https://vimeo.com/129729125Feedback on Amazon is very different from feedback on Ebay. In general on Amazon, most customers don’t even realize that they are not buying directly from Amazon. Even those customers that do understand that there are people like us selling on Amazon don’t look at feedback like they would for an eBay merchant. Amazon has such a trusted reputation that just by being on Amazon, you get a certain level of implicit trust from the customer. When you use Amazon’s FBA program that trust factor goes up. Many customers will buy from you without ever knowing your feedback.When you first start you want to works towards getting your first feedback- but you can relax knowing feedbacks come with time. In most categories you can only expect 2% of your customers to leave you feedback at all.When selling on Amazon, you really want to keep your feedback above 95%. Since it will take a long time to gather a lot of feedback- it is very important you do everything you can to keep your first 50 feedbacks as positive ones. Feedback is very important on Amazon and plays a role in how often you get the buy box. In order to keep your feedback above 95%, you will need to check in regularly to identify and remove feedback rated 3 and lower. It is ideal to check your feedbacks at least once a week in case there are any that need to be removed.One of the benefits of using FBA is that unless you label or list something incorrectly, your feedback should be easily removed!
There are several reasons that qualify for having feedback removed:
- The use of obscene or vulgar language
- Feedback that comes in the form of a product review (think price, color, size)
- Feedback that includes personal information, such as addresses, email addresses, etc.
- FBA Related Issues (arrived late, broken, bad customer service, etc.)
We have had negative feedbacks removed when the customer complained the price was too high, the item arrive late (FBA), the item arrived broken (FBA), when they didn’t like the product smell, when they were unhappy after talking with Amazon customer service and more!
The real key in keeping your feedback high is to be extra careful when you are prepping items. We make sure everything is check once when the label goes on, once when it is picked to go into the boxes, and one more time before it goes in the box. We make sure at least two people look at everything. It really helps minimize items getting labeled incorrectly!
Remember that the number of feedback doesn’t matter as much on Amazon. After you have 10 feedbacks the “Just Launched” icon is removed from what the buyers see. The only reason to really pursue more feedback after is so that if you do get a negative it doesn’t impact you as much.
We never remove feedback that is a 4 or 5 no matter what they say in it. It takes a lot of 4’s and 5’s to cancel out a negative 1 or 2. If your percentage is low- check out Feedback Five or Feedback Genius. We have never used one- so I can’t really recommend one over the other. At least it gives you a place to start though!
The number one way to ensure good feedback really happens when you list and ship your items to Amazon.
Making sure the product you are listing matches the product page EXACTLY, that it is sold with the right condition (i.e. New Items should be without any shelf wear and never opened), and labeled correctly.