Feedback can only be given for orders after the product is purchased. The evaluation content can only involve logistics, service, whether the after-sales customer service is in place, etc., and does not include the product itself.
It should be noted that although Amazon will delete feedback related to product reviews and FBA delivery that violates Amazon’s rules, it will only add a strikethrough to the feedback and the font will become gray, and the feedback can still be seen. Therefore, it is best to maintain an average score of more than 4 stars for the last 5 feedbacks to avoid negative reviews being displayed.
In addition, if the buyer leaves negative feedback that does not violate any Amazon rules, especially when it points out service-related problems, the seller should first find the buyer’s nickname and the name of the backstage order, and communicate through in-site emails to solve the problem. If the corresponding order cannot be found, the seller can still publicly respond to this feedback through the Amazon backstage, and win the favor of potential buyers with politeness and problem-solving attitude.
In addition to email exchanges with buyers, sellers must also frequently solve problems with Amazon. The most common problems encountered by sellers in the clothing category are follow-selling, infringement, and “Xiaohong”. In addition to selling, other problems are more or less caused by sellers’ violations. As long as you receive an email from Amazon, it means that Amazon has enough evidence to make a judgment and will deal with it accordingly according to the severity.
First of all, when dealing with these incidents, sellers need to recognize the situation. If they do have illegal operations, they must promptly admit their mistakes to Amazon and develop a correction plan to ensure that similar behavior will not occur again. In most cases, as long as the seller answers sensitive operations and develops a detailed correction plan, Amazon will give them another chance. Of course, it is difficult for sellers to appeal for warnings of higher severity such as manipulation of sales and store associations.
Secondly, sellers still need to communicate with an attitude of solving problems, rather than just writing some casual words. For example, if a seller encounters a complaint about product quality, then compared with “We will continue to work hard in the future to provide buyers with better products”, it should be written “We analyzed the defective orders provided by Amazon and the refund information of backstage buyers, and found that product A does have problems in size and fabric. We have contacted the factory to improve the product and partially compensated buyers who purchased previous products so that we can provide buyers with higher quality products in the future.” With this idea, products and stores can get better and better.