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_d8YGbIjNqwFxn
Sometimes the problem is that you can't contact the customer after they have left negative feedback. Amazon do not allow you to send a message and so you can't resolve the issue.
I did tag you in earlier in the week on a feedback I had regarding a self fulfilled order where feedback was left for the wrong order. It references issues with an Amazon Driver where mine was fulfilled by Royal Mail
Case ID 10544056762, Order ID 204-2522183-8036357
This is an example order where I can't contact the customer to discuss the feedback.
Seller_ZJhFeE3tNKzfh
some real do as we say not as we do vibes there.
Seller_ZVAz3d5lZuGid
"No.2 : Feel free to update your feedback if you're satisfied!.........No.3: Remind buyers they have a 60-day window to modify feedback"
I always understood that it was not possible to update feedback, only remove totally. Has that changed ?
Also, as has been mentioned several times in the past on various threads - if feedback is left for the wrong item, even something that the seller doesn't even sell ! - then that should be one of the criteria to request removal, and be upheld.
Seller_76AUwmqvSyRIM
Yes, agreed. All the mods have drunk too much of the corporate kool-aid to give real-life advice.
If what they say happened in real life, we would all be happy. (ish)
Seller_Fg2fqaWOnEtha
I honestly think buyers shouldn't be allowed to leave negative feedback unless they've contacted the seller first to try and resolve the issue. Leaving bad feedback should always be the last resort, not the first step.
Recently, I came across a new seller with a 0% rating—one complaint was for non-delivery, and the seller had already refunded the order, while the other was about an item arriving broken. This kind of feedback could completely ruin a small business, especially when the seller has done their best to make things right.
I also feel that once an item is refunded, buyers should be able to review the product itself, but not the seller, especially if the seller has gone above and beyond to resolve the problem. In my experience, most of my returns aren't about the quality of my products but about things I can’t control—like a customer not liking the scent, the colour, or the size. Just the other day, I had a very green scarf returned because the buyer claimed it was red. It’s not even remotely red! But once I refund, that's it, I don't owe anything anymore, I have done my bit.
It’s really disheartening to see small businesses punished for things they’ve tried to fix or for reasons completely beyond their control. Feedback should reflect fairness and effort, not just frustration.
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.
