You make some good point but I disagree when it comes to feedback.
Having been in eBay’s war room and working with the feedback team, I have some insight into the thinking that goes on in the back office.
Feedback has little effect on if a buyer makes a purchase. These based on numbers from eBay. What it does is allow buyer a chance to voice their displeasure. If a buyer makes a purchase and is unhappy they are less likely to return to the venue, but if they leave negative feedback, the chances they will return greatly increases.
The buyers feedback score had little effect on if the sale was made. We have even seen that with some sellers here who have had horrible feedback but continued to sell their wares.
This seems to fit with what Amazon is doing. They base the metrics on the total sales not the total feedback received. Amazon is fishing for bad feedback in hopes to having an unhappy buyer return. Plus it helps manage the sellers as some seller put a great deal importance on their icons and it tells which sellers might not be at their standards.
By contacting the buyer “begging” or even asking for feedback, the seller is doing the work for Amazon. No feedback is the same a positive feedback and better than negative feedback. The best way to over come a negative is to contact the buyer and see if they something can be done to make the sale a positive one, and more sales. The more sales a seller has, the less impact one or two dings on your metric will have. More positive feedback will have no effect on their metrics and based on the numbers from the other venue, little to no effect on making the next sale.
Amazon might be a little different from other venues but my bet is the numbers will tell the same story.
We don’t know what category the OP works out of. The numbers might vary a little from category to category. In the categories I sell in feedback has little effect on the sale. If it was important to buyers, more buyers would leave feedback.
My overall advice is to continue to give good customer service. Amazon will have the buyer’s back so they should feel comfortable buying from any seller here. Keep your buyers happy and Amazon should be happy.
It is always good to exchange ideas and thought with you Oneida Books (even when you are wrong…lol).
There are lots of business models on Amazon. No one business is the only correct way of conducting business here. Oneida has a plan that works for them but not one that would work for me. Read over all the advice, take the parts that work for your business.