Managing Your Amazon FBA Program Reputation
“It takes many good deeds to build a good reputation, and only one bad one to lose it.” –Benjamin Franklin
We all know reputation is important. This is true in every aspect of your life and the Amazon FBA program is no exception. You can do everything else right with FBA, but if you let your reputation suffer, then you won’t be successful. In this article, we’re going to show you some simple steps you can take to fortify your FBA reputation with buyers.
Take Returns Seriously
No seller wants to see that one of their items has been returned, but it’s going to happen. The more you sell, the more likely you’ll be to receive more returns, too. However, that doesn’t mean you should become complacent.
While Amazon will refund a customer’s money the moment they ask for a refund, you can still look into the reason behind the buyer’s decision. If you find that they claimed the item was defective, ask Amazon to send it back to you.
Sometimes, customers lie about items being defective because then they can return them without paying for shipping.
Although it may seem like a harmless fib to them, that claim can hurt your reputation and, eventually, Amazon will suspend your account if you get too many.
If you find that the item was not defective, make sure you contact Amazon to contest the claim.
Ask Buyers to Leave You Reviews
Managing seller feedback is a proactive approach you can take to protect your Amazon FBA program reputation.
Now, that doesn’t mean you can offer customers anything in exchange for positive feedback. If Amazon finds out you’re doing this, your dreams of FBA profits will go up in flames.
Simply contacting buyers to remind them of how helpful reviews are and making sure they’re happy with their purchase is definitely not against the rules, though.
Dealing with Negative Feedback
Returns are bad, but most sellers would agree that it’s even worse when a buyer leaves you negative feedback. Even though you’ve made a sale, seeing someone publicly criticize your product always hurts a bit.
Of course, it also hurts your reputation with the Amazon FBA program, so we recommend you try to get in contact with people who leave negative reviews.
This will become very difficult to do as your sales grow, but, at that point, bad reviews won’t matter as much, either.
For the time being, try to contact buyers directly and see if there’s anything you can do to get them to change their negative reviews. No matter what the buyer said or what you think their motives might be, assume they’re an honest person who was truly let down by your product.
With that mindset, sincerely inquire into whether or not there’s something you can do to make things up to them.
If the buyer doesn’t have information you can use to contact them, then comment on their review. Apologize and offer to make things right.
Even if they don’t decide to change their review, other potential buyers may see the effort you’re making and decide to give you their business.
The Amazon FBA program is extremely user-friendly and goes a long way toward making it as easy as possible for sellers to succeed. That being said, one important area you really need to make a concerted effort to develop on your own is your reputation. Doing so will make it much easier to close sales on this site.