Why You Must Take Amazon Feedback Removal Seriously
Everyone knows Amazon’s success story has a lot to do with the company’s early decision to allow customer feedback on the site.
At first, people thought the idea was crazy, but it soon became clear this feature would lead Amazon to unprecedented levels of success.
As an FBA seller, customer feedback can make or break your business. Earn great feedback and you’ll enjoy more business. Receive negative reviews and things like Amazon reimbursements will be the least of your troubles.
Understanding this simple concept is a step in the right direction, but in order to see larger profits, you’re really going to need to take Amazon feedback removal seriously.
Competition Is Too Tight to Tolerate Negative Feedback
It doesn’t take long as an FBA seller to realize that competition is tight. Unless you have your own product, you will almost always be up against dozens of other sellers who are listing the same exact items.
This is why you must optimize every detail of your listing. You can’t afford to give the competition any opportunity to appear like the better option.
Of course, nothing is going to play as a big a role here as the feedback you’ve received from past customers. No matter how well you do in very other area, if a potential customer sees that others have been unhappy with your service, they’ll have plenty of other sellers to choose from.
Even if you do make the sale, if you’re not thinking about the customer, you’ll be regularly offering refunds and putting up with Amazon reimbursements. This is not how a successful business is run.
Now that you understand how big an impact customer feedback will play on your ability to turn big prophets with Amazon FBA, let’s talk about the other reasons you must take it seriously: because you can actually do something about it.
You Can Be Blamed for Something That’s Not Your Fault
It’s not uncommon to see customers leave feedback on a seller’s account for something that’s not remotely their fault.
“This movie was boring.”
“The package arrived late.”
The list goes on and on.
However, these complaints are clearly about things you couldn’t do anything about. FBA handles shipping, and whether or not somebody likes their purchase is a matter of opinion – something you don’t control.
Nonetheless, plenty of FBA sellers don’t do anything about these reviews. They end up giving refunds or putting up with Amazon reimbursements, but they also accept the negative review and its aforementioned consequences.
What a seller like this should be doing is contacting support through the Seller Central portal. The option is listed under “Customer Feedback Problems.”
Just briefly explain what we talked about above – that the complaint is about something you have no control over – and provide them the order number where it’s requested. That’s all you have to do to protect your Amazon FBA rating.
Keep in mind that this applies to reviews where multiple problems are listed, but one or more aren’t your fault.
For example, if the customer mentions packaging or fulfillment (which you do not control) and that the condition of the item was poor (something you can control), you can go through the above process and a line will be struck through the former complaint.
This part of the review will also feature a statement that reads, “This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience.”
While this won’t help your rating, it’s good information to show potential customers.
Don’t Accept Neutral Feedback Either
Compared to a one-star review, neutral customer feedback may seem like no big deal. It certainly won’t do any damage to your reputation, right?
Actually, that’s not the case. A three-star – or “neutral” – review will have an adverse effect on your FBA ranking. Amazon sees it as a non-positive transaction for the customer and, because customer experience is everything to them, your percentage will take a hit.
Offsetting the damage done by such a review is no small thing, either. Even earning a five-star review on your next sale won’t do it. If you have a 100% rating and receive a three-star review, you’ll need 200 more five-star reviews to get that rating back and that’s only if you are able to avoid any other neutral or negative feedback.
The good news with neutral feedback is that it should be fairly easy to contact the customer and get them to change it. Clearly, the problem wasn’t bad enough that they were out for blood, so a courteous message about your sincere interest in making things right can go a long way.
A lot of times, buyers don’t understand that neutral reviews actually have negative impacts, so simply pointing this out can go a long way toward getting them to change their review.
Always Play It Safe with the Condition of Your Product
Buyers can be extremely picky. If they order a book from you that you’ve listed in “very good condition” and they find any reason to disagree, your rating is probably going to take a hit.
While it can be tough to play it safe with your descriptions – it usually means charging/selling less – it’s the smart move where your rating is concerned. Over time, it will be worth every penny you lose on individual purchases, too, because your rating will be so impressive that buyers will trust your “good” product over a less-reputable seller’s “very good” version.
Also, if a buyer orders a “good” book from you and decides it’s actually “very good” when it arrives, they’ll be much more likely to leave you a positive review.
One last note on this advice: think twice before trying to sell any product you think is only in “acceptable” condition.
Again, people can be very picky. “Acceptable” to you may be “unacceptable” to someone else, which will virtually guarantee you a bad review when it arrives.
Always Ask for Feedback to Build Up a Buffer
Even though something as seemingly benign as just a single neutral review can be enough to bring down your overall seller rating, it’s still important that you build up a bit of a buffer by receiving positive reviews.
This will help diminish any negative ones you aren’t able to get changed.
While Amazon strictly forbids asking for feedback in return for some kind of compensation on your part (refunds, discounts, etc.), you can definitely make a friendly request and explain to your buyer how much this helps.
Harness Technology for Your Amazon Feedback Removal Needs
As business grows, you’ll have to get used to some of the challenges that come with this kind of success. Amazon reimbursements, lost refunds, and receiving negative feedback are just a few of the most common examples.
It won’t take long for you to realize that maintaining your impressive profits will only be possible if you leverage technology to help.
Our Feedback Sentry tool was designed for busy sellers who don’t have the time to look into each and every negative or neutral review and then go about trying to get them changed. This software is successful at removing 96% of one-, two-, and three-star reviews. Even four-star reviews can be improved 84% of the time.
With Feedback Sentry, you get to spend more time sourcing high-quality products and looking for other opportunities to profit, while our software helps you win the Buy Box. In short, you save time and make more money.