Managing Feedback and Reports from Seller Central

Feedback manager helps you navigate your feedback and insights directly from buyers and how you as a seller is conducting your business in one location. Remember that it’s important to stay on top of buyer feedback because buyers can only submit one comment per order. If a buyer posts a negative comment, it’s strongly encouraged to resolve any situation to counter any bad publicity.

This feedback might result in best practices, dictate that it’s important to investigate the root cause behind each negative rating address the buyer’s concerns as soon as you can to squash any negative opinions about you as a seller. Or your brand and make improvements to your processes and policies to prevent any future responses from happening.

You can view short and longterm seller rating metrics, including detailed feedback entries directly within feedback manager, the feedback manager consists of two tables, feedback, ratings, and recent feedback. Let’s first review feedback ratings. The feedback ratings table displays your feedback ratings for the past 12 months, as well as your percentages and corresponding actual feedback counts for 30 days, 90 days, 365 days and lifetime.

Also, Feedback rating is a number review system based on a five-star rating. Positive feedback is five or four stars. Neutral feedback is three stars and negative feedback is considered as two or a one stars. Feedback percentages are rounded off to the nearest whole number and therefore your totals can sometimes add up to 99% rather than 100.

Feedback is an aggregate of over 30 days, 90 days, 365 days and lifetime buckets in time. Your aggregated star ratings and positive feedback percentage will change since it is a rolling aggregate over a different time range period. If you have more than 10 buyer feedbacks over the previous 12 months.

Customers will see your 12 month feedback rating and lifetime feedback. Total ratings as reported over 12 months. However, if you have less than 10 buyer feedbacks in her previous 12 months, or all of your feedbacks are in the past year, customers will only see your lifetime feedback ratings. Now we’ll take a deeper dive into recent feedback on the feedback manager platform on the seller central platform, click orders, manage orders, order ID to view transaction detail.

The recent feedback table is ordered by the date when feedback was received and displays actual feedback with associated order IDs and ratings. And recent feedback, you can take the following actions, view feedback, comments, post a public reply, contact customers, request removal of incorrect feedback, depending on certain cases, if you will like to contact a buyer in regards to an order or a question, you can contact them directly using the buyer seller messaging service templates.

It’s important to note that buyers have 90 days to leave feedback and 60 days to remove it. Amazon will remove feedback only when it meets their criteria specified in their policy. If a buyer makes a mistake when evaluating and submitting feedback, you as a seller cannot edit it, but the buyer can delete it.

It’s best to reach out to the buyer and request feedback removal. Here’s how you can do that. You can make a request using the following action in the feedback manager. So the first step is to go to the feedback manager once here in the recent feedback table, next to the order ID, you will want to request feedback removal.

Select request removal under the actions column, you can also download a report that lists negative, only feedback or negative and neutral feedback. This report is in a text file format and contains all the data you see in the view. Current feedback table. Depending on how much information is reported. It can take up to 45 minutes to generate the report and larger reports will take longer.

You don’t need to stay on this page while the report is generating return later to download your completed report, to generate a feedback report in feedback manager, select download feedback reports, you will be taken to the feedback reports page. Once here on the reports page, select a report from the select report type.

These reports capture only feedback with one, two or three star ratings. Next select the time span for the report from select days, you can select as early as one day or up to at least 365 days. Next click request report to generate a report. Here in the download column, you can view the report status and availability, click refresh to update the status.

When your report is ready, the status will change from not ready to a download button, click download to download your report. It’s that simple. And your report is ready to view.