Your reputation as an Amazon seller hinges upon customer satisfaction, and nowhere is that satisfaction more evident – or absent! – than in your feedback rating. Here are five tips to help you maintain a strong seller feedback rating on Amazon.
Tip #1: Prioritize customer service.
Great customer service actually begins before you have a buyer. List your item accurately and be upfront about the condition (even erring on the side of being conservative) if it’s pre-owned/used. If the item is priced right, it’s fine to line-list flaws, as it helps to instill customer confidence. If the item is advertised as new, make sure it truly is new (as in “new in box,” “tags attached,” “new and unwashed,” etc. – and remember “new” should NOT have condition flaws!). Also, always include photos, to give your customers a complete picture of your merchandise.
Tip #2: Watch for negative comments for items fulfilled by Amazon, not by you.
If Amazon fulfills an order for a product from your shop, Amazon is responsible for shipping and handling quality control, not you. For example, if a customer complains about delayed shipping on the feedback page and leaves negative feedback for your store, Amazon will most likely “strike through” that feedback so it doesn’t count towards your rating. Of course, sometime, you will need to bring this to Amazon’s attention, so be sure to review all feedback frequently and very carefully.
Tip #3: Remember that product reviews aren’t the same as feedback.
Your job as a seller is to effectively communicate the item’s description and condition to your buyers, and to ensure it arrives at its destination in good time and good shape. You can’t guarantee the product will work precisely to an individual customer’s preferences; for example, an electronic teapot may warm well within a reasonable time, but a little slower than the customer would like … well, that has nothing to do with how you fulfilled the order!
Tip #4: Request feedback outright.
Often, once the product is in the buyer’s hands, communication about the transaction ceases. Third-party services like Feedback Five send automatic emails to customers to follow up on the sale and a direct link to leave feedback. It’s an easy way for buyers to leave their impressions without requiring them to find the feedback form on their own, and it can really help your feedback record grow. Checking in with customers before they leave feedback also gives you the opportunity to address any issues with the item or transaction too.
Tip #5: Turn negative feedback around by working with your customers.
Negative feedback can happen, but it doesn’t have to be set in stone. If you receive negative feedback, get back to the customer as soon as possible – ideally within an hour of the feedback notification. Sometimes it’s a matter of the customer misunderstanding the feedback form, or you may have to offer a fast solution or explanation to appease the buyer. Customers are impressed by sellers who go the extra mile to make it right, and doing so protects your feedback as much as your reputation.
The Bottom Line
Feedback is a fact of life, and way of life, for Amazon sellers. If your sales volume becomes high enough, even with the utmost care to your e-commerce business you may receive negative or neutral feedback. Never stop paying attention to your feedback score, and follow these tips to keep your score – and sales – soaring.