It’s the first half of your five-year-old’s soccer game and your smartphone unexpectedly buzzes in your pocket. When you take it out to see what’s going on, you get a sinking feeling. The message is from a customer, and she is not happy. It turns out that you accidentally shipped the wrong board game to a customer in Wyoming. Now, she’s concerned her daughter’s eleventh birthday is ruined. She really wanted that game.
You have your trusty FeedbackFive account set to automatically solicit feedback from Amazon customers. But you won’t be home for a few more hours, and you certainly don’t want to ask for feedback on this order.
What should you do?
Our “Exclude Orders By Email” feature is exactly what you need. Let’s take a look at how it works.
Introducing “Exclude Orders by Email”
FeedbackFive users now have the ability to mark an order or a group of orders as “Do Not Solicit” simply by sending an email to FeedbackFive. Sellers who are on the go can quickly send an email to FeedbackFive using this structure: (firstname.lastname@example.org)
This will tell FeedbackFive to exclude that order number from any solicitation. You can learn more here and here.
Your email should include a valid Order Number or Buyer’s Amazon email address (email@example.com) in the header, subject or body of the message.
If the email includes an order number, that specific order will be marked “Do Not Solicit.”
If the email contains a buyer’s Amazon email address, any order that buyer has made in the past two weeks will be marked “Do Not Solicit.”
Emails may contain multiple order numbers and Amazon email addresses; FeedbackFive will process them all.
Reduce Friction & Preserve Your Reputation
When you make a mistake (like sending a board game to the wrong state), there’s no reason to send a feedback solicitation. In fact, in this circumstance it would be embarrassing for you and annoying for your already frustrated client, increasing your likelihood of receiving negative feedback about an issue you are already aware of.
It makes sense to avoid soliciting feedback in this scenario. It’s super easy to stop solicitation from any web-enabled device and inbox. Of course, you also still have the option to manually mark orders as “Do Not Solicit” on the My Orders page in FeedbackFive.
Try It Today
Current FeedbackFive users can access this enhancement by upgrading to a Pro or above plan level. Being proactive in your customer relations can help you continue building your successful business. Log in here to adjust your plan level.
Originally published on July 15, 2016, updated May 2, 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.