{"id":9941,"date":"2017-03-02T10:35:51","date_gmt":"2017-03-02T10:35:51","guid":{"rendered":"http:\/\/www.repricerexpress.com\/?p=9941"},"modified":"2021-01-28T14:44:58","modified_gmt":"2021-01-28T14:44:58","slug":"sellers-guide-amazon-feedback-software","status":"publish","type":"post","link":"https:\/\/www.repricerexpress.com\/sellers-guide-amazon-feedback-software\/","title":{"rendered":"Why You Need Amazon Feedback Software"},"content":{"rendered":"

Guest post by Chris Dunne from <\/i>FeedbackExpress<\/i><\/a>. FeedbackExpress is a powerful, cloud-based software solution that helps Amazon sellers automate and manage their feedback communication with buyers. The software is proven to help sellers get more positive seller feedback and product reviews as well as removing any negative and neutral feedback quickly and effectively.<\/i><\/p>\n

Most customers that make a purchase on Amazon, don\u2019t leave feedback; the figure is around 5% or 1 of every 20 customers. There are things sellers can do to increase the likelihood of getting feedback such as automating the process with Amazon feedback software<\/a>.<\/p>\n

What type of feedback can people leave?<\/h2>\n

Buyers on Amazon can leave two types of feedback: seller reviews (how the buyer feels you performed throughout the transaction) and product reviews (their opinion on the quality of the product they received).<\/p>\n

How is feedback rated on Amazon?<\/h2>\n

Feedback on Amazon is scored as follows:<\/p>\n

    \n
  • 5 stars = Excellent<\/li>\n
  • 4 stars = Good<\/li>\n
  • 3 stars = Fair<\/li>\n
  • 2 stars = Poor<\/li>\n
  • 1 star = Awful<\/li>\n<\/ul>\n

    Many customers are not aware that a 3-star rating (neutral), will actually count against your business and bring your seller rating down. Without knowing the ratings, a customer could think a 3-star rating is average (positive), when it is in fact, fair (negative).<\/p>\n

    Buyers\u00a0will also be asked a series of yes\/no questions on the delivery date, item description and customer service provided.<\/p>\n

    Why does feedback matter on Amazon?<\/h2>\n

    Feedback matters for two main reasons on the marketplace.<\/p>\n

    Firstly, Amazon will use it to decide which sellers to award the Buy Box<\/a> to\u2014so, if your\u00a0feedback rating in below 95%, your chances of getting a share of the Buy Box are slim. Below 90%, and your chances are slim to none\u2014and slim just left town.<\/p>\n

    Secondly, most consumers will compare seller feedback scores before making a purchase. If two sellers are selling the same product for the same price, they are likely to be swayed by whoever has the highest feedback score. Buyers will do a quick scan of your seller profile to see if you\u2019ve meet\u00a0or exceed customer expectations on multiple occasions and have minimal negative feedback.<\/p>\n

    \"Prevent<\/a><\/p>\n

    According to BrightLocal<\/a>, \u201c79% of consumers trust online reviews as much as personal recommendations.\u201d<\/p>\n

    Finally, the more product reviews you get on Amazon, the better your product visibility. An increase in the number of positive seller feedback you receive will help get you noticed.<\/p>\n

    Can l offer discounted products in exchange for a review?<\/h2>\n

    Amazon has recently announced a ban on sellers requesting reviews in exchange for offering incentivised free or discounted products. Those sellers who do, are breaking Amazon\u2019s Terms of Service (ToS) and risk having their seller account suspended. Don’t do it!<\/p>\n

    Related reading:<\/b> How to Avoid an Amazon Suspension<\/a><\/p>\n

    What should a feedback email contain?<\/h2>\n

    FeedbackExpress<\/a> has spent time testing and crafting emails so you don\u2019t have to. Whether you decide to solicit feedback using our software or choose to do it manually, here\u2019s a useful list of things you should include in a feedback request email.<\/p>\n

      \n
    • A link to the product they\u2019ve purchased.<\/li>\n
    • Include open-ended questions, e.g. how did you find?
      \nIt\u2019s important to find out if they had a good experience before you ask for feedback.<\/li>\n
    • Remind buyers customer satisfaction is important to you. Many customers think they are buying from Amazon and do not realise they are actually buying from a third-party.<\/li>\n
    • Give customers a way to contact you to address any issues, reducing the chances of them leaving negative feedback.<\/li>\n
    • Include a direct link for them to leave their honest feedback. This is compliant with Amazon\u2019s ToS\u2014Amazon encourages customers to leave feedback!<\/li>\n
    • Sorry to be a nag but we can\u2019t stress this point enough. Remember, you cannot offer incentives to a buyer for either providing or removing feedback.<\/li>\n
    • One final thing, ensure your grammar and spelling is spot on! Use a spellchecker or ask someone to check it.<\/li>\n<\/ul>\n

      Seller tip:<\/strong> Here’s a great tip to pro-actively prevent negative feedback which we’re happy to share with you.<\/p>\n

      When you send your feedback request emails, you might want to include two links. The first link could say, “Everything was great” and link to your product review page. The second link could say, “Did not meet expectations” which would encourage customers to send a message that you’ll receive in Seller Central.<\/p>\n

      When should you send a feedback request email?<\/h2>\n

      This is entirely down to you but one strategy could be to ask for feedback one day after delivery is confirmed. If delivery is late for whatever reason, you\u2019ll not want to send an email request.<\/p>\n

      If no feedback is provided, you’ll want to ask again seven days later. Once you’ve received feedback, you shouldn\u2019t send any further emails.<\/p>\n

      Amazon feedback software like FeedbackExpress<\/a> allows you to automate the feedback management process. You can set rules to ask for feedback at a certain time of day or a specific number of days after the order or delivery date. You can even blacklist sellers and SKUs where you feel you\u2019re more likely to receive a 1, 2 or 3-star review.<\/p>\n