Negative Feedbacks Affecting Account Health Substantially
Hello dear seller friends,
I have a big question in my mind that does not really make any sense to me. First I will explain my situation. (Might be a little bit long explanation, sorry for that.)
We are a little 6-7 months old store. We have over 500 orders delivered safe and sound but not a single feedback even if we used both the “Request Review” button or buyer message. Although our promised delivery date is usually in the 4-6 days range excluding 2 days of handling, most of the time we deliver the next day an item is ordered.
So, yesterday we received a 1-star review because we exceeded our delivery that by merely a day. It is okay, customers have all the rights to review an order. But the thing is our order defect rate went from zero to %0.5 (1 out of 202 orders). Just because of a single thing we can not completely control which is the courier companies. I think it is sort of unfair since we have over 500 orders and only 1 bad feedback but its effects on our account health are huge. Not to mention its effects on our mood.
What do you think of this “under %1” target of order defect rate?
I would appreciate your opinions and suggestions.
6 replies
Seller_bhSWqoVh7Pn98
Hello,
It is a major flaw on Amz, the feedback system is not fit for purpose, and most Sellers know it, we all say ‘Amz should do this or that …’ but Amz do not care, and think its ok, so unlikely to change.
Basically nearly everyone that is unhappy leaves bad feedback, but everyone that is satified does not bother to add feedback. It is only if exceptional, that they tend to leave feedback, so order today and it arrives the day after, often gets good feedback, or if very well packed, etc.
FIRSTLY, did you use Amz Buy Shipping, if you did and the feedback is only about shipping delays etc, you can request a removal of the feedback. If you did not use Buy Shipping, it is worth using to stop other issues in the future. You can link your RM a/c to it. Use Hermes 2-day, DPD next day, etc.
You can ask for feedback from everyone, but cannot ask for a good star rating (you may point out that 5 is excellent, 4 is good, etc). I have so many parcels with a note inside asking to add feedback, and how important it is, etc. (you must not bribe with a future discount etc, as many do in the boxes, which instead annoys me anyway).
You may also ask the person with the bad feedback to remove it, as it cannot be altered, explain when shipped, give tracking number to prove sent on time, apologise, and say as only bad feedback, and no feedbacks out of 500 orders causing major issue. Apologise and ask how you can make it right for them to resolve the issue. Some Buyers may remove, but ask once, otherwise Amz can stop your account.
I can only suggest to get any other feedbacks, ask for feedback, short message is best. and send all orders the same day, and send by a fast courier service, maybe use Buy Shipping DPD next day, etc (you can even send over a weekend for a Sunday delivery, etc).
What did the feedback say?
Any ASIN’s of yours as well to assist?
