Amazon Sellers Feedback: 6 Ways To Maintain And Improve It In 2023

Z.D. Babar

Content Strategist at MarginBusiness

As an Amazon seller, you compete in one of the most competitive environments in the world.

Here, more than 1.5 million sellers compete for online sales. To survive and grow, you must use every tool at your disposal, and Amazon sellers feedback plays a vital role in managing your Amazon business.

If you’re wondering how to improve your sellers’ feedback and make it work, read on. It could be one of the most important actions you take for business this year.

How Does Amazon Sellers Feedback Work?

Amazon sellers feedback is an essential gauge of how happy your customers are with your service. The feedback assesses the quality and speed of order fulfilment, excluding FBA customers. It also evaluates how well the product listing compares with the product received.

Customers have 90 days to review your performance measured on a scale of one to five. The Amazon seller feedback doesn’t cover product quality. It covers shipping, customer service and general business performance.

Amazon Product Reviews vs Amazon Sellers Feedback

Amazon product reviews cover product quality, whereas Amazon’s seller feedback is all about how well your business has performed in servicing customer needs.

Amazon product reviews appear on the product listing page. They cover only product quality.

Customers may only leave one review per product bought. Amazon encourages customers to leave product reviews to help future customers decide which product best suits their requirements.

Customers can offer Amazon seller feedback every time they get another shipment of your product because customer feedback covers performance on every order.

Poor customer feedback can adversely affect your chances of winning the Buy Box for all your products and it may affect your ranking.

Benefits of Amazon Sellers Feedback

The Amazon marketplace is one of the most competitive on earth. Your business needs all the help it can get to stand out from the competition. Sellers that encourage Amazon seller feedback will get the following benefits:

Improved Amazon SEO – good seller feedback improves your Amazon ranking, helping you to grow your business.
Win the Buy Box – the Buy Box is sought after, and for good reason. The Buy Box increases your chances of making a sale. You improve your chances of winning the Buy Box if your customer feedback is good.

How to Deal With Negative Feedback?

You can find your feedback in Seller Central under your Performance tab, where you will find a complete list of customer feedback. You can leave a public response when you click on the drop-down menu. Amazon sets rules for these public responses as listed below:

You may not provide personal information like contact details
The fact that you have responded won’t impact your Amazon seller feedback score in any way
You can’t change a response once you have submitted it, but you can delete it
Buyers can’t respond to a public reply, so don’t address them
If at any time, the Amazon seller feedback is removed, your response will also disappear.

Amazon will allow you to remove negative seller feedback in some circumstances. If the buyer feedback violates any of Amazon’s rules or FBA items attract negative seller feedback, you can request their removal. If Amazon agrees to remove negative feedback it will restore your seller feedback.

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6 Ways to Maintain and Improve Customer Feedback in 2023

Amazon seller feedback is such an essential part of your business success, so you should do everything in your power to improve it. Here are some tips on how to do just that.

🚀 Know Amazon’s Guidelines

Amazon has some strict guidelines for feedback requests. Understand the guidelines, and stick to them. They’re listed below:

You may only ask for feedback once per order.
You may not offer any incentives for the positive feedback. You also may not delete any negative feedback.

You may not message customers who don’t want unsolicited messages and have opted out.

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🚀 Create a Bulletproof Customer Strategy

The only sure way to get the best customer feedback is to create a bulletproof customer strategy designed to ensure that your customer receives the best service possible. Tips for building such a strategy include:

Ship goods as early as possible – don’t risk late shipment complaints. Use a reliable courier and dispatch with plenty of time to spare.
Make sure your product listings are up to date – although customer feedback isn’t about product quality, disappointed customers may be inspired to leave negative feedback. Your product listings must correctly reflect the product the customer will receive. Your images, descriptions and specifications should leave prospective buyers with no doubts about what they will receive.
Automate refunds and returns – offer your customers easy refunds and returns.

🚀 Respond to Enquiries On a Priority Basis

Quickly respond to customer enquiries with friendly enthusiasm. Use the Amazon automated responder to let customers know you have received their query and are dealing with it.

Let them know when you will contact them. Make sure you meet the deadline.

🚀 Ask for Feedback

You need customer feedback, and increasing your customer responses may be as simple as asking your customers to rate your service.

Use the Amazon messaging service to request feedback or include a request with the delivered product.

🚀 Always Follow Up

Always follow up on customer inquiries and complaints. Use the follow-up to enhance the customer experience with sincerity and empathy.

Show the customer you care, and they are more likely to buy your products in the future and retain good memories of your customer service.

🚀 Master Amazon’s Messaging Service

The Amazon messaging service is an important communication bridge between Amazon’s buyers and sellers.

Use it to manage customer service or quality issues. It is also a great way to thank your customers for their support and ask for feedback. If you have switched on the service, you will receive all customer messages in your messages centre in Seller’s Central.

🚀 Bonus: Tips to Deal With Unhappy Customers

There is an art in dealing with unhappy customers. You can turn a situation around so that the customer remembers the experience as a happy one. Here are a few tips on how

Listen to what the customer says. Sometimes there are hidden messages you will pick up if you listen carefully.
Keep calm even when the customer is angry. Show empathy and ask questions to get to the bottom of the problem.
Repeat what the customer has said so that they know what you have understood.
Thank the customer and explain how you plan to resolve the problem
Highlight the priority that you give to the problem
Set a time for a follow-up

It may be hard to deal with unhappy customers, but it is worthwhile. Difficult customers can help you to improve your business in the long run.

Managing your sellers feedback is vital for the success of your business. Aim at delivering customer service excellence. Master Amazon’s Messaging Service and use it well. Ask for feedback and quickly respond to queries.

Make sure your listing accurately reflects your product and, when all else fails, deal with unhappy customers sincerely and with empathy.

FAQs

How important is seller feedback on Amazon?

Sellers feedback on Amazon is vital. Online shoppers want to know that the seller they deal with is trustworthy. They use feedback and reviews to build that trust. Positive Amazon ratings will help your listing rank, and it could help you to win the Buy Box.

Why is seller feedback required?

Amazon aims to offer Amazon buyers the best possible buying experience. In asking for feedback, Amazon can support the best sellers by allowing them to rank higher on the Search Engine Return Page and improving the chance that they win the Buy Box.

How can customer feedback be improved?

You can improve your Amazon ratings by offering sterling customer service and ensuring you use a reliable courier.