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Need to Promote Positive Reviews for Satisfied Customers
The number of customers buying from us has increased recently which is a good thing, however, with more customers leads to the inevitability that some customers will be unsatisfied with their experience. The few that are unsatisfied, which is less than 1% always leave reviews and we've noticed the number of negative reviews increasing due to number of customers increasing. However, we have not seen the same jump in satisfied customer leaving positive reviews which is insanely frustrating. Our ODR(Order Defect Rate) is going up every month because we sell increasingly more each month and at least one negative review is left whereas not a single positive review is left despite the overwhelming positive experience. How can we slow this down because customers leave negative reviews for pretty much anything and we cannot afford for the few customers to affect the service we provide the majority and our business.
6 replies
Stevie_Amazon
Greetings @Seller_u9Vc5rym13nvN,
Thank you for utilizing the seller forums! I hope this finds you well.
I understand you have concerns regarding customer feedback as it is impacting your order defect rate.
The order defect rate (ODR) is a key measure of your ability to provide a good customer experience. ODR represents the percentage of orders with one or more indicators of poor customer service during a given 60-day time period. This is calculated based off of the number of chargeback claims, negative feedback, and A-to-Z guarantee claims received during that time period.
If you received negative feedback from a buyer, we recommend that you try to identify what caused the negative experience and work with the buyer if able to address their concerns.
What information has been provided by your customers? Is there anything you can utilize to improve upon their experience? Is there actionable feedback which can be used to improve your products?
The above questions are not all-encompassing but are designed to start your investigation. The hope here is that you will be able to correct any defects and put in place a preventative plan so you can avoid this type of negative customer experience.
If you a have any more questions or information, please do not hesitate to further reply here.
I do want to take your feedback here and forward it to the appropriate team, as we strive to improve the experience for all sellers.
All the best,
Stevie
LeviDylan_Amazon
Hello @Seller_u9Vc5rym13nvN,
Thank you for your reply.
If an item is delayed and it is out of your control, you can request removal of the negative feedback. If the fulfillment issues were not due to you as a seller the feedback may be struck-through. Have you requested the removal of the feedback? If so, what was the result?
Have you contacted the buyer about the confusion? If you are able to resolve the buyers concerns, you may inform the buyer that they can update or remove the feedback.
When it comes to refunds, The refund is applied to the buyer's credit card within minutes after you successfully complete a refund transaction. It typically takes three to five business days for the credit to appear on the buyer's credit card statement. This depends on how long it takes the buyer's bank to process the transaction. The same is true for gift cards. Can you share what feedback was given about the refunds, for us to review?
Have you created any case logs about these issues? If so, could you share the case IDs here for us to take a look at?
I look forward to learning more. Once you have reviewed the information and questions above, please feel free to respond in this thread. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
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