Return Rate and Star Rating features on Voice of the Customer Dashboard
The Voice of the Customer dashboard now includes Return Rate and Star Rating metrics that help you manage the customer experience, so you can proactively monitor customer feedback, identify potential issues, and take actions to resolve issues promptly.
The Voice of the Customer dashboard features includes:
- The Return Rate measures the overall percentage of returns initiated in the past 12 months. This metric helps you track your most returned items at a glance to make informed decisions on your ASINs.
- Star Rating feature shows your products' star ratings, as displayed on the Amazon product detail pages, so you have all relevant information available in one place and can identify areas for improvement more efficiently.
To improve your listings, go to Voice of the Customer dashboard.
Return Rate and Star Rating features on Voice of the Customer Dashboard
The Voice of the Customer dashboard now includes Return Rate and Star Rating metrics that help you manage the customer experience, so you can proactively monitor customer feedback, identify potential issues, and take actions to resolve issues promptly.
The Voice of the Customer dashboard features includes:
- The Return Rate measures the overall percentage of returns initiated in the past 12 months. This metric helps you track your most returned items at a glance to make informed decisions on your ASINs.
- Star Rating feature shows your products' star ratings, as displayed on the Amazon product detail pages, so you have all relevant information available in one place and can identify areas for improvement more efficiently.
To improve your listings, go to Voice of the Customer dashboard.
31 replies
Seller_xbNbb8BNtssv3
Since the customers constantly lie about reason for return, this dashboard is pretty useless for sellers.
Seller_COxHjSHk6Vauk
Ever since amazon is making customers to jump through more hoops to return the item for free, we have more seller fault, item fault claims, and even a listing take down from wrong item claim ( which we cannot reverse ). This voice of the customer meaningless. Not sure how this is a even a valid matrix used by the system.
Seller_kWzASERYhgus6
Does this metric take into account fraud committed by customers in order to get free return shipping?
Also, my product is scented and scent is a personal preference. How am I supposed to rectify people who don't like the smell and refuse to answer any inquiries about their expectations so I can update the description?
These metrics are completely bogus. Another nail in the coffin for 3rd party sellers.
Seller_keSnEDesLFVwv
This is nearly useless, since Amazon gives customers an incentive to lie. "Just say that the product is defective, and we will stick the seller with the cost of return shipping."
So they do lie. And most of them don't even consider it morally wrong. It is just something you do to get free shipping.
I had one return request in which the customer said "Too flimsy". I wrote and asked for clarification, noting that the description mentioned nothing about strength. After all, it is a book!
The customer replied: "Sorry. I meant that the book is not needed anymore because my son switched his classes. The book itself is fine."
But now I have a "very poor" rating in the VOC.
Can we change VOC to VOLC? IE: "Voice Of the Lying Customer"?
Or maybe Amazon could stop rewarding customers for lying? Is that too much to ask?
Seller_xeDdQgRH5VZwO
STOP! Stop with these absolutely useless metrics that mean nothing in the end of the day. Invest in things that will actually help out!
Seller_Ha6JyVvDK6Ybs
This should be on customers and when customers rating drops below 95% we should be allowed to cancel and block them if we choose and not be affected! You have spent the last decade teaching you customers to be liars and rewarded them for it oh wait Amazon. profits the more transactions so lying customer returns are a good revenue generator. I mean at first glance I was Amazon finally listened to sellers and put rating for the bad customers guess I'm just dreaming.
Seller_r9wMm8LrE5iKj
Given that customers benefit when they "buy" an item and then return it after use, return a box of rocks, RAFS then recall the package, return it in a 100% unusable state and get more money back then they deserve, return the item at our cost after lying about the return reason, etc. etc. etc. .... wouldn't it then make sense to promote sellers with HIGH return rates?
Don't think of Amazon as a bookstore, but rather as a library.
Seller_r9wMm8LrE5iKj
And this is because the UI steers them in this direction (at least for FBM), and if Amazon is encouraging this behavior on their own platform, then they must want it to happen:
Seller_znqw4n02gkaBY
The dashboard is no help at all. In order not to pay for return shipping, the majority of buyers say something is wrong with the description or item. That metric system is flawed and Amazon should fix it.
Seller_AF6uF6gvn0yie
The report is indeed useless. The customers lie all the time to get free shipping. You even allowed a customer to change the reason for returning from "No longer needed" to "Item arrived damaged" after she realized she had to pay for the returning label, so she didn't have to pay for it.
Return Rate and Star Rating features on Voice of the Customer Dashboard
The Voice of the Customer dashboard now includes Return Rate and Star Rating metrics that help you manage the customer experience, so you can proactively monitor customer feedback, identify potential issues, and take actions to resolve issues promptly.
The Voice of the Customer dashboard features includes:
- The Return Rate measures the overall percentage of returns initiated in the past 12 months. This metric helps you track your most returned items at a glance to make informed decisions on your ASINs.
- Star Rating feature shows your products' star ratings, as displayed on the Amazon product detail pages, so you have all relevant information available in one place and can identify areas for improvement more efficiently.
To improve your listings, go to Voice of the Customer dashboard.
Return Rate and Star Rating features on Voice of the Customer Dashboard
The Voice of the Customer dashboard now includes Return Rate and Star Rating metrics that help you manage the customer experience, so you can proactively monitor customer feedback, identify potential issues, and take actions to resolve issues promptly.
The Voice of the Customer dashboard features includes:
- The Return Rate measures the overall percentage of returns initiated in the past 12 months. This metric helps you track your most returned items at a glance to make informed decisions on your ASINs.
- Star Rating feature shows your products' star ratings, as displayed on the Amazon product detail pages, so you have all relevant information available in one place and can identify areas for improvement more efficiently.
To improve your listings, go to Voice of the Customer dashboard.
Return Rate and Star Rating features on Voice of the Customer Dashboard
The Voice of the Customer dashboard now includes Return Rate and Star Rating metrics that help you manage the customer experience, so you can proactively monitor customer feedback, identify potential issues, and take actions to resolve issues promptly.
The Voice of the Customer dashboard features includes:
- The Return Rate measures the overall percentage of returns initiated in the past 12 months. This metric helps you track your most returned items at a glance to make informed decisions on your ASINs.
- Star Rating feature shows your products' star ratings, as displayed on the Amazon product detail pages, so you have all relevant information available in one place and can identify areas for improvement more efficiently.
To improve your listings, go to Voice of the Customer dashboard.
31 replies
31 replies
Seller_xbNbb8BNtssv3
Since the customers constantly lie about reason for return, this dashboard is pretty useless for sellers.
Seller_COxHjSHk6Vauk
Ever since amazon is making customers to jump through more hoops to return the item for free, we have more seller fault, item fault claims, and even a listing take down from wrong item claim ( which we cannot reverse ). This voice of the customer meaningless. Not sure how this is a even a valid matrix used by the system.
Seller_kWzASERYhgus6
Does this metric take into account fraud committed by customers in order to get free return shipping?
Also, my product is scented and scent is a personal preference. How am I supposed to rectify people who don't like the smell and refuse to answer any inquiries about their expectations so I can update the description?
These metrics are completely bogus. Another nail in the coffin for 3rd party sellers.
Seller_keSnEDesLFVwv
This is nearly useless, since Amazon gives customers an incentive to lie. "Just say that the product is defective, and we will stick the seller with the cost of return shipping."
So they do lie. And most of them don't even consider it morally wrong. It is just something you do to get free shipping.
I had one return request in which the customer said "Too flimsy". I wrote and asked for clarification, noting that the description mentioned nothing about strength. After all, it is a book!
The customer replied: "Sorry. I meant that the book is not needed anymore because my son switched his classes. The book itself is fine."
But now I have a "very poor" rating in the VOC.
Can we change VOC to VOLC? IE: "Voice Of the Lying Customer"?
Or maybe Amazon could stop rewarding customers for lying? Is that too much to ask?
Seller_xeDdQgRH5VZwO
STOP! Stop with these absolutely useless metrics that mean nothing in the end of the day. Invest in things that will actually help out!
Seller_Ha6JyVvDK6Ybs
This should be on customers and when customers rating drops below 95% we should be allowed to cancel and block them if we choose and not be affected! You have spent the last decade teaching you customers to be liars and rewarded them for it oh wait Amazon. profits the more transactions so lying customer returns are a good revenue generator. I mean at first glance I was Amazon finally listened to sellers and put rating for the bad customers guess I'm just dreaming.
Seller_r9wMm8LrE5iKj
Given that customers benefit when they "buy" an item and then return it after use, return a box of rocks, RAFS then recall the package, return it in a 100% unusable state and get more money back then they deserve, return the item at our cost after lying about the return reason, etc. etc. etc. .... wouldn't it then make sense to promote sellers with HIGH return rates?
Don't think of Amazon as a bookstore, but rather as a library.
Seller_r9wMm8LrE5iKj
And this is because the UI steers them in this direction (at least for FBM), and if Amazon is encouraging this behavior on their own platform, then they must want it to happen:
Seller_znqw4n02gkaBY
The dashboard is no help at all. In order not to pay for return shipping, the majority of buyers say something is wrong with the description or item. That metric system is flawed and Amazon should fix it.
Seller_AF6uF6gvn0yie
The report is indeed useless. The customers lie all the time to get free shipping. You even allowed a customer to change the reason for returning from "No longer needed" to "Item arrived damaged" after she realized she had to pay for the returning label, so she didn't have to pay for it.
Seller_xbNbb8BNtssv3
Since the customers constantly lie about reason for return, this dashboard is pretty useless for sellers.
Seller_xbNbb8BNtssv3
Since the customers constantly lie about reason for return, this dashboard is pretty useless for sellers.
Seller_COxHjSHk6Vauk
Ever since amazon is making customers to jump through more hoops to return the item for free, we have more seller fault, item fault claims, and even a listing take down from wrong item claim ( which we cannot reverse ). This voice of the customer meaningless. Not sure how this is a even a valid matrix used by the system.
Seller_COxHjSHk6Vauk
Ever since amazon is making customers to jump through more hoops to return the item for free, we have more seller fault, item fault claims, and even a listing take down from wrong item claim ( which we cannot reverse ). This voice of the customer meaningless. Not sure how this is a even a valid matrix used by the system.
Seller_kWzASERYhgus6
Does this metric take into account fraud committed by customers in order to get free return shipping?
Also, my product is scented and scent is a personal preference. How am I supposed to rectify people who don't like the smell and refuse to answer any inquiries about their expectations so I can update the description?
These metrics are completely bogus. Another nail in the coffin for 3rd party sellers.
Seller_kWzASERYhgus6
Does this metric take into account fraud committed by customers in order to get free return shipping?
Also, my product is scented and scent is a personal preference. How am I supposed to rectify people who don't like the smell and refuse to answer any inquiries about their expectations so I can update the description?
These metrics are completely bogus. Another nail in the coffin for 3rd party sellers.
Seller_keSnEDesLFVwv
This is nearly useless, since Amazon gives customers an incentive to lie. "Just say that the product is defective, and we will stick the seller with the cost of return shipping."
So they do lie. And most of them don't even consider it morally wrong. It is just something you do to get free shipping.
I had one return request in which the customer said "Too flimsy". I wrote and asked for clarification, noting that the description mentioned nothing about strength. After all, it is a book!
The customer replied: "Sorry. I meant that the book is not needed anymore because my son switched his classes. The book itself is fine."
But now I have a "very poor" rating in the VOC.
Can we change VOC to VOLC? IE: "Voice Of the Lying Customer"?
Or maybe Amazon could stop rewarding customers for lying? Is that too much to ask?
Seller_keSnEDesLFVwv
This is nearly useless, since Amazon gives customers an incentive to lie. "Just say that the product is defective, and we will stick the seller with the cost of return shipping."
So they do lie. And most of them don't even consider it morally wrong. It is just something you do to get free shipping.
I had one return request in which the customer said "Too flimsy". I wrote and asked for clarification, noting that the description mentioned nothing about strength. After all, it is a book!
The customer replied: "Sorry. I meant that the book is not needed anymore because my son switched his classes. The book itself is fine."
But now I have a "very poor" rating in the VOC.
Can we change VOC to VOLC? IE: "Voice Of the Lying Customer"?
Or maybe Amazon could stop rewarding customers for lying? Is that too much to ask?
Seller_xeDdQgRH5VZwO
STOP! Stop with these absolutely useless metrics that mean nothing in the end of the day. Invest in things that will actually help out!
Seller_xeDdQgRH5VZwO
STOP! Stop with these absolutely useless metrics that mean nothing in the end of the day. Invest in things that will actually help out!
Seller_Ha6JyVvDK6Ybs
This should be on customers and when customers rating drops below 95% we should be allowed to cancel and block them if we choose and not be affected! You have spent the last decade teaching you customers to be liars and rewarded them for it oh wait Amazon. profits the more transactions so lying customer returns are a good revenue generator. I mean at first glance I was Amazon finally listened to sellers and put rating for the bad customers guess I'm just dreaming.
Seller_Ha6JyVvDK6Ybs
This should be on customers and when customers rating drops below 95% we should be allowed to cancel and block them if we choose and not be affected! You have spent the last decade teaching you customers to be liars and rewarded them for it oh wait Amazon. profits the more transactions so lying customer returns are a good revenue generator. I mean at first glance I was Amazon finally listened to sellers and put rating for the bad customers guess I'm just dreaming.
Seller_r9wMm8LrE5iKj
Given that customers benefit when they "buy" an item and then return it after use, return a box of rocks, RAFS then recall the package, return it in a 100% unusable state and get more money back then they deserve, return the item at our cost after lying about the return reason, etc. etc. etc. .... wouldn't it then make sense to promote sellers with HIGH return rates?
Don't think of Amazon as a bookstore, but rather as a library.
Seller_r9wMm8LrE5iKj
Given that customers benefit when they "buy" an item and then return it after use, return a box of rocks, RAFS then recall the package, return it in a 100% unusable state and get more money back then they deserve, return the item at our cost after lying about the return reason, etc. etc. etc. .... wouldn't it then make sense to promote sellers with HIGH return rates?
Don't think of Amazon as a bookstore, but rather as a library.
Seller_r9wMm8LrE5iKj
And this is because the UI steers them in this direction (at least for FBM), and if Amazon is encouraging this behavior on their own platform, then they must want it to happen:
Seller_r9wMm8LrE5iKj
And this is because the UI steers them in this direction (at least for FBM), and if Amazon is encouraging this behavior on their own platform, then they must want it to happen:
Seller_znqw4n02gkaBY
The dashboard is no help at all. In order not to pay for return shipping, the majority of buyers say something is wrong with the description or item. That metric system is flawed and Amazon should fix it.
Seller_znqw4n02gkaBY
The dashboard is no help at all. In order not to pay for return shipping, the majority of buyers say something is wrong with the description or item. That metric system is flawed and Amazon should fix it.
Seller_AF6uF6gvn0yie
The report is indeed useless. The customers lie all the time to get free shipping. You even allowed a customer to change the reason for returning from "No longer needed" to "Item arrived damaged" after she realized she had to pay for the returning label, so she didn't have to pay for it.
Seller_AF6uF6gvn0yie
The report is indeed useless. The customers lie all the time to get free shipping. You even allowed a customer to change the reason for returning from "No longer needed" to "Item arrived damaged" after she realized she had to pay for the returning label, so she didn't have to pay for it.
