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This article applies to selling in: United Kingdom

About Feedback Manager

Note: Customer contact information is only provided to sellers for the purpose of fulfilling an order. Any additional communications with buyers should be made via the Buyer-Seller Messaging Service. This ensures that email is filtered for spam and phishing attempts. We will also maintain a copy of all correspondence for the protection of our customers and sellers.

Feedback Manager provides buyer insights to your business. You can view short and long-term seller rating metrics, including detailed feedback entries.

The importance of feedback

Buyers can submit only one feedback comment per order. The link to leave feedback is on the main Amazon website, on the Order Details page in Your Account, and is available to buyers 3 days after the order has been confirmed. We also send a feedback reminder within 2 days of the maximum estimated delivery date of the order or within 22 days of the order being placed (whichever comes first) if a buyer has not already provided feedback.

We encourage you to resolve any situations by researching the root cause behind each negative rating, addressing the buyer’s concerns and making improvements to your processes and policies. For tips on soliciting and managing feedback, see Improve your feedback rating.

What ratings mean

To leave feedback, a buyer must rate you using a 5-star system:

  • Positive feedback: 5 or 4 stars
  • Neutral feedback: 3 stars
  • Negative feedback: 2 or 1 stars

Feedback percentages are rounded to the nearest whole number, therefore your totals might at times add up to 99% rather than 100%. For example, if a seller has 1001 positive, 15 neutral, and 4 negative ratings, for a total of 1020 ratings, the percentages will show as 98% (rounded off from .981), 1% (rounded off from .014), and 0% (rounded off from .003), for a total of 99%.

We calculate your feedback score using the following method:

SUM (positive feedback) / SUM (all feedback) for feedback left in the last 30 days, 90 days, 365 days and lifetime.

For example, suppose you have the following feedback scores:

Feedback 5 4 3 2 1
Ratings per feedback 55 35 5 3 2

  1. Total of all positive feedback = 90
  2. Total of all feedback (1 to 5) = 100
  3. Divide positive feedback by all feedback
  4. Feedback score = 90.0%

We aggregate your feedback into 30 days, 90 days, 365 days and lifetime time-range buckets. In time, your aggregated star rating and positive feedback percentage will change accordingly as your feedback rolls through each time-range bucket. If you think your feedback was incorrectly removed, check whether the feedback transferred into a different time-range bucket.

How ratings are displayed to customers

If you have more than 10 buyer feedbacks over the previous 12 months, customers will see your 12 month feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:

XX% positive over the past 12 months. (YYYY total ratings).

If you have less than 10 buyer feedbacks in the previous 12 months, or all of your feedbacks are in the past year, customers will see your lifetime feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:

XX% positive. (YYYY total ratings).

Understanding Feedback Manager

The Feedback Manager consists of two tables:

The Feedback Rating table displays your feedback rating for the past 12 months, as well as your percentages and corresponding actual feedback counts for 30 days, 90 days, 365 days and lifetime.

The Current Feedback table is ordered by the date when feedback was received and displays actual feedback with associated Order ID and rating.

You can see these responses by clicking on the Details link for the feedback that you want to view.

In View Current Feedback, you can take the following actions:

  • View feedback details.
  • Respond publicly to feedback.
  • Contact buyers.
  • Request removal of incorrect feedback (depending on certain cases).

Buyers have 90 days to leave feedback and 60 days to remove it. Amazon will only remove feedback when it meets the criteria specified in our policy.

Incorrect feedback

If a buyer makes a mistake when evaluating and submitting feedback, you cannot edit it, but the buyer can delete it.

For more information, see What can I do about incorrect negative feedback?

About Feedback Manager

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