5 ways to successfully manage seller feedback
Your reputation as an online seller is one of the very few ways you have to stand out from the competition. Yet only around 5% of people who purchase items through Amazon actually bother to leave feedback. It’s time then to stop trying to hope that your customers will automatically leave positive feedback. To increase your revenues, you must focus on improving what is a crucial asset – the feedback rating for your Amazon business.
Tip 1: Get to grips with Amazon feedback rules
Managing your reputation is something that Amazon actually provides a great deal of detailed information on for its third-party vendors as one of the many Amazon seller tools available on its website. Asking your buyers directly for positive feedback is not one of the many things sellers are prohibited from doing. Just the opposite in fact. Amazon wants you to ask, provided you don’t try to entice positive Amazon feedback with incentives or payment. Feedback management is completely encouraged and should be one of your top priorities.
Tip 2: Decide how you’re going to take control
In order to really maximise Amazon profits for your items, you need to create a solid plan to manage your seller reputation through directly asking for feedback. As an e-commerce seller, your time can easily be swallowed up by matters that might seem much more important, for example, managing your FBA inventory, reconciling Amazon refunds, and getting reimbursements from Amazon. Feedback is something that often gets overlooked but which is important to entice new customers.
Try setting a time in your diary to work on feedback management. To start, do this twice a week. Once you get into a pattern, you will only need to do so once a week or every couple of weeks. Be careful with the language you use in emails. Make your requests action-oriented with an assertive but not aggressive tone.
Sending feedback requests is as simple as going into Amazon Seller Central and selecting any order. The menu that appears will offer a ‘Feedback Request’ option.
Tip 3: Don’t let negative feedback get you down
As a rule of thumb, it seems that if a buyer is going to leave feedback, it’s going to be of the negative variety. We all love a good moan, right? And just one item of negative feedback can be catastrophic for your ability to pull in punters. However, Amazon does provide a process for removing negative seller feedback. There are some situations in which removing negative amazon seller feedback is automatic. For example, where a customer has used swear words or extremely offensive (such as racist) phrases, or if they have left feedback or a review for the third-party product instead of for you as the seller, or if their feedback is really to do with shipping failures.
If you contact the buyer and are able to work out a solution to the problem, then you can ask the customer to remove the negative feedback. There is only a 60-day window in which customers can do this, so don’t wait.
Tip 4: Boost your visibility with product reviews
As well as asking for positive seller feedback, you can make the most of Amazon’s format with positive product reviews. As a seller, your Amazon page will be fixed, with products displayed. So getting product reviews on there can help a lot. As with asking for seller feedback, develop a strategy. For example, you may decide on a three-email approach set at regular intervals. The first one thanks the buyer, the second is sent a few days after the order was delivered just to see how it’s going, and the third one is a final follow-up. You can include a link in each email to provide feedback.
Tip 5: Automate the whole process
Managing a feedback strategy yourself is all well and good when you are starting out. But once the order volumes start to increase you’ll find it takes up an increasing amount of your precious time.
You can streamline so much of your feedback management process that managing the rest will barely impact on your schedule. Automated tools for Amazon sellers do just this, and AMZSuite’s Feedback Sentry automatically looks at your seller account for negative or even just neutral feedback as it comes in. Feedback Sentry will also send Amazon a removal request for the unwanted feedback.
A successful seller is one with a good Amazon reputation. It’s vital when customers are trying to decide whether to buy an item from you or your competitor. An Amazon automation tool for removing negative seller feedback will give you the edge you need.