For years, Amazon sellers have requested questions like: “Is it okay if I contact Amazon clients who left me a nasty evaluation and perhaps provide them a refund?” “How can I discover out which buyer is the one who left me a nasty evaluation?” “How can I contact clients who left me unhealthy critiques on Amazon?” “How can I discover the Amazon order ID of the client who left me a nasty evaluation?”
Till now, the reply to those questions was normally, “No,” or “Amazon doesn’t need you doing that, they might in all probability view that as evaluation manipulation.”
Individuals would typically come out with hacks on learn how to backtrace unhealthy critiques by way of evaluation profiles and such, however this was sometimes probably not beneficial, particularly for these studying learn how to get extra critiques on Amazon.
A Message from Amazon
Properly, these eagle eyed folks trying out their model dashboard this week may need had their jaws hit the ground after they noticed this message from Amazon:
“We listened to your suggestions!“
“We’ve been monitoring suggestions from manufacturers associated to the Buyer Evaluations expertise. We heard that you simply love having a approach to see all of your critiques in a single place and that it’s good to have the ability to filter by star score and time interval. You additionally shared your frustrations over not with the ability to immediately have interaction together with your clients who left crucial critiques.“
“We’re now providing a brand-only profit that permits you to attain out to patrons who bought your branded product immediately from you, who left crucial (1-3 star critiques) by way of templated emails that mean you can talk with patrons by way of buyer-seller messaging.“
“We imagine this can construct model belief and assist set up stronger relationships between you and your clients.“
Say what? They’re permitting us to have direct contact with clients who left us unhealthy critiques on Amazon? Go forward….double examine your calendar to confirm that it’s not April Fools Day.
That is for actual!
Easy methods to Use This New Characteristic
Let’s dive into who can use this characteristic, learn how to use it, and why you would possibly wish to.
To start with, that is solely for many who have Amazon Model Registry. For those who do, in Amazon Vendor Central, go to the Manufacturers Menu, and choose “Buyer Evaluations.”
You’ll then be dropped at a web page the place it clearly says which you can now ship direct messages to clients who left you a 1-3 star score! That is the place you’ll be capable of examine the evaluation on Amazon and what purchaser made the evaluation.
Now, the very first thing to know is that this JUST acquired launched, and there appears to be a number of bugs in some accounts. For instance, in each the Challenge X and Challenge 5K accounts, for some destructive critiques, there isn’t any button to contact the client. As a substitute we get a message saying that “You’ll be able to contact the client solely when you’re the vendor for that order.”
Nonetheless, this clearly WAS a product that we have been the one vendor for, so we needed to open a case with Amazon to get that fastened.
What SHOULD you see if every part is working? Try the unhealthy evaluation under.
It is best to see a “contact purchaser” button there. Now that is the place issues begin to get attention-grabbing. Discover what pops up while you hit that button:
Wow. So Amazon is clearly fully superb with you outright providing a full refund or substitute merchandise to the one who left a nasty evaluation.
Prior to now most individuals would have advised you that this could possibly be one thing harmful. That even in case you didn’t ask them to alter their evaluation, the truth that you have been giving somebody a refund or substitute is likely to be implying you are attempting to affect them to alter their evaluation, and thus one thing Amazon frowns upon.
The truth that that is now the primary possibility ought to put to relaxation that debate.
What exhibits up while you hit the “courtesy refund” button?
A templated message comes up that gives the shopper a full refund or substitute. You can not change the language right here. However what number of of you by no means thought you’d see the day, when in response to a destructive evaluation, Amazon WANTED you to say one thing that stated “we hope that you simply give us one other probability?”
For those who would have requested me two weeks in the past if that may be okay to say to somebody who left you a nasty evaluation, I completely would have advised you that I’d not advocate that since I’ve seen so many accounts have their purchaser/vendor messaging privileges suspended for language that appeared much less severe.
What exhibits up while you hit the “examine together with your purchaser” possibility?
As you may see, Amazon truly has a full template there that’s written out that you need to use to contact the client. As of this time, you can not edit this template in any approach. You’ll be able to solely ship the message or not.
One fast factor…did you see what exhibits on the very prime of each of those situations?
Yup! This exhibits you the precise order quantity that resulted in your unhealthy evaluation! That is precisely the factor that individuals used to give you when utilizing superior hacks attempting to determine learn how to get the order ID.
Now Amazon offers it on to you!
These two templates make the most of the client/vendor messaging system of Amazon. As quickly as you ship the e-mail, you will note it present up in your purchaser/vendor messaging despatched folder:
Why Would an Amazon Vendor Wish to Use this Service?
Everyone knows that constructive critiques are the spine to the social proof that can assist increase your gross sales over your rivals. You additionally by no means wish to overlook that good customer support goes a good distance.
For those who can flip a destructive expertise right into a constructive one, you by no means know the type of ripple impact it may have down the street. Maybe that buyer is impressed by your efforts to make the state of affairs proper, and turns into a buyer for all times, or tells their mates about you.
Maybe they’re moved by your gesture of goodwill and thus on their very own, they modify the evaluation to a 5 star.
There may be nearly nothing to lose by at the least attempting to contact the shopper to see if there’s a approach you can also make the state of affairs proper. Even in case you select to go the route of a refund or substitute, you might be solely out the worth of your product, however you’ve at the least modified the shopper’s final notion of your model from a destructive to a constructive.
Amazon continues to offer nice unique advantages to Model Registered sellers, and this new characteristic permitting Amazon sellers to contact clients who’ve left destructive critiques has many sellers leaping for pleasure!
For those who don’t have Model Registry but, be sure that to begin the appliance course of ASAP if you wish to make the most of this characteristic. Some time again, I wrote a chunk on how utilizing the Helium 10 firm sellertrademarks.com, I used to be in a position to get model registry in solely ten days!
What do you consider this new characteristic? Will you be utilizing it? If that’s the case, how?
Tell us within the feedback under!
