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Listings Lounge - Updating Listings After Negative Buyer Feedback or Product Reviews
Greetings everyone! Welcome back to the Listings Lounge! Something that almost every seller will have to go through is dealing with negative Buyer Feedback. As product reviews and feedback are based on the opinions of buyers there are some factors that one will never be able to control, however there are some ideas you might want to keep in mind to reduce future negative feedback and attract more buyers.
For apparel products, ensure you have uploaded a Size Chart using the Self Service tools. Having accurate and easy to understand sizing can reduce returns and negative feedback and reviews.
Review your Voice of the Customer tool to see what reoccurring issues your Buyers are having. For example if there is an issue of product arriving damaged consistently you may want to reevaluate your prep for shipping.
If you have a feature or component of your product that a buyer misunderstands, it may be indicative of something missing from the detail page. Rather than assume your Buyer is unique in their misunderstanding, make sure that the detail page clearly explains all features.
When reviewing feedback and reviews, think about what is being unsaid by customers. Is there a feature they don’t mention that you believe is what makes your product special? You may want to rework your description or bullets to emphasize that component more.
More than anything else, I recommend that Sellers look at Feedback and Product Reviews in the same ways that Amazon does, as an opportunity to improve the product detail page, the product, and your the term health of the business. If you believe a feedback or product review is malicious in nature, rather than authentic, you can report it using the Report Violation Tool for feedback or via the Report Abuse Button for Product Reviews on the Product Review itself.
Did you ever get a Product Review or Feedback that made you rethink your strategy or change your detail page? Share your experience here!
-Glenn
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