Amazon confusion with "Voice of the Customer" - Where do the comments come from?
We use Amazon to bubblewrap and label our products before storing and distributing through FBA.
We have four items marked red as “Poor” in the “Voice of the Customer” (VOC) page; all of the comments relate to the fact that the item were broken in transit and many say because of poor packaging.
I therefore opened a case with Amazon to ask them to assess the packaging and box the items in future. We have done this previously with items which are particularly fragile.
SS are asking for order IDs so they can look at the feedback; which are not given on the VOC page. I send SS a screen shot of the page but still they ask for Order IDs! Looking back at the sales of the items myself; checking every piece of seller feedback and item feedback, these are not feedback.
So I don’t know, and SS don’t know where these comments are coming from. Anyone else know?
Amazon confusion with "Voice of the Customer" - Where do the comments come from?
We use Amazon to bubblewrap and label our products before storing and distributing through FBA.
We have four items marked red as “Poor” in the “Voice of the Customer” (VOC) page; all of the comments relate to the fact that the item were broken in transit and many say because of poor packaging.
I therefore opened a case with Amazon to ask them to assess the packaging and box the items in future. We have done this previously with items which are particularly fragile.
SS are asking for order IDs so they can look at the feedback; which are not given on the VOC page. I send SS a screen shot of the page but still they ask for Order IDs! Looking back at the sales of the items myself; checking every piece of seller feedback and item feedback, these are not feedback.
So I don’t know, and SS don’t know where these comments are coming from. Anyone else know?
3 replies
Seller_KKcTTZzy6Jd6Q
I believe these commends are written by Customer Support when a customer contacts them directly.
Seller_f5cnodyVjLD4S
I agree with Clearanceshed, this is what I understood to be the case too.
The VOC metrics are gathered not just by Product Reviews, seller feedback comments and the messaging system but also from complaints made to Amazon Customer Services. This can be by phone or e-mail by the buyer, being FBA, Customer Services will deal with any buyer issues and aftercare directly.
What the buyer reports is noted, taken down and can be used in (VOC) evidence against you!
Seller_xXyZP9SNZrFBm
Thank you both for the replies; I will now seek to train the Amazon SS team as to where this information is from!!
