Turning Frowns Upside Down: A Seller's Guide to Handling Customer Feedback
Hey there, Amazon sellers! Ready to become a feedback-handling expert? Let's dive into some creative tips to help you navigate the sometimes choppy waters of customer feedback.
1. The Feedback Tango: Two Steps Forward, No Steps Back
- Reach out to unhappy customers with the grace of a ballroom dancer
- Resolve issues faster than you can say “Prime shipping”
- Remember: No pressure, no bribes – keep it classy!
2. The Goldilocks Approach to Feedback Resolution
- Not too hot (pushy), not too cold (indifferent)
- Just right: “We've addressed your concerns. Feel free to update your feedback if you're satisfied!”
3. The Feedback Time Machine (60-Day Edition)
- Remind buyers they have a 60-day window to modify feedback
- But remember, you can't go back in time yourself – no editing allowed!
4. The Response Artiste: Crafting Your Masterpiece
- When buyers won't budge, paint your side of the story
- Keep it short, sweet, and more professional than a LinkedIn profile
5. The One-Shot Wonder: Make Your Response Count
- You've got one chance to respond – make it count like a limited edition product
- Can't edit, but you can delete and start over (just once, though!)
6. The Feedback Vanishing Act
- If a buyer modifies their feedback, your response pulls a Houdini
- But fear not! You get a fresh chance to respond.
Remember, handling feedback is like being a DJ – it's all about striking the right tone and keeping your audience (other potential buyers) engaged. Stay positive, be proactive, and watch those stars shine!
We are planning to host an Ask Amazon event soon for this topic, stay tuned!
Angie 🦋
Turning Frowns Upside Down: A Seller's Guide to Handling Customer Feedback
Hey there, Amazon sellers! Ready to become a feedback-handling expert? Let's dive into some creative tips to help you navigate the sometimes choppy waters of customer feedback.
1. The Feedback Tango: Two Steps Forward, No Steps Back
- Reach out to unhappy customers with the grace of a ballroom dancer
- Resolve issues faster than you can say “Prime shipping”
- Remember: No pressure, no bribes – keep it classy!
2. The Goldilocks Approach to Feedback Resolution
- Not too hot (pushy), not too cold (indifferent)
- Just right: “We've addressed your concerns. Feel free to update your feedback if you're satisfied!”
3. The Feedback Time Machine (60-Day Edition)
- Remind buyers they have a 60-day window to modify feedback
- But remember, you can't go back in time yourself – no editing allowed!
4. The Response Artiste: Crafting Your Masterpiece
- When buyers won't budge, paint your side of the story
- Keep it short, sweet, and more professional than a LinkedIn profile
5. The One-Shot Wonder: Make Your Response Count
- You've got one chance to respond – make it count like a limited edition product
- Can't edit, but you can delete and start over (just once, though!)
6. The Feedback Vanishing Act
- If a buyer modifies their feedback, your response pulls a Houdini
- But fear not! You get a fresh chance to respond.
Remember, handling feedback is like being a DJ – it's all about striking the right tone and keeping your audience (other potential buyers) engaged. Stay positive, be proactive, and watch those stars shine!
We are planning to host an Ask Amazon event soon for this topic, stay tuned!
Angie 🦋
77 replies
Seller_FePQgh6dVuXUk
Please ban me from these forums before I say something I'll regret. This is total rubbish.
Seller_abTsmQFPZV3Uc
This is a most frustrating post - I almost feel gaslit.
The feedback system is not fit for purpose.
I have raised cases where the feedback is clearly a product review and cannot get it removed even though it violates your feedback rules.
I have raised cases where they are leaving negative feedback on AMAZON POLICY - again - nothing to do with sellers
I have raised cases where they are using the feedback system to ask a question ???
Until the automated responses are taken out of seller support when cases are raised, this is never going to work.
I am neither a professional dancer, a fairytale character, Dr Who, Da Vinci, Baha Men or Houdini - just a frustrated Amazon seller.
Seller_sZ7llnakWlNFt
It should be quite simple really, if buyers can't leave feedback for Amazon then they shouldn't be able to leave feedback for third party sellers. Recently I bought a glass item from Amazon that arrived smashed not once, not twice but three times because it was sent in a flimsy box with no protection. If I did that you better believe that my buyer would leave negative feedback whereas I couldn't even leave a negative review on the item because the algorithm knew it was not exactly a review. The suggestion leave negative feedback for the seller which I would do but oh wait you can't for Amazon
Seller_GPLxAbyNPI33I
Stop treating Marketplace sellers like School Children. Most of us understanding the meaning of courteous conversing with buyers.
All this smoke & mirrors by Amazon staff is to deflect away from far more serious issues, LOOK HERE, NOT HERE!
Most sellers want to know what Amazon are going do (if anything) about SCAM BUYERS
Amazon take notice it's all well & good you refunding these scammers as it ain't your money, but mark my words.
THE TIME IS GETTING CLOSER TO WHEN MARKETPLACE SELLERS CALL TIME ON AMAZON, OH & STOP SENDING OUT "YOUR ORDER MIGHT BE LOST EMAILS" this is only serving to perpetuate the problem!
Seller_4nnUGbeEe4LBe
Ive just had Amazon automatically remove a negative feeback left by a customer regarding a delivery issue (which i knew nothing about), which i thought was good.
However just weeks prior to that another customer left me my first negative feedback in years of selling on Amazon, as she felt she had been overcharged by amazon for a return label (she wasnt) and left completely false comments yet Amazon did not want to know about removing that feedback.
Tried all avenues but door was slammed in my face.
Tried approaching customer in the above manner, no responses recieved..
Now if Amazon hadn't automatically removed the other negative feedback, i would have been over the 1% performance target and thus at risk of account deactivation - even though i have sold several thousand items here and until that point had perfect feedback.
Im still in a dangerous position as i rarely get left feedback and im a low volume seller, so one negative can have a massive impact on my ratings.
The whole debacle has got me thinking is it actually worth building a business on here or not if we have so little control?
Im all for customer service but surely there has to be a mechanism in place where rational, human thinking is used by Amazon in certain situations to prevent honest, small businesses being unfairly punished by unreasonable customers even when the seller has followed all the protocol set out by Amazon themselves.
Seller_YcVj3IObF7ZOZ
Hi Angie
I do not post much on here , but I do find your post a little patronising to Sellers ! Have you tried to get SS to sort out Feedback problems ?
Here is a simple solution for Feedback , from someone who has been selling in their bricks and mortar store and online for over 30 years
As other have rightly said ,the Feedback system is NOT fit for purpose ,If Amazon are taking so much notice of feedback , why not credit Sellers with Positive Feedback automatically say after 30 or 60 days ,for any orders that have been fulfilled by the Seller with no Customer problems ? .
Just to show how stupid the current system is her is an example,:-
Personally my Feedback profile is showing just 47 Feedbacks in 365 days . I sell more than 47 items MOST days! That is NOT a true representation of the Service I give.
I await you reply with interest.
Seller_CAYQS2utPuKHn
Hi @Angie_AmazonPlease can you look at case number 10552430962 Order ID: 204-5458153-9483553I contacted the customer to say that she had been refunded but can take 3-5 working days for it to enter her bank, so could you see if SS could remove the negative feedback. Also, she returned a certified medial item which states on the listing cannot be returned once opened so as a gesture of goodwill we partially refunded her as she brought the wrong item, yet she still left negative feedback. Got to love customers during the season of goodwill!!
Seller_vNGUliyBfm8re
hi @Angie_Amazon
can you please see my post
https://sellercentral.amazon.co.uk/seller-forums/discussions/t/5cdcc725-12bd-4ceb-8ded-3ce526b813ce?postId=6a3081f0-2fd8-4aa6-a077-4f9a3d117a3b
which has an issue where we had neg feedback removed and Amazon emailed us saying they'd invite the buyer to leave the feedback again! that's obviously going to result in another neg feedback as the buyer retaliated for getting caught in returns fraud. What do I do?
Seller_29AF2b8VJNr8z
@Angie_Amazon
Hi Angie, your suggestions are much appreciated. I think many sellers probably implement these approaches but if the actual feedback removal process is super complicated and doesn’t work at times it’s a waste of time contacting the customer.
I suggest one thing that may help is to modify your help page so it actually tells the customer how to remove the feedback, you can start by addressing the link which takes buyers to the open orders page instead of the correct page. This way they might be able to actually locate the order. At present unless you have removed feedback before you won’t know how to do it.
I also suggest locking the feedback option until after the customer has contacted the seller, this will give sellers a chance to address the problem and will cut out feedback for the wrong seller.
Seller_Z1R20zxjS0KT8
Hi
I am stuck in the same feedback seller support loop as others. I have raised a feedback removal request which has come back denied but it has not been investigated fully and the reason is not right for it been denied.
I am trying to re raise the removal request and It will not let me reopen. I have contacted seller support and raised another case but they keep telling me to go to feedback removal and this is not possible - it will not let you. I really need some help with this as the feedback is not right and simply is telling us to use a different delivery company (we used amazon preferred shipping Comapnies) and it is not relevant and is affecting my account. I need this removing and would appreciate some help to resolve.
Please can you look into this and help - Order ID: 026-0133861-1140300
Feedback Removal Request Case ID: 10667443002
