For years, Amazon sellers have requested questions like: “Is it okay if I contact Amazon prospects who left me a nasty evaluation and perhaps supply them a refund?” “How can I discover out which buyer is the one who left me a nasty evaluation?” “How can I contact prospects who left me unhealthy evaluations on Amazon?” “How can I discover the Amazon order ID of the customer who left me a nasty evaluation?”
Till now, the reply to those questions was often, “No,” or “Amazon doesn’t need you doing that, they’d in all probability view that as evaluation manipulation.”
Individuals would typically come out with hacks on backtrace unhealthy evaluations by way of evaluation profiles and such, however this was sometimes probably not beneficial, particularly for these studying get extra evaluations on Amazon.
A Message from Amazon
Effectively, these eagle eyed individuals testing their model dashboard this week might 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 Opinions expertise. We heard that you just love having a approach to see all of your evaluations in a single place and that it’s good to have the ability to filter by star ranking and time interval. You additionally shared your frustrations over not having the ability to straight have interaction together with your prospects who left important evaluations.“
“We’re now providing a brand-only profit that lets you attain out to patrons who bought your branded product straight from you, who left important (1-3 star evaluations) by way of templated emails that let you talk with patrons by way of buyer-seller messaging.“
“We consider it will construct model belief and assist set up stronger relationships between you and your prospects.“
Say what? They’re permitting us to have direct contact with prospects who left us unhealthy evaluations on Amazon? Go forward….double test 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 function, use it, and why you may need to.
To start with, that is solely for individuals who have Amazon Model Registry. Should you do, in Amazon Vendor Central, go to the Manufacturers Menu, and choose “Buyer Opinions.”
You’ll then be dropped at a web page the place it clearly says you could now ship direct messages to prospects who left you a 1-3 star ranking! That is the place you’ll have the ability to test 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 Mission X and Mission 5K accounts, for some destructive evaluations, there isn’t a button to contact the customer. As a substitute we get a message saying that “You possibly can contact the customer solely when you’re the vendor for that order.”
Nevertheless, 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 mounted.
What SHOULD you see if every part is working? Take a look at the unhealthy evaluation beneath.
It’s best to see a “contact purchaser” button there. Now that is the place issues begin to get fascinating. Discover what pops up once you hit that button:
Wow. So Amazon is clearly utterly high-quality with you outright providing a full refund or substitute merchandise to the one that left a nasty evaluation.
Up to now most individuals would have instructed you that this may very well be one thing harmful. That even for those who didn’t ask them to alter their evaluation, the truth that you have been giving somebody a refund or substitute may 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 reveals up once 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 mentioned “we hope that you just give us one other likelihood?”
Should you would have requested me two weeks in the past if that may be alright to say to somebody who left you a nasty evaluation, I completely would have instructed you that I might not advocate that since I’ve seen so many accounts have their purchaser/vendor messaging privileges suspended for language that appeared much less critical.
What reveals up once you hit the “test together with your purchaser” possibility?
As you possibly can see, Amazon truly has a full template there that’s written out that you should use to contact the customer. As of this time, you can not edit this template in any approach. You possibly can solely ship the message or not.
One fast factor…did you see what reveals on the very prime of each of those eventualities?
Yup! This reveals 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 get the order ID.
Now Amazon gives it on to you!
These two templates make the most of the customer/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 Need to Use this Service?
Everyone knows that optimistic evaluations are the spine to the social proof that may assist increase your gross sales over your opponents. You additionally by no means need to overlook that good customer support goes a great distance.
Should you can flip a destructive expertise right into a optimistic one, you by no means know the form 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 alter the evaluation to a 5 star.
There may be virtually nothing to lose by at the very least attempting to contact the shopper to see if there’s a approach you can also make the state of affairs proper. Even for those who select to go the route of a refund or substitute, you might be solely out the value of your product, however you could have at the very least modified the shopper’s final notion of your model from a destructive to a optimistic.
Amazon continues to offer nice unique advantages to Model Registered sellers, and this new function permitting Amazon sellers to contact prospects who’ve left destructive evaluations has many sellers leaping for pleasure!
Should you should not have Model Registry but, be sure to begin the appliance course of ASAP if you wish to reap the benefits of this function. Some time again, I wrote a bit on how utilizing the Helium 10 firm sellertrademarks.com, I used to be capable of get model registry in solely ten days!
What do you consider this new function? Will you be utilizing it? In that case, how?
Tell us within the feedback beneath!
