someone could create a buyer account on Amazon, buy something, and 24 hours later they could review any product on any Amazon site.
Yes, any product. On any site. Amazon has never placed any restriction on who can review what. You don’t have to have purchased the product on Amazon to review that product—which is good news for book bloggers. Bloggers often receive free copies from authors or publishers, from book tour companies, from reviewing sites such as NetGalley, or from sources such as the library.
Amazon allow customers to review whether or not they have experienced the product (i.e. read the book). However, Amazon also recognise that potential customers place more trust in reviews where the reviewer has experienced the product. Amazon acknowledged this by introducing the Amazon Verified Purchase badge, and AVP reviews are now shown ahead of non-AVP reviews.
But as Amazon gained a reputation as the powerhouse of online shopping, sellers attempted to game the reviewing system by posting fake reviews. Amazon responded by tightening and clarifying the reviewing guidelines—an ongoing process.
In this post, I’m going to highlight some of the background to these changes.
Spoiler: Amazon isn’t out to get honest authors. Only the dishonest ones.
Friends and Family Reviews
Amazon’s fake review problem first came to my attention several years ago. Savvy reviewers noticed an oddity: a self-published book from an unknown author had somehow managed to garner over 350 five-star reviews. It also had a handful of one-star reviews. The five-star reviews were all from new accounts that had only reviewed this one book. The reviews were all short, and expressed similar sentiments: the book was amazing. A must-read thriller.
The one-star reviews told a different story: this was a novel in dire need of editing. They questioned the authenticity of the five-star reviews.
Amazon investigated, and the five-star reviews disappeared.
Amazon tightened their reviewing guidelines to prohibit “promotional” reviews (including reviews from friends and family). A lot of authors have lost reviews in this way, as Amazon has (rightly or wrongly) tied them to a reviewer through common IP addresses or gifted books. There is a concern that Amazon may monitor social media relationships e.g. Facebook friends, although this is merely supposition. Amazon says they do not monitor social media.
The investigation was expanded across the store, and Amazon deleted many reviews. They also introduced a new requirement to the US Amazon Reviewing Guidelines, and clarified their definition of promotional content.
Customers now had to make a minimum purchase of $5 before they could review. But this didn’t stop the fake reviews.
As well as deleting reviews, Amazon began prohibiting reviewers from posting reviews if they believed there was a relationship between the reviewer and the seller. For example, in mid-2017, Amazon Australia refused to allow one of my reviews to post because they had determined I knew the (Australian) author. I did, although I don’t believe that affected my review and I had disclosed I’d received a free book from the author. Ironically, Amazon US posted my review of the same title with no question.
Now deceitful sellers looking for fake reviews had to become world-class hackers in order to deceive the hacker hunters at Amazon. Fortunately (or unfortunately), there was an almost endless supply of ethically challenged “reviewers” who would post a fake review in exchange for a buck or five … which was against Amazon’s guidelines. Websites with convenient names like “Buy Amazon Reviews” sprang up to connect the two groups.
Creative sellers could write their own reviews for the company to post on “genuine” accounts, and for a small premium some reviewers would offer to buy the ebook so the review would carry the AVP tag. I guess they forgot that Amazon can and do track our Kindle reading habits, so it wouldn’t have been difficult for them to tell that the writers of these glowing five-star AVP reviews hadn’t even opened the ebook in question.
Amazon soon caught on, and filed suit against the websites in question.
This was followed by additional lawsuits against Fiverr reviewers offering a similar “service”.
Then came the coupon clubs. Sellers would offer product discount coupons to Amazon Prime members, offering them products at a 99% or 100% discounts. Facebook groups sprang up, connecting people who were happy to receive free products through Amazon (with the shipping paid by Amazon through Prime) in exchange for a five-star review. This left Amazon paying to ship hundreds of dollars of free product to customers who didn’t spend any money at Amazon except for their Prime membership.
Amazon started deleting reviews, and reviewers appeared in the Amazon Discussion Forums.They complained their reviews had disappeared, and that was awful because now they weren’t going to get any more free products (it was apparently a condition of membership to the coupon clubs that reviewers had to post a five-star review within a narrow timeframe to get more products, despite this being against Amazon’s Reviewing Guidelines).
Other reviewers investigated, and called out the coupon club reviewers for their bad behaviour—for knowingly or unknowingly breaking Amazon’s Reviewing Guidelines by posting multiple reviews for products without adequately testing those products. The discussions are gone now, but the ones I remember reading showed wilful ignorance from the coupon club reviewers. They refused to believe what they were doing was in any way misleading or unethical, or that it contravened Amazon’s guidelines.
Amazon Increases the Purchase Requirement
Amazon responded by introducing a $50 purchase requirement.
Initially, the increased purchase requirement only applied at Amazon US. In late 2017, I noticed Amazon had introduced a $50 purchase requirement in in Australia and Canada, and a GBP 40 purchase requirement in the UK. But it appeared that if you were eligible to review on Amazon US (as I am), you were eligible to review on any other Amazon site. The reverse may also have been true.
I have personally purchased dead tree books from Amazon US and UK, and ebooks from Amazon US and Australia (one of the quirks of living in New Zealand is that I must purchase physical products from the US store, but can choose to purchase Kindle books from the US or Australia).
I’ve been actively reviewing since 2011, and have always posted my reviews on Amazon US and UK. When Amazon introduced the Australian store, I started adding my reviews there as well. Anyway, despite the increase in the purchase requirement, I was still able to post reviews at all three Amazon sites. I then tried posting a review at Amazon Canada, a store where I have never spent as much as a cent. My review was accepted. This showed me the $50 purchase requirement was at a single store.
This has now changed:
- The purchase requirement is now per year, not a once-for-all-time.
- The purchases must be made at the store in question.
The requirements differ by geography:
- Amazon US says reviewers must have spent $50 in the last year at Amazon.com.
- Amazon Canada says reviewers must have spent $50 at Amazon.ca within the last twelve months.
- Amazon UK says reviewers must have spent GBP 40 at Amazon.co.uk within the last twelve months.
- Amazon Australia says reviewers have spent $50 at Amazon.com.au, but there is no timeframe mentioned. Yet.
I tested this. My results:
- I was unable to post a review at Amazon Canada (no purchases ever).
- I was unable to post a review at Amazon Australia (lifetime purchases: <$20). I am still in the Top 100 Reviewers at Amazon Australia.
- I was able to post at Amazon UK (no purchases in the last ten years).
- I was able to post at Amazon US (purchases: >$50 in the last year).
I suspect Amazon UK will catch up with me soon, and veto further reviews. However, the UK site displays the top three or top five reviews from Amazon.com, so some of my reviews will continue to show on the UK site, even though they were posted at the US site.
I don’t know what is behind this latest change. It could be that sites like Buy Amazon Reviews sprang up offshore to sell fake reviews from non-US reviewers who had spent the equivalent of $50 in their home store. Non-US sites are harder for Amazon to track and sue. The easy solution is to only allow US customers to review in the US store.
Update: Amazon Limits non-AVP Reviews
The latest news is that Amazon is limiting the number of non-Amazon Verified Purchase reviews on books. This may extend to other products. There is a view that Amazon Verified Reviews are somehow more reliable than non-AVP reviews. The default is to show AVP reviews, and many Amazon users won’t even know they can adjust their filter to show all reviews. From Amazon’s perspective, it makes sense to attempt to control the ratio of AVP to non-AVP reviews if:
- They believe their customers place more trust in AVP reviews, or
- They suspect some non-AVP reviews are flouting their Reviewing Guidelines and are actually Promotional Content.
Amazon also say:
We may restrict the ability to submit a review when we detect unusual reviewing behavior, or to maintain the best possible shopping experience.
My feeling is this may be a result of two separate issues:
- The growing number of authors with significant and active street teams, all trying to post reviews on or close to release day. If this is the case, I’d suggest authors ask their street teams to stagger their reviews (e.g. by batching the email reminders so different people receive the reminder on different days).
- Coupon clubs and other ethically challenged sellers are still giving away free products in exchange for reviews (probably five-star reviews).
Either way, we can only hope it will eliminate some of the fake reviews (and sellers) without hurting genuine reviewers (and authors).
I know authors find it hard to get reviews. I know authors find it frustrating when they lose reviews, or when reviewers can’t post for whatever reason. Often, it’s the honest sellers, honest authors, and honest reviewers who miss out.
But I also know Amazon customers need to be able to trust the Amazon review system
Amazon want that as well. Without trustworthy reviews, Amazon is just another online retailer.
Years of observation has shown me that every rule Amazon have introduced, every review they have deleted, has been an attempt (successful or otherwise) to protect their review system.
Amazon could get harsher. They could only allow people to have purchased a product from Amazon to review that product on Amazon. Many other retailers do. They could correlate our Kindle pages read with the books we are permitted to review. After all, they already collect that information.
We don’t want that. So we need to be ethical customers, sellers, and reviewers. And we need to encourage others to be the same. Anything else hurts us all.
This post is the background to a series I’m planning for later in the year. What questions do you have about reviews that you’d like me to address? Let me know in the comments.
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