About Feedback Manager
Feedback Manager provides buyers with feedback on your business. There you can view short-term and long-term seller rating metrics, including detailed feedback entries.
Importance of Feedback
Buyers may only submit one feedback comment per order. The seller feedback link is located on the [My Orders] page in My Account on the Amazon website, and buyers can view it 3 days after the order is confirmed.
We recommend that when handling any situation, you first investigate the root cause of the negative review, answer the buyer’s questions, and then improve your processes and policies. For tips on managing feedback, see Improving Feedback Ratings.
What are ratings
Buyers must provide feedback using the 5-star rating system:
Positive feedback: 5 stars or 4 stars
Neutral feedback: 3 stars
Negative feedback: 2 stars or 1 star
Feedback percentages are rounded to the nearest whole number, so your overall score may sometimes add up to 99% instead of 100%. For example, if a seller has 1,001 positive feedback, 15 neutral feedback, and 4 negative feedback, when the ratings for those 1,020 feedback are totaled, the percentages will appear as 98% (rounded from 0.981), 1% (rounded from 0.014) and 0% (rounded from 0.003), for a total of 99%.
We use the following method to calculate your feedback score:
Total (positive feedback)/Total (all feedback) represents the last 30 days, 90 days, 365 days and since the account was created of feedback
For example, let’s say your feedback score looks like this:
Feedback 54321 Ratings per feedback 5535532
Sum of all positive feedback = 90
All Sum of feedback (1 to 5 stars) = 100
Positive feedback divided by all feedback
Feedback score = 90.0%
We will calculate the score on a 30-day, 90-day basis Aggregate your feedback in days, 365 days and several time frames since account creation. As feedback rolls over each time frame, your cumulative star rating and percentage of positive feedback will change accordingly.
How to display ratings to buyers
If you have received more than 10 buyer feedbacks in the past 12 months, buyers will see your 12-month feedback on the All Seller Offers page Ratings and the total number of feedback ratings since account creation, displayed in the following format:
XX% positive reviews (YYYY total ratings) in the past 12 months.
If you have received less than 10 buyer feedbacks in the past 12 months, or all feedbacks are from the previous year, buyers will see it on the All Seller Offers page Your feedback ratings and total number of feedback ratings since account creation are displayed in the following format:
XX% positive reviews (YYYY total ratings).
Understanding the Feedback Manager
The Feedback Manager contains two tables:
The [Feedback Rating] table displays your feedback rating for the last 12 months, as well as 30 days, 90 days, and 365 days And the percentage of feedback received since the account was established and the corresponding actual number of feedback.
The [Recent Feedback] table is sorted by the date the feedback was received, and displays the actual feedback and its associated order number and rating.
In [Recent Feedback], you can perform the following operations:
View feedback comments.
Post a public reply.
Contact buyer.
Request removal of incorrect feedback (depending on the specific issue).
If you want to contact a buyer about an order or issue, you can use the Buyer-Seller Messaging template to contact them directly. For more information, see Email Templates for Buyer-Seller Messaging Services.
Important: Buyers have 90 days to provide feedback and 60 days to remove it. Amazon will only remove feedback if it meets the criteria specified in our policies. For more information, see Can Amazon remove customer feedback?
Error Feedback
If a buyer makes a mistake when evaluating and submitting feedback, you cannot edit it, but the buyer can delete it.
If you would like to request removal of feedback, you can do so in the Feedback Manager:
Go to the Feedback Manager.
In the Recent Feedback table, next to the Order Number for which you want to request removal of feedback, select Request Removal under the Action column.
For more information about guidelines and policies for feedback removal, see When a buyer wants to remove feedback.
Original details from Amazon’s official website:
About Feedback Manager
Feedback Manager provides buyer insights to your business. You can view short and long-term rating seller metrics, including detailed feedback entries.
p>The importance of feedback
Buyers can submit only one feedback comment per order. The link to leave seller feedback is on the main Amazon website, on theYour Orderpage inYour Account, and is available to buyers 3 days after the order has been confirmed.
We encourage you to resolve any situations by researching the root cause behind each negative rating, addressing the buyer’s concerns, and making improvements to your processes and policies. For tips on managing feedback, seeImprove your feedback rating.
What ratings mean
To leave feedback, a buyer must rate you using a 5-star system:
Positive feedback: 5 or 4 stars
< p>Neutral feedback: 3 stars
Negative feedback: 2 or 1 stars
Feedback percentages are rounded off to the nearest whole number and therefore your totals can sometimes add up to 99% rather than 100%. For example, if a seller has 1,001 positive, 15 neutral, and 4 negative ratings, for a total of 1,020 ratings, the percentages will show as 98% (rounded off from .981), 1% (rounded off from .014), and 0% (rounded off from .003), for a total of 99%.
We calculate your feedback score using the following method:
SUM (positive feedback ) / SUM (all feedback) for feedback left in the last 30 days, 90 days, 365 days, and lifetime
For example, suppose you have the following feedback scores:
Feedback54321Ratings per feedback5535532< p>Total of all positive feedback=90
Total of all feedback (1 through 5)=100
Divide positive feedback by all feedback
Feedback score= 90.0%
We aggregate your feedback into 30 days, 90 days, 365 days, and lifetime time-range buckets. In time, your aggregated star rating and positive feedback percentage will change accordingly as your feedback rolls through each time-range bucket.
How ratings are displayed to customers
If you have more than 10 buyer feedbacks over the previous 12 months, customers will see your 12 month feedback rating and lifetime feedback total ratings in the following format on theOffer Listingspage:
XX% positive over the past 12 months. (YYYY total ratings).
If you have less than 10 buyer feedbacks in the previous 12 months, or all of your feedbacks are in the past year, customers will see your lifetime feedback rating and lifetime feedback total ratings in the following format on theOffer Listingspage:
XX% positive. (YYYY total ratings).
Understanding Feedback Manager
The Feedback Manager consists of two tables:
TheFeedback Ratingtable displays your feedback rating for the past 12 months, as well as your percentages and corresponding actual feedback counts for 30 days, 90 days, 365 days , and lifetime.
TheRecent Feedbacktable is ordered by the date when feedback was received and displays actual feedback with associated Order ID and rating.
InRecent Feedback, you can take the following actions:
View feedback comments.
Post a public reply.
Contact customers.
Request removal of incorrect feedback (depending on certain cases ).
If you would like to contact a buyer in regards to an order or a question, you can contact them directly using theBuyer-Seller Messaging Service templates. For more information, seeEmail templates for Buyer-Seller Messaging .
Important:Buyers have 90 days to leave feedback and 60 days to remove it. Amazon will remove feedback only when it meets the criteria specified in our policy. For more information, seeCan Amazon remove buyer feedback?< /p>Incorrect feedback
If a buyer makes a mistake when evaluating and submitting feedback, you cannot edit it, but the buyer can delete it.
If you would like to request feedback removal, you can make a request using the following action in theFeedback Manager:
Go to theFeedback Manager.
In theRecent Feedbacktable, next to theOrder IDyou want to request feedback removal, selectRequest removalunder theActionscolumn.
p>
For more information on our guidelines and policies on feedback removal, seeWhen buyers want to remove feedback.
Article source: Amazon official website