Voice of the customer
if a customer is choosing the wrong return reason, on voice of the customer it lists the item as very poor. For instance, we recently had a customer say we shipped the wrong size. We did not ship the wrong size, we are able to prove we didn’t - yet the item is still listed as very poor.
And too large or too small has nothing to do with the actual item. A customer is returning the item bc it is too big or too small for them. Why are we penalized for that?
Voice of the customer
if a customer is choosing the wrong return reason, on voice of the customer it lists the item as very poor. For instance, we recently had a customer say we shipped the wrong size. We did not ship the wrong size, we are able to prove we didn’t - yet the item is still listed as very poor.
And too large or too small has nothing to do with the actual item. A customer is returning the item bc it is too big or too small for them. Why are we penalized for that?
16 replies
Seller_OvL8C4BJWiuS9
Amazon will tell you that you are not "penalized" because it doesn't affect your metrics. I have brought this up before, because there is no way for the seller to argue, reply...
Seller_qTJiCxRI8PpIZ
It's quite annoying. I've had this issue as well. Customer complained that the description was incorrect even though it was not and I had pictures to back it up. Still, the one VOC nearly got my dang account suspended because customers so rarely leave reviews.
Seller_C2NiEkAU4xTGT
We sell books and we have had so many crazy reasons given for poor VOC experience.
*Cookbooks that did not have recipes that the buyer liked. *Bibles that were too heavy, *buyer did not like the color of the Bible cover, *the print of a book was too small, *a picture book that was clearly stated as a "Picture Book' but for some reason the buyer thought it was a chapter book... I could go on and on.
Amazon comes up with the most useless metrics it is mind blowing.
Seller_w6aLwkKdfu3L0
You can essentially ignore it. It's kinda vague at this point BUT should 1 item have a lot of returns you should think about either dropping it as something you sell or if it is something you private labeled and brand registered then to update and clarify the offer to reduce the returns.
Joey_Amazon
Hello @Seller_69s3kxDSyggVm,
Thank you for posting here at the forums and bringing this to our attention.
I will be sure to share your sentiment towards 'Voice of the Customer' with the appropriate team.
Thanks
Joey
Seller_NaffGpwcLYP2C
This tool should be called VOICE OF THE LIAR , remorse runs there.
Seller_4rRNixveclWuI
My dream is to one day never need to sell on Amazon ever again. I also NEVER purchase from them
Seller_KcEtz9Bkb8qhY
Similar issue over here.. we have many listings, with the remarks as POOR... they are all incorrect return reasons... such as "the color did not match my sofa" .. or "did not like the color" ... "color was not the same as the COMPUTER"
Now we sell samples for 4$ and free shipping, and encourage customrs to buy a sample prior to spending 100'$ on fabric rolls... our average order is aroudn 150$, and costly to ship.. so preventing returns is a priority.... As returned fabric takes up shelf space, and basically not saleable unless you get an EXACT order size... SO THAT BEING SAID,
the voice of the customer is a stupid metric, with garbage input data.... this as our ITEM's are not poor, the customer simply screwed up, didn't or a sample, or just dumb and inconsiderate... a few of our listings were closed due to POOR, as people returned a SAMPLE a few times, and looked like it was defective.. people are CRAZY cheap..
Seller_mNkh7ooK0zj3u
Many buyers are actually failed sellers. Since Amazon's policy is so biased towards buyers, why not take advantage of it?
Seller_LTNvvFJ2jqJOv
@KJ_Amazon @Seller_69s3kxDSyggVm I just had a similar problem with an item. Customer marked inaccurate website description, and stated I "thought" it was metal and not rubber. However the very first bullet point says "High quality PVC rubber.."
How are we supposed to be protected against buyers that don't bother to read any type of description, then make false claims?
There also needs to be an appeal system for this, or just STOP using it until it is fixed.
