Unsure of what you should say? Follow this quick and easy flow chart made with Gliffy to help you remove negative feedback. Having a high seller feedback rating is a critical part of being a successful Amazon seller. At the same time, negative feedback is by no means final on Amazon.
The key is to not let negative feedback get you down when selling on Amazon. Take a deep breath and address feedback problems when they arise to improve your service, and your appeal, for future customers. With these goals in mind, sellers will have no trouble thriving in the Amazon marketplace. All rights reserved. Use of this site is subject to express terms of use. By using this site, you signify that you agree to be bound by these Terms of Service.
How to Remove Negative Feedback on Amazon. Michael Ugino is the co-founder of Sellbrite. A former IR merchant and Fortune product marketer, Michael now helps small to medium sized brands and retailers build a successful online marketplace strategy.
He'd be delighted for you to connect with him on LinkedIn. Multi-channel Operations amazon , customer email , fba , feedback , negative feedback , reviews , seller feedback. Customers may be influenced by your seller feedback, and Amazon also takes your seller feedback score into account in a number of different ways…. Seller Feedback can either persuade or dissuade potential customers from purchasing for you, especially when you have a lot of competitors.
Your rating is displayed prominently when customers compare alternative sellers to the Buy Box winner. Either your 12 month or lifetime seller rating will be used to give prospective customers an idea of your customer service reputation, depending on where they look. Seller feedback affects a seller's ability to win the coveted Amazon Buy Box.
More specifically, seller feedback is a key component of your Order Defect Rate which is calculated based on how much negative feedback you get.
With all other things being equal, a seller with a solid reputation for providing a great customer experience will win the Buy Box more often than one with a history of disappointing Amazon customers. In certain cases, Amazon will even penalize sellers whose Order Defect Rate gets too high with suspensions or an outright ban. Learn more about common mistakes that lead to account suspension here. First and foremost, to collect more feedback from your customers you can simply ask.
Many sellers who have trouble generating reviews and feedback neglect to do this. Your request must not violate these guidelines Amazon shoppers have grown accustomed to free, two-day shipping, and late arrivals are a big source of negative feedback.
Providing your product on time should be non-negotiable, and providing your product early is even better. Early arrivals can delight buyers and result in favorable ratings. Expediting internal order processing and upgrading customer shipment methods can be great ways to improve your feedback. Running out of stock results in negative feedback. Proactive inventory management is key in building a healthy feedback score. Keep your inventory available and accurately listed. Using FBA can improve your processes.
Read more about how to forecast inventory for Amazon. If you provide easy returns, customers will appreciate your customer service leading to more positive comments. Amazon encourages sellers to "rigorously" review their return policies along with providing full product refunds for a standard day period. Read more on how to track and reduce your return rate. When a product fails to meet or exceed the expectations set in your product listing, the customer is left disappointed and the seller is to blame.
Be honest and transparent in your descriptions and provide accurate information that you believe will help your buyer gain a better understanding of your product. Be especially careful to add detail and manage expectations with private label and bundled items. Sometimes, negative feedback is given even when it is undeserved. However, in some cases, you can get undeserved negative feedback removed by Amazon.
Your first step should be to talk to Amazon. Additionally, if a customer leaves a negative product review instead of seller feedback, you can ask Amazon to remove it, since the customer posted in the wrong category. In certain cases, Amazon will even penalize sellers whose Order Defect Rate gets too high with suspensions or an outright ban.
Amazon uses buyer feedback to produce a number of seller metrics , including your Negative Feedback Rate. This, combined with your average feedback rating, gives a clear picture of your performance. If it looks like things are starting to slip, you might need to get proactive about bringing in more positive feedback.
To ensure your Seller Rating accurately reflects your business, you need to accentuate the positive feedback coming in, and keep the negative feedback to a bare minimum. Good customer service and great products will attract a certain number of positive ratings, but it never hurts to encourage things. Here are a few ways to try to convince people to have their say:. In some cases, you could be able to get it removed.
Your first port of call should be to talk to Amazon. Well, if a customer leaves a negative product review instead of seller feedback, you can ask Amazon to remove it, since the customer posted in the wrong category.
Of course, if they leave you an amazing review in the wrong category, feel free to leave it where it is. Before, sellers could contact the buyer to ask them to remove or reconsider negative feedback if it was unfair or unwarranted.
So yes, Amazon wants you to proactively solicit feedback from customers, but you need to be aware of their best practice guidelines for doing so. Breaking the rules can result in penalties, compliance can net you enormous goodwill from customers and from Amazon themselves.
Offering payment, discounts, freebies, or any other perks to encourage people to leave positive feedback or remove negative feedback is a big no-no.
You should only ask for feedback once per order.
0コメント