(1) Introduction to account feedback. Feedback is different from comments. It is mainly the evaluation of the store by the buyers. In the case of a large number of copycats and fierce competition on the Amazon platform, maintaining a high feedback score is a weapon to surpass other sellers and is the cornerstone of the store’s reputation.
In addition, the quality and quantity of feedback on the site have a great impact on the store’s ranking. In other words, on the Amazon platform, feedback not only has a great impact on obtaining the gold shopping cart, but also, if the number or quality of feedback of the store is not as good as that of competitors, the chance of being recommended to customers will lag behind others when all conditions are the same. In terms of off-site traffic, some large websites, such as SlickDeals, have clear regulations on the star rating and number of feedback for Amazon sellers. For customers, the star rating and number of feedback will also affect whether they buy your products. In short, feedback is very important for Amazon sellers. While sellers attach importance to product reviews, they must not ignore the accumulation of feedback.
Buyers can click the seller’s name on the product details page to see the seller’s feedback. Unlike comments, which can add text and upload pictures and videos, feedback only allows text.
(2) Tips for increasing the rate of positive feedback Specific means include:
1) Passively increase feedback. Feedback is left by customers actively. To increase the number of feedback, you can do homework from the following aspects:
① Increase the number of uploaded products.
② Improve product quality.
③ Improve product packaging.
④ Use FBA to process orders as soon as possible and shorten transportation time.
2) Actively strive for feedback. You can start from the following aspects:
① Put a note in the product package. Arrange handwritten text on the note to actively ask for positive feedback.
② Request reviews by e-mail. It should be noted that it is more appropriate to request reviews 1 to 3 days after the customer receives the product.
③ Use Amazon feedback intelligence software. These software can help sellers save a lot of time and energy, allowing sellers to have more time to care about customers. It is suitable for sellers with a very large number of orders every day.
3) Respond to feedback. According to star rating, there are 5 types of feedback. Feedback with 1 to 3 stars is best removed, which will be discussed below. The response feedback here refers to the response to 4-star and 5-star feedback. In 4-star feedback, some customers will complain about some problems with the product, packaging or logistics. The seller can click “Response” in the background to respond. For 5-star feedback, the seller can politely reply to the customer who left the review: “Thank you for the feedback and looking forward to more business with you!” The purpose is to consolidate the customer’s impression of the seller as much as possible, increase the customer’s repurchase rate, and attract those customers who did not buy but stayed on the store homepage.
4) Feedback to remove negative reviews. In order to maintain a 99% positive review rate, sellers often spend time and energy to remove feedback below 3 stars. Feedback that meets Amazon’s negative review removal policy can be directly removed by Amazon. If it is the seller’s own problem, you can contact the customer as soon as possible to resolve the problem. Timely communication and a sincere attitude are the basic principles for resolving after-sales disputes.