How FeedbackFive Can Keep You Compliant

by Colleen Quattlebaum

Getting suspended by Amazon is a seller's worst nightmare come true.

With so many rules and community guidelines to keep track of, maintaining compliance with Amazon can seem overwhelming - if not impossible.

FeedbackFive, a top-rated tool from eComEngine, can be invaluable for staying in compliance with Amazon feedback rules. Here's how.

Gain Full Control of Customer Engagement

Amazon.com, Inc. ("Amazon") allows third-party merchants to solicit for both feedback and reviews. Along with this opportunity comes great responsibility for sellers. Amazon does not permit an "anything goes" approach to solicitation. In fact, there are many activities and actions that are strictly prohibited. The prudent merchant takes time to understand these rules and act in accordance.

Unfortunately, you're running an incredibly fast-paced business. New competitors pop up each day. Buy Box prices fluctuate within minutes. Customers make buying decisions only seconds after finding your listings on the Amazon marketplace. To retain the Buy Box and protect your margins, you and your team must constantly make split-second decisions. Analyzing each outbound feedback solicitation for compliance just isn't feasible - especially if you're manually soliciting.

FeedbackFive structures your approach to compliance, allowing you to build standardized templates and campaigns. Need a slightly different message for soliciting reviews? Want to send two different feedback solicitations for each order? No problem. Craft your content for each situation, create your templates and link them to a logic-based campaign. Before enabling your campaigns, review each email template to ensure they're following Amazon's guidelines. Once enabled, you'll rest easy knowing that each message is carefully crafted for both conversions and compliance.

If Amazon ever changes one of its policies (which it has been known to do), just edit your template and get back to work. No more sleepless nights, worrying about compliance. Your FeedbackFive templates help you comply faster - with much less effort.

Respect the Wishes of Opted-Out Buyers

As you may have heard, Amazon now allows buyers to opt out of certain unsolicited messages. This includes unsolicited messages from sellers. Although most Amazon shoppers have not opted out, some merchants are still trying to figure out the best way to respect the wishes of opted-out buyers.

FeedbackFive lets sellers automatically deal with opt-out notifications from Amazon. Just forward the email to optout@mail.feedbackfive.com, and FeedbackFive will make sure that buyer never receives another solicitation from you again. We proactively help you bypass the solicitation of opted-out buyers, thereby minimizing the number of opt-out notices you'll receive from Amazon. This is good for the customer, good for Amazon, and even better for your stress levels.

Take Swift Action on Negative Feedback

Negative feedback happens. Even the most customer-centric merchants will occasionally receive poor ratings.

When negative feedback occurs, you essentially have two options:

  1. Do nothing
  2. Try to solve the customer's issue (and then request removal)

Negative feedback not only impacts your public feedback rating, but it can also create unnecessary friction with Amazon. For these reasons, many sellers take a proactive approach to negative feedback.

FeedbackFive is the perfect solution for the action-oriented merchant. Within moments of receiving a negative feedback, our software can alert you via text and/or email. In our experience, swift action increases the seller's likelihood of successfully addressing the customer's concern. Once solved, FeedbackFive can be used to send a feedback removal request. Each order's feedback rating is securely tracked in FeedbackFive, which makes it easier to know which transactions still require your attention.

You can also use FeedbackFive to alert Amazon of feedback that violates the community guidelines. With a few clicks, you can be well on your way to a successful removal.

Partner with the Best

Your Amazon seller account is a very valuable asset for your eCommerce business. If you're thinking about using an automated solicitation tool, I would encourage you to consider FeedbackFive. We've been doing this a really long time (since 2009 to be exact), and we keep a very close eye on Amazon's rules and guidelines. We don't push the envelope, and we avoid developing features that could get you in trouble.

Ready to try FeedbackFive? Get started risk-free today.

Originally published on August 15, 2017, updated August 12, 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.

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