For years, Amazon sellers have requested questions like: “Is it okay if I contact Amazon clients who left me a foul evaluate and perhaps supply them a refund?” “How can I discover out which buyer is the one who left me a foul evaluate?” “How can I contact clients who left me dangerous critiques on Amazon?” “How can I discover the Amazon order ID of the customer who left me a foul evaluate?”
Till now, the reply to those questions was normally, “No,” or “Amazon doesn’t need you doing that, they’d in all probability view that as evaluate manipulation.”
Folks would generally come out with hacks on the way to backtrace dangerous critiques through evaluate profiles and such, however this was sometimes not likely really useful, particularly for these studying the way to get extra critiques on Amazon.
A Message from Amazon
Effectively, these eagle eyed individuals trying out 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 Critiques 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 having the ability to straight have interaction along with your clients who left important critiques.“
“We’re now providing a brand-only profit that permits you to attain out to consumers who bought your branded product straight from you, who left important (1-3 star critiques) through templated emails that help you talk with consumers through buyer-seller messaging.“
“We imagine it will 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 dangerous critiques on Amazon? Go forward….double verify your calendar to confirm that it’s not April Fools Day.
That is for actual!
Easy methods to Use This New Function
Let’s dive into who can use this characteristic, the way to use it, and why you would possibly need to.
To start with, that is solely for individuals who have Amazon Model Registry. In the event 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 evaluate on Amazon and what purchaser made the evaluate.
Now, the very first thing to know is that this JUST bought 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 damaging critiques, there is no such thing as a button to contact the customer. As a substitute we get a message saying that “You may contact the customer solely when you find yourself 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 little thing is working? Take a look at the dangerous evaluate under.
It is best to see a “contact purchaser” button there. Now that is the place issues begin to get fascinating. Discover what pops up whenever you hit that button:
Wow. So Amazon is clearly fully fantastic with you outright providing a full refund or substitute merchandise to the one who left a foul evaluate.
Up to now most individuals would have advised you that this may very well be one thing harmful. That even should you didn’t ask them to vary their evaluate, the truth that you have been giving somebody a refund or substitute is likely to be implying you are attempting to affect them to vary their evaluate, 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 whenever you hit the “courtesy refund” button?
A templated message comes up that provides the shopper a full refund or substitute. You can’t 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 damaging evaluate, Amazon WANTED you to say one thing that stated “we hope that you simply give us one other probability?”
In the event you would have requested me two weeks in the past if that may be alright to say to somebody who left you a foul evaluate, I completely would have advised 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 whenever you hit the “verify along with your purchaser” choice?
As you may see, Amazon really has a full template there that’s written out that you should utilize to contact the customer. 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 dangerous evaluate! That is precisely the factor that folks used to provide you with when utilizing superior hacks making an attempt to determine the way to get the order ID.
Now Amazon supplies 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 notice it present up in your purchaser/vendor messaging despatched folder:
Why Would an Amazon Vendor Need to Use this Service?
Everyone knows that constructive critiques 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 good distance.
In the event you can flip a damaging expertise right into a constructive one, you by no means know the form of ripple impact it might 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 associates about you.
Maybe they’re moved by your gesture of goodwill and thus on their very own, they modify the evaluate to a 5 star.
There’s virtually nothing to lose by at the very least making an attempt to contact the shopper to see if there’s a manner you can also make the state of affairs proper. Even should you select to go the route of a refund or substitute, you might be solely out the value of your product, however you’ve at the very least modified the shopper’s final notion of your model from a damaging 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 damaging critiques has many sellers leaping for pleasure!
In the event you don’t have Model Registry but, ensure 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!
