Why is the negative feedback too high?
1. Poor product quality
2. Product description is inconsistent
3. Slow logistics or transportation damage
4. Poor after-sales service
1、 Negative feedback on Amazon returns It refers to the percentage of negative feedback received by the seller who fails to reply within 48 hours or wrongly rejects the buyer when the buyer makes a return request to the seller.
Even though the rate of unsatisfied returns is not the same concept as the rate of bad comments in the order defect rate, Amazon's indicator is required to be no less than 97%. If the seller fails to meet the standard, Amazon does not impose a hard punishment, but the seller still needs to pay attention to it. Buyers who have not solved the problem are more likely to submit negative feedback and put forward guarantee works for Amazon Mall transactions.
Negative feedback on Amazon returns What should I do?
Self delivery return
1. Give it directly to the customer, and tell the customer that he wants good feedback from him. Remember, it's feedback, not review, because it's against the rules to ask for comments on Amazon. If customers report that they want to close the store, the feedback is allowed.
2. You have a third-party overseas warehouse that you cooperate with. If you are willing to return the goods, you can use the return address of the third-party overseas warehouse. However, according to Amazon's official regulations, if the address is in a local country, you can handle the return and exchange freight, that is, the buyer can bear the cost, or the seller can bear the cost, but generally we need to bear the cost of returning the goods to the overseas warehouse. In the future, if you sell one order and then issue it, you need to pay another fee. If the customer's unit price is too low, you can choose to send it directly to the customer.
FBA return
Amazon's official warehouse will help you deal with after-sales problems. Returned products will be repackaged. Amazon's background needs to open the Amazon assisted refurbishment button, which means that if the received products are intact, you can buy them directly. If the products received are slightly worn, Amazon will help you to repack them for resale. There is a slight loss in them. Amazon will also repack them for resale of second-hand products and sell its own products.
Amazon does not charge any fees when helping you with the processing stage, which is the advantage of Amazon. Although the return rate on Amazon is not high, it is still necessary to avoid products with high return rate when selecting products. If there is a return, it is your own interests that will be lost after all.
2、 How to solve the problem after receiving poor comments?
First of all, we should distinguish the nature of bad comments. Bad comments are divided into malicious bad comments and normal bad comments.
Malicious negative comments mean that it is generally a negative comment that has been separated from the product itself. There are a lot of words such as attack, abuse, threat and racial discrimination in negative comments. For such negative comments, we can directly find Amazon customer service, including our comments can also be deleted directly from Amazon.
How to deal with malicious comments?
1. We can directly click Report Abuse to submit, appeal to Amazon, and request to delete this bad comment.
2. We can also keep our screenshots of evidence, and then directly open a case in Amazon's background to ask customer service to delete comments and submit corresponding evidence.
In these two ways, we can delete some malicious negative comments, because Amazon is still very humanistic. If the negative comments are unrelated to our products, Amazon will consider deleting them comprehensively.
How to deal with normal bad comments?
It is difficult to delete the normal buyer's negative comments directly, because any e-commerce platform encourages consumers to share their shopping experience and give a reference to other consumers.
If the first bad comment came when we measured the product, I believe many sellers will give up this listing directly. If the inventory value of our listing is very high, including its weight, we can also consider how to deal with this bad comment.
1. Directly find fws to delete the negative comments. In fact, it is also a means of violating the rules of the platform to directly find FWS to delete negative comments. This method is very simple. It is that FWS obtains the personal contact information of our buyer through certain means, such as phone number, email, etc., and then contacts the buyer to entice the buyer to modify or delete comments. (This method is not recommended and is risky)
2. Write good reviews. How to understand the meaning of "no bad comments on the home page"? On the home page of our listing, there are no bad comments. That is, we raise our praise weight to the top and our praise weight to the bottom. If the home page at the bottom of our listing is full of bad comments, it may be pushed to the back pages, because most buyers only read the comments on the home page when shopping, I won't turn to the second page or even the third page of comments, so this feature is also a favorite of many Amazon sellers. However, positive reviews should also be within a certain limit. Amazon does not say that abnormal likes are 100% safe.
3. Add comments and dilute the number of negative comments. Because Amazon's rating is based on the average score, when our product has a bad rating, we can increase the comprehensive rating in the form of positive reviews, but it should be noted that we must find safe and reliable channels, such as finding friends in the United States to help you buy, and it is safer to increase your comments.
Note: If we want to control our daily bad reviews, we must meet one condition, which is to control the product quality, because high-quality products are the best medicine to eradicate bad reviews. If we can't control even the most basic product quality, we will definitely receive more and more bad reviews on the way to Amazon.
