Use Auto Exclusions to Tailor Feedback Solicitation

by Jeanne Croteau

As an Amazon merchant, you already know that, in this industry, you've got to be great at multitasking. It can be time-consuming to solicit feedback so, in a bid to improve efficiency, you’ve started using FeedbackFive. After all, word-of-mouth praise from your happy customers is a powerful way to improve your online reputation and build your brand...but are you using the tool to its full potential?

While feedback is absolutely vital to your business’ success, there will be times when a buyer has had a poor experience. Those comments, right or wrong, can have a serious impact on your sales and could potentially cripple your business. Fortunately, there are ways to exclude these orders from your email campaigns with minimal effort. In this post, learn how to set up auto exclusions in FeedbackFive.

What’s an Auto Exclusion?

FeedbackFive gives you unparalleled control over the information you monitor and how you request feedback from your customers. One feature, the Auto Exclusions setting, is offered on the Pro and Enterprise plans and allows you to exclude certain types of orders from your solicitation efforts.

If you're unsure of what you could potentially exclude, some examples are orders that shipped late or were shipped out of the country and/or Checkout by Amazon orders. Additionally, you can direct FeedbackFive to exclude specific SKUs. From the moment you set these rules, customers whose purchases fall under these categories will not be prompted to provide feedback.

It’s also worth noting that Pro and Enterprise plans automatically skip cancelled orders and those that have received negative feedback.

Getting Set Up

Creating rules within FeedbackFive is easy. Select the Auto Exclusions option in the left navigation and find the General Exclusions tab. From there, you will see three exclusion settings. Toggle the switches to Yes to exclude the desired categories.

You can also work through the SKU Exclusions tab by clicking on Auto Exclusions. After selecting “+Add SKU(s)” a popup will appear, giving you the opportunity to enter specific SKUs by either typing in the information or copying and pasting.

For a more detailed explanation for setting up your exclusions, visit our Help Center page where you will find step-by-step instructions for getting the most out FeedbackFive. Of course, you can always reach out for guidance from our Customer Success team which has a 98% satisfaction rating!

Refunded Orders

If you’ve had to issue a refund, your customer may not have the best things to say about your products or services. It is probably best, therefore, that you avoid this situation whenever possible. Fortunately, FeedbackFive gives you the ability to exclude refunded orders at the campaign level.

Within the tool’s settings, those subscribing to the Pro plan and above will have the option to use the “Send to Refunded Orders?” rule. From there, select “Add Another Rule” from the menu and choose the “NEVER send to refunded orders” option. This rule is also included in the default campaigns.

It’s important to understand that FeedbackFive depends on, Inc. ("Amazon") for refund information and, sometimes, these details aren’t reported until 3 to 10 days after the transaction has taken place. If this happens and you know that you want to exclude a refunded order immediately, you can manually mark it as Do Not Solicit on the My Orders page, by selecting “Exclude it by Email” or by inputting the order number of Amazon email address into the “Bulk Exclude” function.

About FeedbackFive

FeedbackFive is an industry-leading feedback management tool that has been used by Amazon sellers since 2009. In fact, we invented the process! After working closely with subscribers for nearly a decade, we understand the dynamics of the Amazon marketplace. For this reason, we offer different plans to meet merchants’ unique needs.

You can accomplish a lot with the Free and Basic plans but at the Pro and Enteprise levels, you will gain access to options relating to exclusions and so much more.

We’ve helped Amazon sellers collect more than 50 million positive feedbacks in less than a decade. Will you be next? Try our risk-free 14-day trial today!

Originally published on May 17, 2018, updated May 30, 2019

This post is accurate as of the date of publication. Some features and information may have changed due to product updates or Amazon policy changes.