Quick Tip: Customer Review Tool for Brands
WHAT IS THE CUSTOMER REVIEWS TOOL?
The Customer Reviews tool empowers brands to engage customers directly via email by responding to cirtical customer reviews (1-3 stars).
HOW DOES IT WORK?
This tool provides two templated emails that allow brand registered sellers to easily respond to customers. You can choose to either offer a full refund or request additional information about the offer to help resolve the issue.
BENEFITS:
This tool will help you elevate your brand with exceptional customer service and understand how your product resonates with customers.
ELIGIBILITY:
1.Brands must be registered and associated with a Professional Sellng account in good standing.
2.The account will need to be the brand owner for the given brand.
3.The brand owner must be the seller of record for the order associated with a particular review.
If you are interested in learning more about the Customer Review tool, and to ensure you are eligible, click here.
We want to continue listening to feedback to provide to the product team. If you haven’t already shared on the news announcement, what is your experience using the Customer Reviews Tool? Do you feel that the templates effectively help you provide elevated customer service?
What would make you want to use it if you don’t already?
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No. This whole process encourages bad behavior on the part of customers, while creating another funnel whereby Amazon builds Amazon-brand loyalty by handing other brands’ money and product to buyers and/or bad actors. Sending a non-modifiable, Amazon-created document to a buyers’ inbox – which Amazon hides on the www site and often can’t deliver to on the mail client end – with no action items for the buyer is going to accomplish nothing. At a minimum, requiring the buyer to interact in order to get free shtuff should be a requirement.
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At a bare minimum, have this apply to Amazon-the-seller as well. Otherwise, you’re creating a system whereby, at sellers’ expense, customers give products from competing-with-Amazon brands lower star ratings than Amazon products. This seems like Anti-Trust meets Plausible Deniability … two of Amazon’s strengths! Also, there should be some benefit to the seller besides nebulous “make a single buyer out of 100M’s feel good about your brand by giving away the farm” … like the strikethru’s that Amazon hands out like candy to FBA feedback ratings (for problems that have nothing to do with fulfillment).
Not only can I not envision a single scenario where I’d hand over free product to the first person/scammer to complain about a product in the expectation of ducking payment for it, I’m appalled that Amazon continues to train buyers to be The Worst of All Possible Shoppers. Please stop.
