For years, Amazon sellers have requested questions like: “Is it okay if I contact Amazon clients who left me a foul evaluation and possibly supply them a refund?” “How can I discover out which buyer is the one who left me a foul evaluation?” “How can I contact clients who left me unhealthy opinions on Amazon?” “How can I discover the Amazon order ID of the client who left me a foul 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 how one can backtrace unhealthy opinions by way of evaluation profiles and such, however this was usually not likely really helpful, particularly for these studying how one can get extra opinions on Amazon.
A Message from Amazon
Properly, these eagle eyed folks testing 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 Critiques expertise. We heard that you just love having a strategy to see all of your opinions 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 along with your clients who left vital opinions.“
“We’re now providing a brand-only profit that lets you attain out to consumers who bought your branded product immediately from you, who left vital (1-3 star opinions) by way of templated emails that mean you can talk with consumers by way of buyer-seller messaging.“
“We consider this may 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 opinions on Amazon? Go forward….double verify your calendar to confirm that it’s not April Fools Day.
That is for actual!
The right way to Use This New Characteristic
Let’s dive into who can use this function, how one can use it, and why you may need to.
To begin with, that is solely for individuals who have Amazon Model Registry. In case you do, in Amazon Vendor Central, go to the Manufacturers Menu, and choose “Buyer Critiques.”
You’ll then be dropped at a web page the place it clearly says that you may now ship direct messages to clients who left you a 1-3 star score! That is the place you’ll be capable to verify the evaluation on Amazon and what purchaser made the evaluation.
Now, the very first thing to know is that this JUST received launched, and there appears to be a couple of bugs in some accounts. For instance, in each the Undertaking X and Undertaking 5K accounts, for some adverse opinions, there isn’t a button to contact the client. As a substitute we get a message saying that “You may contact the client solely if you end up 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 mounted.
What SHOULD you see if every part is working? Try the unhealthy evaluation under.
You need to see a “contact purchaser” button there. Now that is the place issues begin to get fascinating. Discover what pops up if you hit that button:
Wow. So Amazon is clearly fully superb with you outright providing a full refund or alternative merchandise to the one who left a foul evaluation.
Previously most individuals would have advised you that this may very well be one thing harmful. That even in case you didn’t ask them to vary their evaluation, the truth that you have been giving somebody a refund or alternative is perhaps implying you are attempting to affect them to vary their evaluation, and thus one thing Amazon frowns upon.
The truth that that is now the primary choice ought to put to relaxation that debate.
What reveals up if you hit the “courtesy refund” button?
A templated message comes up that gives the client a full refund or alternative. 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 adverse evaluation, Amazon WANTED you to say one thing that stated “we hope that you just give us one other likelihood?”
In case you would have requested me two weeks in the past if that might be okay to say to somebody who left you a foul 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 critical.
What reveals up if you hit the “verify along with your purchaser” choice?
As you’ll be able to see, Amazon truly has a full template there that’s written out that you should use to contact the client. As of this time, you can’t edit this template in any manner. You may 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 folks used to give you when utilizing superior hacks making an attempt to determine how one can get the order ID.
Now Amazon supplies 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 Need to Use this Service?
Everyone knows that constructive opinions are the spine to the social proof that may assist increase your gross sales over your rivals. You additionally by no means need to neglect that good customer support goes a great distance.
In case you can flip a adverse expertise right into a constructive one, you by no means know the sort of ripple impact it might have down the street. Maybe that buyer is impressed by your efforts to make the scenario proper, and turns into a buyer for all times, or tells their associates 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 virtually nothing to lose by not less than making an attempt to contact the client to see if there’s a manner you may make the scenario proper. Even in case you select to go the route of a refund or alternative, you’re solely out the worth of your product, however you could have not less than modified the client’s final notion of your model from a adverse to a constructive.
Amazon continues to offer nice unique advantages to Model Registered sellers, and this new function permitting Amazon sellers to contact clients who’ve left adverse opinions has many sellers leaping for pleasure!
In case you would not have Model Registry but, make sure that to start out the applying 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 in a position to 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 under!
