Negative Feedback: What's Your Action Plan?
Hello Sellers,
Let's talk about negative feedback. Negative feedback is a reality of selling on Amazon. We're opening this discussion to understand your approaches to managing it effectively.
đ Share your experiences:
- What steps do you take when receiving negative feedback?
- Have you successfully had negative feedback revised to positive?
- What communication methods have worked best with dissatisfied buyers?
đ Here's an interesting example from our selling community:
A seller recently shared how they immediately contacted a buyer about their return request. Despite leaving an initial negative review, the customer was so impressed with the seller's response that they later added positive feedback specifically praising the customer service received.
What's your experience? What strategies have worked for you?
âšī¸ Please also check"Resolve or respond to customer feedback"for additional information.
Looking forward to your insights.
Negative Feedback: What's Your Action Plan?
Hello Sellers,
Let's talk about negative feedback. Negative feedback is a reality of selling on Amazon. We're opening this discussion to understand your approaches to managing it effectively.
đ Share your experiences:
- What steps do you take when receiving negative feedback?
- Have you successfully had negative feedback revised to positive?
- What communication methods have worked best with dissatisfied buyers?
đ Here's an interesting example from our selling community:
A seller recently shared how they immediately contacted a buyer about their return request. Despite leaving an initial negative review, the customer was so impressed with the seller's response that they later added positive feedback specifically praising the customer service received.
What's your experience? What strategies have worked for you?
âšī¸ Please also check"Resolve or respond to customer feedback"for additional information.
Looking forward to your insights.
0 replies
Seller_iUcF35YSDwxDs
Well, 99% of any negative feedback we get is due to shipping issues (delayed, damaged) product review or something completely random IE "I told you to cancel Prime" is an example of one I had.
Initial action, use feedback manager, which pretty much always says it's a fair review. Then end up having to go back and forth with SS to try and get it removed. It often takes 5-6 messages back and forth with them before they either close it so you can't respond anymore, leaving the review there, or, on the rare occasion, actually strike it through.
Side note: why strike through rather than just remove?
Seller_mxez2L8QjE6WW
Sakura -
you write: "Despite leaving an initial negative review, .......they later added positive feedback". Review and feedback are two separate things. A Review is of a product; Feedback is a critique of the seller's performance.
As far as I am aware, feedback can be removed by the customer, but not changed.
Seller_d8YGbIjNqwFxn
It is virtually impossible to resolve issues with negative feedback from buyers.
Mostly when I get negative feedback I find that I can't message the buyer once the order is completed. I can only send them approved Amazon templates but none of those templates cover asking for more information on the negative feedback.
It would be helpful to be able to contact a customer and ask them for further details about the negative feedback. This is not necessarily to get the feedback removed but to provide good customer service in resolving the customers issue.
I never once on this platform managed to get a buyer to remove or change negative feedback.
On ebay for example I can communicate with buyers, send them a feedback revision form if they agree to change the feedback. I had one yesterday on ebay where someone left me negative feedback but it was meant for someone else, managed to get it revised by the customer in around 15 minutes....on Amazon this just isn't possible. There is a lot to learn from their approach
- What steps do you take when receiving negative feedback?
- Have you successfully had negative feedback revised to positive?
- What communication methods have worked best with dissatisfied buyers?
Seller_gDXUUHqQkYrxC
We have feedback removed very often by seller central support in case of fraud return, calling us scammer which I explained to Amazon that after selling on Amazon for 11 years we are not scammers so it needs to be removed and it is, is not then managing director department will remove it, also Amazon removes feedback for us when I issue a partial refund for used product where buyer expects a full refund stating reason as no longer needed or unauthorised purchase, I explain to Amazon that we are not rental service, we should not be afraid to apply deduction from refund when item is not return in condition as stated in Amazon return policy just to be scared to get a negative feedback and it gets removed by Amazon after our explanation which is only fair and how it should be anyway, we have got 2 removed this week
Seller_D6kjCY0QHVSPC
Hi Sakura, I'm glad you started this thread because I've been waiting for a mod's attention on another thread of mine for 3 weeks(?)
Those buyers can leave feedback against Amazon's own policies but still get away with it.
ORDER ID:206-2767417-6096345 CASE: 11326959692
ORDER ID: 205-4439012-1533164 CASE: 11386921572
The only recommendation I can leave here is that PLEASE IMPROVE FEEDBACK MANAGER BOT since it simply doesn't function as intended unless it is there to fend us sellers off.
Thank you.
