Using FeedbackFive’s Exclusion Rules
by Jonathan Tombes, on March 27, 2013
Exclusions Can Close the Door on Negative Feedback
At FeedbackFive, we believe in feedback. The Amazon sellers using our software have made it easy for millions of Amazon buyers to pay compliments to seller storefronts. Our automatic feedback solicitation service operates on the premise that additional feedback will boost your seller reputation. But there are exceptions.
What We Exclude
FeedbackFive refrains from requesting feedback in certain cases. As a standard feature of our Pro and above plans, we exclude cancelled orders from all feedback solicitations. Of course, we also automatically exclude any buyer who has unsubscribed (via a link at the bottom of the solicitation email) to any future email communications.
We also give all FeedbackFive subscribers the ability to exclude specific orders manually. All FeedbackFive subscribers at the Pro and above plans have the additional option of automatically excluding orders.
Manual and Automatic Exclusions
Good candidates for manual exclusion are orders where customers have asked for a refund or called or emailed a complaint (once or repeatedly). Individual exclusions may be made by marking the order as “Do Not Solicit” by placing a checkmark in the corresponding column. For bulk exclusions, simply go to the Pending Emails tab and exclude by order number or email.
As for automatically excluding, all FeedbackFive subscribers at the Pro, Premium, Ultra and Enterprise plans have the option of doing so based on these three categories:
- SKU – A particular product may be generating a large number of complaints. If you continue selling the item, you may want to avoid encouraging feedback for related transactions.
- Lateness – There is good reason to exclude orders that you know were not delivered on time. A buyer is likely to blame you, whether you are or are not the cause of the tardiness.
- Foreign status – If you are shipping products overseas, you may be encountering obstacles to timeliness over which you have no control: customs, language, sheer distance, etc.
To set up exclusions by these three categories, just go to the Auto Exclusions tab and click the appropriate buttons (“Exclude late orders from solicitation?” and “Exclude non-US orders from solicitation?”) or enter the SKU(s) you wish to exclude. If you do not yet enjoy this functionality, consider upgrading your service to the Pro or above plans.
If you are running your business well, most of your customers are satisfied, and many will leave positive feedback if you ask and make it easy for them to do so. Follow the tips described here to manually or automatically exclude certain orders to close the door on the possibility of any negative feedback.