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 odpowiedzi
Seller_Fg2fqaWOnEtha
It's mildly annoying though, while we know there are some clueless sellers, many of us are experienced in customer care. I don't need to be told what to do, I need more support from Amazon against dishonest buyers. Now as I mentioned in another thread I am potentially about to have my ODR affected for the same product twice. The first is for a review saying the product arrived broken, the second is for A-Z saying the same product hasn't arrived at all. The buyer sent me a message not about these problems but asking me if the vase could be made 4 metres in length! It's so obviously a scam. These are the matters that should be dealt with.
Seller_OFjSrssNgD9RS
Is this an example of corporate speak nowadays heaven help us.
I was under the impression that all sellers are adults.
This missive reads like a primer for Nursery Assistants on how to deal with fractious toddlers!
Competition. Can you count the metaphors?
Can you count the similes?
Question 1. Can you explain the difference between a metaphor and a simile in 200 words?
Seller_CK4uVgepFK2eb
@Angie_AmazonCan you please take a look at removing feedback for 205-1817808-7812328 with two case IDs:
Case ID 10555490172
Case ID 10556086852
This was the most egregious case of unwarranted and verifiably false feedback i've ever experienced on Amazon, and I have tried really hard to get this resolved through seller support and feedback removal before creating this thread a few days ago in which I detail the entire situation. Sadly I have had no response to the thread despite tagging mods and would really appreciate you help!
Link to thread:
https://sellercentral.amazon.co.uk/seller-forums/discussions/t/8cd3454a-fd14-4cdc-9083-448b0698069d
Seller_PAoOCZ5pKszVP
this is so cringey.....anyway, trying to be positive - as some have pointed out, often when a delivery is late or does turn up they go straight to A-Z and get a refund, maybe even post negative feedback, and I have no opportunity to contact them, I assume because of their contact preferences.
I think Amazon should insist that customers speak direct with sellers to try to resolve, before they submit an A-Z
Also customers very few customers are leaving feedback of any kind, the only ones that do are likely going to be negative so this is always going to be difficult.
Seller_76AUwmqvSyRIM
I and others have raised many issues in the past and very few of them are ever dealt with system-wide.
For example, while it is great that you and your colleagues have been able to deal with silly but damaging feedback issues and many many other problems, the system faults are still there. I don't recall anything that has actually been fixed.
I do understand that you are just the messengers but you do represent Amazon so it is right you take all the stick.
So when you tell us in simple terms how to deal with specific issues and we all know that it is all in theory which bears no relation to reality, this is why I and others are negative.
If I have misrepresented you and your colleagues, then please do tell us what issues you have actually fixed for us.
Seller_Fg2fqaWOnEtha
I reported several times violations, some really obvious, but no matter what I said within 2 minutes I got a reply (always exactly the same) saying that the matter was investigated thoroughly and no violations were found. All this in two minutes.
Seller_H3KHmg34r1zIk
I rarely reply to posts but . . . .
This is incredibly patronising. Please credit sellers with a little common sense.
Seller_ixz1lZ3QOcOJa
Is this written by AI? It's full of words but is completely meaningless.
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
