VOC Voice of the Customer for name-brand FBA sellers (we don't control listings or manufacture products)
Voice of the Customer
This seems to be pulling us down alot...
- We ARE NOT a manufacturer.
- We ARE NOT a brand owner.
- We DO NOT CREATE listings.
- WE ARE one, of many (including Amazon), FBA dealers selling brand name products.
Almost all of our VOC's are for customer opinions (not exact color I wanted), them not reading the dimensions (too tall, too big), or other things like that.
We sell major name-brand kitchen and bath faucets. The size and color are standard for the manufacturer & model. If it doesn't fit their kitchen, it's because the buyer didn't measure. It's usually NOT because the product was defective or the listing has missing/inaccurate info.
We, as a dealer/supplier, have no control over listing content. We suggest improvements to listings, but we have no control over them.
Amazon's buyers do a lot of buy then decide, which is costly to us. We get a return on a daily basis and 95% of the time, it's not from anything we do.
We sell a great brand, with excellent quality, that is highly sought after.
How can we make sure our Account Health and Inventory Performance does not suffer from VOC issues out of our control? Does AMZ plan to make VOC exceptions for dealers that aren't brand & listing owners?
EXAMPLES
Also, if anyone has suggestions on we we should do about these VOC's, and how to reduce future ones, I'd like to hear them.
Thank you!
3 replies
LeviDylan_Amazon
Hello @Seller_HjfyVYcuJdbTf,
Thank you for reaching out on the Seller Forums.
I see that you have concerns with the Voice of the Customer (VOC) feedback section and how this impacts your account.
So that I am able to assist you the best, I am engaging a Community Manager to review this situation further.
If you have additional feedback to provide please feel free to respond here. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
Josh_Amazon
Hello @Seller_HjfyVYcuJdbTf,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you have with Voice of the Customer feedbacks. In this case, I found the following resources that might have information to help you with this (specially the next first link which is a post explaining what to do to find the root cause and fix any issues with VOC):
Improve Customer Experience (CX) with Voice of the Customer (VOC) Dashboard
In case you need more help, you can always reach out to our Seller Support team.
Kind regards,
-Josh
