Feedback Report

Merchant feedback is a critical metric for merchants for the following reasons:

• It is the mechanism for merchants to build their reputations.
• It is the best way for buyers to identify great merchants.
• It is a gauge of overall buyer satisfaction.
• It is one of the metrics regularly reviewed by Amazon.

Therefore, it is an excellent practice for you to regularly review your feedback. Good feedback can help you to see where you're doing things right, and bad feedback is a great tool for identifying where you're slipping. You can also use your bad feedback as a starting point for researching the root cause behind each negative feedback and addressing those problems. Rather than seeing bad feedback as only negative, consider that your customer is giving you a chance to know where you went wrong, instead of just remaining silent and letting you make the same mistakes again.

Buyers rate you, the merchant, using the star rating system, from 5 stars (best) to 1 star (worst):

• Positive feedback: 5 or 4 stars
• Neutral feedback: 3 stars
• Negative Feedback: 2 or 1 stars

We calculate your feedback score using the following methodology:

SUM (positive feedback) / SUM (all feedback) for feedback left in the last 30, 90, 365 days and lifetime.

For example, suppose you have the following feedback scores:

Add up the 5s and 4s = 90

Add up the total of all

feedback (5s - 1s) = 100

Divide positive feedback by all feedback to get a feedback score of 90.0%.

View your feedback

1. On the Reports tab, click on Feedback. The Feedback Manager page will appear. You can review your most current feedback on the first page or review earlier feedback (if any) by paging through the content.

The value of feedback

Feedback is an important measure of buyer satisfaction. We encourage buyers to leave feedback so we can track satisfaction as well as merchant performance.

Buyers can submit one feedback response for each transaction when they see the Rate Your Seller link under Your Account. We send a feedback reminder e-mail thirty days after the order date to remind buyers to leave feedback. Buyers can remove feedback for any transaction up to 60 days after the date that they submitted their feedback. After that 60 day period, feedback is permanent and cannot be removed. Note that you, the merchant, cannot remove buyer feedback, although you can respond to feedback to present your own side of the story.

Sometimes buyers make a mistake in how they evaluate a merchant. However, once feedback has been submitted, it cannot be edited, even if the rating or the comment are inaccurate. If buyers submit feedback and then want to retract it, the only solution is for them to remove the feedback ratings and any associated comments.

Asking buyers to remove negative feedback

After merchants address the concerns of buyers, they can request that buyers remove feedback. This means that buyers can reward merchants who address the buyers' problems.

If you feel that you have done everything that you can do to address a problem, you can then politely ask buyers if they would feel comfortable removing the negative feedback for that transaction.

You can direct your buyers to remove feedback by asking them to follow these steps:

1. Open the Amazon Payments website at https://payments.amazon.co.uk and then click on Overview. The Overview page will appear.
2. Under the Account Activity section, scroll to find the order and then click on the Order ID. A list of orders will appear.
3. Scroll to the Feedback section. A Remove link will appear on the right side of the order.
4. Click on Remove. The Remove Feedback page will appear.
5. On the Remove Feedback page, click on Confirm. The feedback will be removed.

Responding to feedback

You can leave one response to each piece of buyer feedback that you receive. Your response will be displayed 'inline' below the buyer's feedback comment. There is no time limit on responding to feedback.

Here's where you can go to if you want to leave a response:

• In Seller Central, using the Feedback Manager.

If you haven't yet replied to a piece of feedback, a Respond button will appear in the Comments column for the customer feedback.

Leave your own feedback

1. Find the feedback to which you want to respond.
2. Click on the Respond button. The Respond to Feedback page will appear.
3. Enter your response. When replying to negative feedback, explain your own side of things. Keep your comments brief and professional, even if the buyer comment is not courteous. Replying in a similar manner can backfire and reflect badly on you. Remember, your response is visible to all your customers and potential customers – a negative response to feedback can affect their decision to purchase from you.
4. Click on Submit to enter your response. After you submit your response, you can delete it, but you cannot edit it.

Remove your feedback response

1. In the Feedback Manager, find the comment that you want to remove.
2. Click on Remove Response. The Remove a Response page will appear.
3. Click on Remove your response.