Voice of the Customer is Unfair and Inaccurate
One of my handmade products has been placed in the POOR category only hours after receiving a message from my customer to say that one of the earring backs had broken. I responded instantly and although the customer was kindly wanting to make another purchase, I stated that it was my responsibility and I would replace the pair of earrings, and so I sent them out on the same day.
Why, even when the situation has been resolved to the customer's satisfaction, has a poor rating been put on this product? It doesn't mean that the product is faulty , we don't know how it got broken in the first place. As far as I am concerned this conversation was with me and MY customer, and I rectified the situation, so how have Amazon become involved? If they are monitoring messages then why are they only acting on the negative and not the positive outcomes?
This isn't right. It's the second time it's happened since I've had my shop where I've replaced without question so surely the poor rating shouldn't stand. I haven't sold a single pair of those since that happened so I am assuming that this listing will now get stifled, so I'll have no chance of selling any more in order to lift this restriction :/
@Julia_Amazon@Simon_Amazon@Winston_Amazon@Sarah_Amzn@Spencer_Amazon @Sakura_Amazon_
Voice of the Customer is Unfair and Inaccurate
One of my handmade products has been placed in the POOR category only hours after receiving a message from my customer to say that one of the earring backs had broken. I responded instantly and although the customer was kindly wanting to make another purchase, I stated that it was my responsibility and I would replace the pair of earrings, and so I sent them out on the same day.
Why, even when the situation has been resolved to the customer's satisfaction, has a poor rating been put on this product? It doesn't mean that the product is faulty , we don't know how it got broken in the first place. As far as I am concerned this conversation was with me and MY customer, and I rectified the situation, so how have Amazon become involved? If they are monitoring messages then why are they only acting on the negative and not the positive outcomes?
This isn't right. It's the second time it's happened since I've had my shop where I've replaced without question so surely the poor rating shouldn't stand. I haven't sold a single pair of those since that happened so I am assuming that this listing will now get stifled, so I'll have no chance of selling any more in order to lift this restriction :/
@Julia_Amazon@Simon_Amazon@Winston_Amazon@Sarah_Amzn@Spencer_Amazon @Sakura_Amazon_
33 replies
Seller_0L2wIKRLuFYXz
I wouldn't get too hung up on the voice of customer. Only you see that info. I did have one listing deactivated but it had 3 issues on so I resolved it but generally I have a few with poor though not even my fault and listing fine, sales not impacted etc but I agree it's not the best thing amazon invented. I had one today where on my listing it says "item is small" and customer left feedback saying " Item is small" so it went as poor on voice of the customer............ Really
Seller_4APBF8EbUfCq9
1000% agree and they can only be gathering the information from messages as I had an item arrive broken, customer messaged me i immediately resent and a very happy customer marked as poor no return no refund for this product. even left a review,
Seller_l9DWGFvAaJQ2I
I've had very similar - a customer used a return reason of 'not fit for purpose' just to get free returns, this is now against the product on Voice of the customer and I hardly sell any now. Very annoying, the customer's false/inaccurate statement is taken as gospel, and the seller on the receiving end gets put on the naughty step with recommendations to improve the listing and not to make any false claims about the product, and to clearly mark its limitations!
Seller_Fg2fqaWOnEtha
it's all pointless, I don't even read them anymore. When the voice of the customer is "my friend doesn't like vanilla, he wants musk", "I thought I could eat it" and "the plug is not the same colour as the lamp". (The lamp is brown and I don't remember seeing that many brown plugs), I don't get much useful information anyway.
Seller_AVteysPitiEJq
I get 'poor' on silly things like too small or too big when the size is in the title. I also get a few when they buyer has decided the colour doesn't match for them.
My favourite was a comment about their one year purchasing. Use them for reference for return reasons other than that - ignore
Seller_19xPhE8YgkmxW
Hello LovesVintage43,
I had a book recently damaged in the post. The customer alerted me to the problem, returned the book, was refunded in full and gave me a 5* feedback for a prompt and professional resolution.
I made a claim on Royal Mail for the damage and was recompensed for the book.
NOW I find I have a 'very poor' on Voice of the Customer (the only one!) because the customer advised through messaging "Item looks like it has been dragged along the floor by carrier"
BUT the book was sent via Amazon's Buy Shipping...
If that comment had been given in Feedback, I could have it struck through - as it's been picked up by BOTS scanning through Messages, I get a 'VERY POOR' rating, with no resolution
If appropriate Feedback gets a strike-through, so should Voice of the Customer!
All Best
Brian
Seller_j7FL9FQqtBlrs
So glad it is not just me that thinks this! It is hard not to get hung up on it when I can see sales decrease as a result. Most of mine are 'item to small/too big' when the size including the measurements are on the listing...
Seller_IueLYzgVB31T0
Like most of the information captured & displayed / used to judge sellers it is beyond flawed.
Feedback - I get less than 1% feedback, but obviously more people take the time to leave negative than positive, so feedback can very quickly look really terrible.
Product reviews - again more people leave negative than positive, and now made even worse by being able to leave a "rating" without comment - what use is that to anyone?
Add voice of the customer to that - I think almost all of my returns have "Item defective or doesn’t work" selected - just so the customer gets a free return. This then has a negative impact on sales & Amazon encourage me to "improve my listing"... How do I stop my customers choosing the wrong return reason?
The joys.
Seller_EkGoiphKgUnUI
This "voice of the customer" is complete nonsense. Ive seen one ASIN before with two complaints, one saying it was to large and the other saying too small... Every time ive tried to glean some sort of useful information from it as to product returns etc, its been completely pointles looking there and the returns data is pointless too. FCs put things as Defective or customer damaged without having to put any notes as to why they came to that conclusion, and customer returns rarely have any actual comment just a stock entry
