Originally published on January 17, 2018, updated June 17, 2020
Prime Day is over, the summer is rushing to a close, and the busy Q4 holiday season is approaching. How does your seller reputation impact your future success? What can you do now to prep your Amazon business for Q4?
Colleen and Liz from eComEngine joined the experts at Feedvisor to discuss how to proactively manage your seller reputation to maximize visibility on the Amazon marketplace.
You can watch the webinar above or check out the show notes below for the recap and a full transcript.
Did you know that 61% of customers read online reviews before making a purchase decision and that 88% of customers trust online reviews as much as personal recommendations? As an Amazon seller, you simply can’t overestimate the power of positive ratings and reviews.
In this webinar from Feedvisor's "Ask the Amazon Experts" series, eComEngine’s Colleen Quattlebaum and Liz Fickenscher shared insight on the importance of seller reputation during Q4’s busy, high-volume holiday season. Be sure to check out the video for more tips and strategies for how you can set your brand up for success. In the meantime, here are some highlights.
Amazon’s goal has been clear since day one — they want to be “the Earth’s most customer-centric company.” As a seller, your overall goal is to align with this mission as much as possible, especially when making decisions when choosing products and creating listings. This improves customer experience while simultaneously improving your reputation.
Feedvisor’s Andrew McGonnigle explained that, while factors such as competitive pricing and fulfillment method have a greater impact on winning the Buy Box, feedback score does matter. It’s important to keep in mind, however, that having positive feedback a year ago does not guarantee success since Amazon more heavily weights recent scores.
At the same time, “a more established seller might have great ratings and a newer seller might also have great ratings, but the one with a longer history and a lot of feedback is going to be at an advantage because they have an established track record,” McGonnigle said.
During a busy period like Q4, great ratings can help you stand out from the competition. Meanwhile, negative ratings can cause significant damage to your sales. It’s important to make sure that your reputation management strategy aligns with your sales strategy.
Fickenscher advised, “Think about your sales. Forecast which products are going to be your biggest holiday sellers, the most profitable ones. Make note of items that are easily damaged or will face a lot of competition. You want to pick the products that you think are going to get great reviews.”
Additionally, it’s important to address negative reviews as soon as possible in order to improve customer experience and protect your reputation. One of the easiest ways to stay on top of this is to receive alerts. When you become aware of a customer’s dissatisfaction, act on it immediately.
Whether you’re a seller or an Amazon customer, you’re probably aware that the online retailer has two seasons — Prime Day and Q4. As soon as Prime Day is over, it’s time to start preparing for the massive holiday push.
Quattlebaum explained that this is the time to start monitoring reviews for products that you already sell and those you are considering selling. This includes holiday and season items. To keep track of everything, you can use spreadsheets or hire someone to help, but you can also use a tool like FeedbackFive which offers automated product monitoring.
This is also an opportunity to optimize listings and reword product descriptions so that customers have a better idea of what to expect when they order. Stay on top of inventory management to avoid running out of stock and closely monitor your supply chain since this is a busy time for everyone.
Understand that hiccups are common during Q4. Have a plan of action for addressing problems and responding to negative feedback. Create standardized (but personal!) email templates to avoid unintentionally saying something to customers that could hurt your business. Most importantly, follow Amazon policies to remain compliant and avoid suspension.
When it’s all over, be sure to celebrate your success with your team! It’s okay to have a little fun after working so hard. Share the positive and learn from the negative. Then, come back even stronger next year!
Andrew: All right, everyone. Thank you again for joining us for today's webinar. Really excited to have you all here today. It looks like we've got a great turnout. So I appreciate you all making some time to join us today for this webinar.
Andrew: Again, we're going to be discussing, Preparing for Q4, Why Reputation Matters. So specifically focused on reputation management for your Amazon store. And today's webinar is brought to you by obviously Feedvisor, as well as our good friends at eComEngine. So we're going to go ahead and get started right into the presentation.
Andrew: So the agenda for today, I'm going to start off by talking about reputation and conversion. So what does reputation matter for the Buy Box, for all of you competitive sellers out there. And as well as reputation and its impact on private label sellers, because there's definitely some huge impacts there for those types of sellers. Next, I'm going to pass it over to our friends over at eComEngine, and they're going to discuss the impact of reputation on your holiday sales. And then how you can use, start building out a process for reputation management for Q4. And lastly, we'll wrap up with some Q&A. So throughout this presentation, please feel free to drop your questions into the questions tab, directly in GoToWebinar. If anything pressing comes up, we'll be able to make time throughout the presentation. But for the most part, we're going to hold those questions until the end of the presentation. But feel free to ask those as we go along and we'll get to as many questions as possible throughout the session.
Andrew: So I'm really excited to have, obviously myself here today. My name is Andrew McGonigle. I'm on the marketing team here at Feedvisor. And I'm joined by two awesome members of the eComEngine team, Colleen and Liz. They've got some great presentations here for you today. They're both going to be presenting. So really excited to welcome them to the presentation. So Liz and Colleen, if you want to just say hi to the audience really quickly.
Colleen: Hello, everybody. Great to be here.
Andrew: All right.
Liz: Thanks for such a nice introduction, Andrew. We're excited to get started.
Andrew: Of course. Anytime. All right. So before we dive into the meat of the presentation, I just wanted to give you guys a little bit more information about Feedvisor for those of you who are just hearing about us for the first time. So here at Feedvisor, we're really focused on driving profit and sales for top sellers on Amazon.
Andrew: So we do that through our world-class algorithmic repricer, the top class repricer on the market. As well as our in depth reporting dashboards and revenue intelligence. We're also built out with a team of internal Amazon experts who really function as an extension of your business to help you meet those top level goals for your overall business, as well as getting down into the detail level and optimizing each individual SKU to fit your needs.
Andrew: So really quickly, I'm just going to drop in a poll for those of you who are interested in learning a little bit more about Feedvisor. I'd love to have one of our Amazon experts follow up with you after this session and talk to you about how we're able to help your business grow on Amazon. This is a great opportunity, while we don't necessarily focus on reputation specifically, we are the experts in repricing and reporting and in Amazon in general. So we'd love to work with you and show you the software that we have available for you. So I'm just going to leave that open for just a few more seconds here, let you guys fill that out.
Andrew: All right.
Andrew: All right. So I'm going to go ahead and move on with the presentation. So we've got some big, huge statistics here with some large letters. So 61% of customers read online reviews before making a purchase decision. And 88% of consumers trust online reviews as much as personal recommendations. So these are, I think these are data points that we all think about and know anecdotally. I know personally when I shop online or if I shop on Amazon, reviews and product ratings and seller's ratings are something that I always check because I've come to trust it specifically on Amazon. And reviews of have been able to breed a level of consumer confidence. Well, negative reviews encourage some skepticism. So it's obviously critical. It's something that we all are aware of, but it's come to mean a lot on Amazon.
Andrew: And with an established marketplace like Amazon, it's a critical part of the customer's decision making process. And ultimately if you're choosing between two products or two sellers, that feedback, those reviews can ultimately be the final data point that somebody considers before making that purchase. So that's why it's so critical. And that's why we're so excited to talk to you guys today about reputation management. And Amazon has really capitalized on this, and rightfully so, considering this is mission of the company's from day one. They've always set out to be the most customer centric company in the world. And as sellers, I think we're all aware that they certainly acted upon it. Over the past few years they've taken steps to improve that mission even further, eliminating compensated reviews and just overall ensuring a fair, more helpful system for customers.
Andrew: And because Amazon cares mostly about the customer and their experience, that's something we as sellers need to take into account as we make decisions, and as we sell products, and improve our listings, and all of that sort of thing. So the overall goals for sellers should be to align with this priority that Amazon established as much as possible.
Andrew: So getting into some more tactical stuff here. So feedback score, the important distinction to make here is that the seller feedback is about the seller and the overall purchasing experience, while customer reviews are about the product itself. And your seller feedback score plays a contributing, but not necessarily a leading role in whether you win the Buy Box. There's some more important data points there, like price and fulfillment method. But this is obviously one of the major factors that goes into whether or not a competitive seller may win the Buy Box.
Andrew: It consists of all of the feedback that a seller receives from customers and is grouped by a few different time periods. So the last 30 days, 90 days, year, and then lifetime. And obviously the most recent feedback has the greatest impact on your ability to win the Buy Box. Which makes a lot of sense because an older seller might rack up a ton of positive feedback a year ago, but maybe their overall deliverability and customer experience has declined recently. So Amazon more heavily weights those recent scores.
Andrew: And next we have feedback count. So the amount of reviews and ratings that you receive as a seller, again, it plays a contributing, but not necessarily a leading role in whether or not you win the Buy Box. And this is really important because it factors in comparing sellers with different histories. So, like I said, a more established seller may have great ratings while a newer seller may also have great ratings. But the seller with the longer history and a lot of feedback with similar ratings is going to be at the advantage because they have a little bit more established track record. And just in general, more reviews, assuming that they're positive and all things are the same when you compare all other Buy Box metrics. So I'm assuming all other Buy Box metrics are equal, a seller with more reviews will win the Buy Box versus one with less. That's obviously an edge case. There's very few scenarios where you have identical scores across the board with another seller, but if it's a close situation there, then the more reviews are going to win out.
Andrew: Moving on to private label for a second, because we did talk a lot about competitive sellers and the Buy Box. And I know a lot of our customers and a lot of sellers are out there are shifting more into the private label side of things. We just wanted to cover a few tips and tricks for seller reputation and how that can impact private label sellers. So, first of all, driving SEO, so reviews on your own private label products can be a great source for actually driving SEO. Because more reviews brings more content and more keywords to your pages, which can ultimately increase the likelihood that those keywords and long tail phrases will appear naturally on your listing. So Amazon's SEO will be able to see those keywords and can ultimately bump your listing up to increase traffic.
Andrew: Next is registering your trademark. So this is important to just legitimize the overall brand, and carve out a distinct presence, and your overall perception on Amazon. Next, and this is often one of the more obvious suggestions here, but it is really important to call out. Selling high quality products, especially when you're just starting out on Amazon is critical because that can start to build up your reputation as a high quality seller. So selling great, or at least decent, products will make it easier to garner good reviews and minimize returns. Obviously, terrible products are more likely to garner the opposite type of interactions.
Andrew: Next, polishing your brand. So people are more likely to trust a brand with great product images, good listings, and obviously positive reviews. And it's important to stand out and to have an accurate perception of the products that you're selling. So making sure that your brand is polished and that your pages are accurate is absolutely critical. And then lastly the pricing and fulfillment experience is obviously very, very important. So pricing products competitively, and filling orders on time, and within the margin of expectations, it's critical to do this, whether it's through drop shipping or through FBA. And goal here should obviously be to always be well beyond competent and offering a great, great experience.
Andrew: And there's actually a lot more here that Colleen and Liz are going to be touching on. So I'm going to go ahead and pass it over to Liz. Who's going to take over the presentation from here. So Liz, if you want to go ahead and take it away as I swap controls. I think you can go ahead and share your screen, and we should be good to go.
Liz: All right. Thank you, Andrew. That was great information. Can everybody hear me okay? Great. So seller feedback and product reviews are important components of your overall Amazon seller reputation. And great ratings can help you stand out from the crowd during a busy sales period, like Quarter Four, and that's what we're here to talk about. As you know, negative ratings can cause significant damage to your sales. So I want to dig a little bit deeper into how to think about your actual product reviews or customer reviews as you approach Quarter Four. And then Coleen is going to take you through a proven reputation management strategy to help you stay focused and profitable. So I present you with a Venn diagram, as I do as often as possible, that shows you how your reputation management strategy should align with your sales strategy.
Liz: So when you think about your sales, you forecast which products are going to be your biggest holiday sellers, the most profitable ones. You probably know that you have some risky items, whether they're new or they're fragile, they might break in transit, or maybe the item has a lot of competition. So that completely aligns with your reputation. So as you approach the holiday season, you have to take time to think about which products you expect to get great reviews. And then don't be caught off guard if one of your top sellers gets a poor review.
Liz: And more importantly, which products do you expect to get some negative reviews? What can you do to be prepared for those negative reviews and even minimize the risk for them? So if it's a fragile item, for instance, take a look at the packaging, review the listings, and ensure the products are described properly to avoid any confusion. because that can cause returns, which causes bad reviews. So the bottom line is to let your reviews provide the important intel about your products that will help you achieve more sales in the busiest time of the year.
Liz: Sorry. New and seasonal inventory presents risks. So, both for resellers and for private label sellers, resellers as you get busier, your suppliers get busier too. And it's important to make sure you have your supply chain running smoothly to avoid inventory problems like out of stocks. Make sure packaging is up to snuff despite the rush. We talk about inventory a lot at eComEngine. And then for private label, I mean, you guys are similar to resellers in that you have to make sure your manufacturers or suppliers are prepared, whether you have items with a long lead time and you need things shipped like yesterday or if you anticipate needing more inventory before the holiday rush is over. And additionally, you have to make sure you have quality control in place to make sure your products are okay. Haste can make a lot of waste for the private label seller.
Liz: And reviews can impact your return rate. There's a relationship between the two. Negative reviews are signs of potential returns. So make sure you get alerts. That's one of the easiest things in the world, is to just get an alert when you get a negative or a neutral product review. Whether you have two ASINs or 2000 ASINs, it's much easier to manage your product reviews if you act quickly. And the key to acting quickly is to read the review right after you get it, to make sure there's nothing you need to do in terms of your product, the packaging, there's something wrong with it, there's something sharp on it. Because I'm thinking that Amazon can suspend an ASIN if you have too many negative reviews. I was recently at the Boost Conference in New Orleans. As you guys know, it was really hot, but the session on managing returns was really informative and I learned a lot during that.
Liz: While Amazon is doing things to help your rate of return by showing you why returns are happening on the new manage FBA Returns page. The demo I saw also shows you if an ASIN is in danger of suspension or removal because of your returns. So keeping track of your negative product reviews, and acting accordingly, will hopefully help you avoid them. Several months ago, I did a webinar with Rachel Greer from Cascadia, and she told some really epic horror stories about products that if the seller had heeded the first negative product review, it wouldn't have been such a terrible situation.
Liz: So it's a busy time of year for everyone. Mistakes are more likely to happen. Shipping issues are more likely to occur. Buyers are busy too. They're stressed out. They're more likely to leave negative feedback or negative product reviews. So you're at increased risk, but you're also at an increased opportunity as well. Because proactive reputation management is the key to year round success on Amazon, but having great ratings is even more crucial during a competitive time, like the weeks surrounding Prime Day, that just passed, and Cyber Monday, and especially Quarter Four. So seller feedback ratings can affect your Buy Box eligibility a little, as Andrew explained. But having too few product reviews or too many negative reviews could mean the difference between a great conversion rate and poor sales during what could have been a very successful selling period. So if you establish a regular reputation management practice, that can help you keep your seller account healthy during Prime Day and beyond, you'll be a much better shape. So I'm going to turn it over to Colleen. And she's going to talk about how to prepare for Quarter Four.
Colleen: Great. Thank you, Liz. So we all know Amazon basically has two seasons, Prime Day and the holidays. So now that one is over, it's time to start preparing for the other. And as Liz mentioned, having a proactive reputation management strategy in place can help make your fourth quarter more successful and less hectic. Wouldn't that be nice? So we highly recommend that you start by monitoring your ASINs now. So monitor the ASINs that you currently sell, but also monitor new ASINs you plan to sell or are adding to your inventory, holiday and seasonal ASINs as well. And some sellers do this through spreadsheets or hiring a VA to help, but you can also use a tool like FeedbackFive that has automated product review monitoring built in. But the main point is to create a benchmark now and make it easier to identify trends as the holiday season picks up.
Colleen: So you may have an ASIN now with a 4.8 average star rating, but it could quickly go down to a three star rating, if it doesn't have many reviews now, and the holiday seasons and orders pick up, then reviews will pick up as well. So be sure to analyze the data, read your customer's responses now, especially since with Prime Day, if that gave you a lot more sales, then therefore you may also have more reviews. So take a look at this influx and it may shed some light on which products are going to be true crowd pleasers, which ones need some work. Might also give you some insight on internal practices that you could change with your processes internally if you're getting seller feedback that isn't as great as you'd expect it to be. And as far as the products go consider rewording the descriptions. Sometimes bad or lukewarm reviews are a sign that you need to reword your descriptions so that customers know better what to expect.
Colleen: So prior to fourth quarter, just take some time, go through your listings, make sure you're not only using the best keywords and have strong photos, but also that the descriptions are accurate and up to date. And this will help drive more sales, but also prevent returns come January.
Colleen: And our next tip is to really just try to prevent negative feedback from day one. So this might sound super simple, but these are some areas that can lead to negative feedback if not followed. And Amazon actually has a list of best practices to prevent negative feedback, so we'll share that in the chat. But specifically sellers are encouraged to avoid inventory stock outs. Shoppers, of course, assume that by clicking the Buy Box, it will result in a fast, convenient shopping experience. So the last thing they expect is the annoyance of dealing with an out of stock item. So just be sure to have tight controls over your inventory levels and inbound shipments, and that will help minimize inventory issues and negative feedback.
Colleen: And next avoid shipment issues. Of course, if you're in the FBA program that will help reduce your shipping obligations, but a lot of merchants still self-fulfill for a variety of reasons. And to truly delight your customers, self-fulfilled shipments must meet or exceed FDA standards. Customers are expecting them timely. They're expecting quality packaging and accuracy. So if you're self fulfilling, just make sure that you have a good process in place to make sure all of that's buttoned up.
Colleen: And nobody wants the headaches of return. So we recommend offering a pain free return policy. Customers certainly expect that on Amazon, and regardless of who fulfilled the order, Amazon actually even recently took steps to automate the return process for merchant fulfilled orders, which is good news for shoppers and sellers. But just try to avoid those return headaches by making it a pain free return policy for everybody.
Colleen: And avoid communication delays. Amazon sellers are expected to acknowledge each customer inquiry within 24 hours of receiving the request. And if there's a long delay between responses that can, of course, cause some friction. And then shoppers would be more likely to leave poor feedback. And having a robust order management workflow will help avoid these issues. So that's a great first step toward protecting your seller reputation.
Colleen: And in addition, just the practice of requesting feedback, as simple as that. Just regularly requesting feedback will help you in the occasion that you get a negative rating. Then if you have a lot of positive ratings that you've been receiving, since you've been requesting feedback, then that one negative won't hurt you as much.
Colleen: And part of your reputation management strategy should include your email strategy. So be sure to set up standardized email templates that will save you a lot of time. So emails can be standardized, but still very personal. So you can of course include the buyer's name. You can mention the items that they purchased and always follow Amazon terms of service. Especially if you have several people in your office that are sending emails, you want to make sure that they are saying exactly what they're supposed to say and not saying something that could put you at risk. So having that standardized email language is certainly helpful. So a couple examples of the terms of service you want to make sure to follow is never offer an item in return for feedback where review and never ask for a positive review. So that's strictly against Amazon's terms of service.
Colleen: And if you have any questions about what makes a good email template, or whether or not they're compliant, our staff is happy to help. We often review seller's email templates and ensure that they have strong subject lines, they're compliant, they're optimized for mobile, and to get good response rates. And while you can create the standardized email templates and send them manually, of course, we recommend, especially during the holiday season because you're going to be so busy, automate your email campaigns to help save time. So figure out which ASINs you want to solicit for feedback and reviews. Maybe you have some ASINs that are a little bit more risky and you don't want to solicit feedback or reviews. But send SKU specific emails, automate the timing of when you want the email sent, and automate excluding certain orders. Like if you do have a risky SKU or if you have a defective SKU or if you want to exclude refunded orders, having that process automated, that those orders are not receiving the solicitations for feedback reviews is certainly helpful and will reduce your risk for negative.
Colleen: And then lastly, we always recommend to try to delight your customers wherever you can. And what we mean by this is just provide some added value in your email. Maybe you attach a PDF with a recipe or with ways to use your product. Or maybe in your package, you put a sticker or something in there. On the right hand side here, this is just a picture of something that I personally received as a buyer. It's a calendar and it politely asks for a review. And so it was just kind of a nice extra, and by delighting your customers, they're more likely to leave you positive feedback. Just be sure never to offer an item in return for a feedback or review.
Colleen: And so once you have your email strategy down, be sure you have a plan of action in place. So when you get a negative feedback or review, be prepared to respond. And know, in your team, who is responsible for responding and how. Train your staff on how to handle those possible scenarios. And the good news is that negative feedback is not permanent. In all cases, it's not permanent. In fact, Amazon of course encourages sellers to contact the buyer and work toward a resolution. So if you do receive a negative feedback, just quickly determine the cause and work with that customer to try to resolve it. And after the customer's concerns have been resolved, you are allowed to request an update or removal of that feedback rating. Of course, within the Amazon's guidelines. You don't want to pressure the customers to remove it and never offer an incentive to change or remove it.
Colleen: And buyers do have 60 days to remove or update that feedback from their original publication date. And of course it is a two way street to resolve a negative feedback. It's impossible to do that if the customer doesn't respond. But our internal data at eComEngine does show that following up within hours rather than days dramatically increases the likelihood of engagement. So that's why it is so important to respond quickly. And we highly recommend that you have some type of an alert system set up so that you can be quickly notified when you get negative feedback or reviews. So that you can respond to them as quick as possible and have the best chance at turning it into a positive.
Colleen: And analyze the data regularly. So you're going to be super busy, of course, in fourth quarter. So take some time right now, and block time on your calendar in September, October, November, to review your feedback and reviews throughout the holiday season. So then you can make adjustments where necessary. And of course your time is precious so automate where you can, it will help to decrease the risk for errors, save time, and improve efficiency.
Colleen: And during the holiday season, of course, you'll see a higher volume of orders and that means more opportunities to ask for feedback and reviews. So take advantage of that and ask for it. Even though sellers have 90 days to request feedback, we recommend that you ask for feedback very soon after the item is delivered, since it's based on the customer service aspect of the order. So within a few days, ask for feedback, maybe even give yourself just a little bit of extra cushion to protect yourself from any shipping issues around the holidays. But again, within a few days of the delivery date would be ideal for requesting feedback. But when it comes to product reviews, since those are about the product itself, we recommend sending an email asking for reviews after the holiday has occurred. Because then the gift has been opened and used, and they're more likely to leave a product review.
Colleen: And throughout the busy holiday season at the end of Q4, just celebrate your successes with your team. Take a look at your positive seller feedback. Share it with your team, either in a meeting, maybe print it, post it on a bulletin board. But just encourage your team, let them know when they're doing a great job. So have fun, share the positive and learn from the negative.
Colleen: And lastly, if you do want some more tips on how to prepare for Q4, you can check out this blog post that we just recently posted on the eComEngine blog, and it's on how you can use your sales data from prime day to prepare for a killer fourth quarter. So there's just five great tips there. You can use the Bitly link below. We'll also post it in the chat for easy access.
Colleen: But that concludes the presentation portion. So we will open it up for questions, because I think it looks like we did get a few questions that came in throughout the webinar. So I will turn it over to Liz to take a look at those.
Andrew: Awesome. Colleen, this is Andrew. I can facilitate a few of these actually, because it looks like we did get a couple come in towards the end. So the most recent question was, so what is the purpose of waiting until after the holidays to ask for a review if the person you're asking you is not even the receiver or user? I guess in the case of a gift. Possibly.
Liz: Well, I guess the assumption there is that the person who was given the gift will give feedback to the person who gave it to them. I think that's probably the rationale behind that.
Andrew: In terms of-
Liz: In terms of a product review. In terms of feedback, you can ask as soon as it's delivered, because it has nothing to do with the product itself. It's all about the buying experience. But you don't want to ask for a product review before someone's had a chance to use the product. So if you're not going to go for that authentic product review and you just want to know from the person who bought it from you, what they thought of it, I would say customize your email accordingly.
Andrew: Great. Let's see. Couple of questions up here a little bit earlier on. So how do you get reports or alerts of negative product reviews on Amazon?
Liz: Well, not to shamelessly promote, but you can do that with FeedbackFive. That's our reputation management tool. You would just track your ASINs and then you would set up, you can, if you've got a US based telephone number, you can set up text alerts. So you can set them up either per a negative or neutral review, or you can get a daily digest at the end of the day, or you can just get that via email. So it's real easy and I can show you how. Any of us can.
Andrew: We are over time. We have a couple more questions that I want to get to, but since we are over time, I just wanted to add one more thing to the chat. I mentioned a few times during my portion about the Buy Box Bible and the different variables that are taken into consideration there. So if you are interested in learning more about all of the variables that go into winning the Buy Box, you can check out the link there to one of our top resources.
Liz: And Andrew, just real quick, there are a couple of questions about the rules around requesting someone's feedback.
Andrew: Yeah. No, we can... go for it.
Liz: And so we can release some information after. There are specific rules about feedback and it's different from product reviews. So just be aware of that and don't do anything without reading Amazon's terms of service. And I'll be happy to provide any information you guys need about that. Because that's like, that's one of my soap box issues.
Andrew: Let's see if there are any other questions in here. This might be an edge case, but I'll go ahead and pass it over to you guys in case you have an answer here. So what happens when you have a negative product review, but you can't verify that the customer ordered from you? Are you allowed to reach out to that customer or comment on the feedback at all?
Liz: Well, the bottom line with product reviews is that you're never, ever, ever allowed to ask someone to change or remove a product review. Feedback is a different story and there are different rules about that. But when it comes to a product review, you are specifically forbidden by Amazon to ask anyone to change or alter their product review.
Liz: Now you can answer in line on the listing itself. So if someone says I got this and it was broken, and it was blue instead of purple, and you're pretty sure it was somebody who ordered from you. You can respond and that sort of builds trust. Even if there's a negative product review on a shared ASIN, for you to be the seller who responded to that to say, "I'm sorry, you had a bad experience. Here's some information about the product. Or if you want to get in touch with us here is our number." Or something like that. Then you're the seller who stepped up and responded. So there's no rules against responding in line in the product review section. So long as you don't ask someone to remove their review or alter their review in any way.
Andrew: Great. Yeah. So I think that was the major questions here for today. So we're going to go ahead and wrap up the presentation since we are about four minutes over our time. So I did want to thank Liz and Colleen, from eComEngine for joining us today. It was great having them. I hope you guys enjoyed their portion of the presentation. We'd love to have you guys back to do this again sometime.
Liz: Thanks, Andrew. Anytime.
Andrew: All right, everyone. So that's the presentation for today. Thank you again for joining us. And we look forward to seeing you next time for the next Feedvisor webinar. Thank you.
Liz: Thank you.
Originally published on January 17, 2018, updated June 17, 2020
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.