Customer feedback for FBA Listings

Customers can leave feedback for sellers on orders that are fulfilled by Amazon just as they do for merchant-fulfilled orders. The Feedback Manager on the Performance tab lets you track customer satisfaction with your service. You can view short-term and long-term metrics as well as detailed feedback entries with customer comments and email addresses.

What happens when I receive a negative feedback on an AFN order?

When a customer leaves negative feedback that is related to delivery service provided by Amazon, you can request removal of the feedback. After reviewing the feedback, we might strike through the negative rating, and it will not reflect on your performance metrics. The customer’s comment will remain with a note from Amazon that states, “This item was fulfilled by Amazon, and we take responsibility for this fulfilment experience.”

However, if we find that any portion of the comment applies to the condition of your product as indicated on your listing (New, Used, etc.), or any service that you, instead of Amazon, provided or arranged to be provided to the customer, the feedback and negative rating will remain without edits.

Please note that our policies prohibit any activity that would interfere with our capacity to help other sellers, including submission of high volumes of incorrect or speculative requests to Selling Partner Support.