How does feedback and rating work?
While leaving feedback on an order, buyers can select a star rating and from a set of pre-defined reasons. Buyers can also leave their comments as free-form text. Feedback consists of the feedback rating and the feedback comment, which describes buyers’ order fulfillment experience in their own words. To leave feedback, a buyer must rate you using a 5-star system:
- Positive feedback: 5 or 4 stars
- Neutral feedback: 3 stars
- Negative feedback: 2 or 1 stars
Good feedback often starts with a good buyer experience and positive buyer feedback improves your Feedback Rating. If you receive negative feedback, you should try to find the cause of the problem and work toward a resolution.
Visit Feedback Manager to see your most current feedback and rating. You can learn more about Feedback Manager in Which tools are used to manage seller feedback?
About feedback ratings
Feedback percentages are rounded off to the nearest whole number and therefore, your totals can sometimes add up to 99% instead of 100%. For example, if a seller has 1,001 positive, 15 neutral, and 4 negative ratings out of a total of 1,020 ratings, the percentages will show as 98% (rounded off from .981), 1% (rounded off from .014), and 0% (rounded off from .003), for a total of 99%.
We calculate your feedback score using the following method:
SUM (positive feedback) / SUM (all feedback) for feedback left in the last 30 days, 90 days, 365 days, and lifetime
For example, suppose you get the following feedback scores:
| Feedback | 5 | 4 | 3 | 2 | 1 |
|---|---|---|---|---|---|
| Ratings per feedback | 55 | 35 | 5 | 3 | 2 |
- Total of all positive feedback=90
- Total of all feedback (1 through 5)=100
- Divide positive feedback by all feedback
- Feedback score=90.0%
About display of feedback ratings
If you have more than 10 buyer feedbacks over the previous 12 months, buyers will see your 12 month feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:
XX% positive over the past 12 months. (YYYY total ratings).
If you have less than 10 buyer feedbacks in the previous 12 months, or all of your feedbacks are in the past year, buyers will see your lifetime feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:
XX% positive. (YYYY total ratings).
Refer to the following sources for facilitating positive buyer feedbacks. Please note that these are recommended suggestions or best practices and Amazon has no control over the feedbacks you receive:
- Watch the tutorial for getting good feedback with customer service
- Serving Customers Well - Feedback Matters
- Monitor feedback and performance
- Start selling: Monitor feedback and performance
