Feedback Manager provides buyer insights to your business. You can view short and long-term seller rating metrics, including detailed feedback entries.
Buyers can submit only one feedback comment per order. The link to leave feedback is on the main Amazon website, on the Order Details page in Your Account, and is available to buyers 3 days after the order has been confirmed. We also send a feedback reminder within 2 days of the maximum estimated delivery date of the order or within 22 days of the order being placed (whichever comes first) if a buyer has not already provided feedback.
We encourage you to resolve any situations by researching the root cause behind each negative rating, addressing the buyer's concerns, and making improvements to your processes and policies. For tips on soliciting and managing feedback, see Improve your feedback rating.
To leave feedback, a buyer must rate you using a 5-star system:
Feedback percentages are rounded off to the nearest whole number and therefore your totals can sometimes add up to 99% rather than 100%. For example, if a seller has 1,001 positive, 15 neutral, and 4 negative ratings, for 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 have the following feedback scores:
|Ratings per feedback||55||35||5||3||2|
We aggregate your feedback into 30 days, 90 days, 365 days, and lifetime time-range buckets. In time, your aggregated star rating and positive feedback percentage will change accordingly as your feedback rolls through each time-range bucket. If you think your feedback was incorrectly removed, check if the feedback transferred into a different time-range bucket.
If you have more than 10 buyer feedbacks over the previous 12 months, customers 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, customers 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).
When a buyer posts negative feedback in Customer Reviews, we encourage you to contact the buyer individually to resolve the problem. After resolving the buyer's concerns, you can ask him or her to update the negative feedback or remove it from the website. Remember that pressuring or incentivizing a buyer to remove or modify negative feedback is a violation of our policies.
To contact a buyer about negative feedback, follow these steps:
If you work with a buyer to resolve a situation, but the buyer decides not to remove or modify negative feedback, you may choose to post a response on the website. You can use the Respond button to post a response to buyer feedback. This response displays on the Amazon website.
In your posting, you can explain how you worked to correct the problems. Your response won't change your feedback rating, but other buyers will be able to read your explanation when they see the buyer's feedback.
When replying to negative feedback, keep your comments brief and
professional. Even if the buyer comment is not courteous, replying in a similar manner
can backfire and reflect badly on you.
Once you submit your response, you can delete it, but you cannot edit it. If you delete your response, you cannot submit a second response. Also, if a buyer removes or modifies their feedback, your response is also removed. If the buyer has modified their feedback, you can submit a new response.
To remove your response, follow these steps:
The Feedback Manager consists of two tables:
The Feedback Rating table displays your feedback rating for the past 12 months, as well as your percentages and corresponding actual feedback counts for 30 days, 90 days, 365 days, and lifetime.
The Current Feedback table is ordered by the date when feedback was received and displays actual feedback with associated Order ID and rating.
In View Current Feedback, you can take the following actions:
Buyers have 90 days to leave feedback and 60 days to remove it. Amazon will remove feedback only when it meets the criteria specified in our policy. Review Seller Performance Measurement and What can I do about unfair negative feedback? for more details.
You can download a report for all neutral (3 stars) and negative (1 and 2 stars) feedback you have received from buyers within a selected period of up to one year. This report is in tab-delimited text-file format (.txt) and contains all the data you see in the View Current Feedback table in Feedback Manager.
To generate a feedback report, follow these steps:
When the buyer removes feedback, your average rating is updated to reflect this. If you contact your buyer to address their concerns, you can then request that they remove their negative feedback. If you feel that you've done everything you can do to address a problem, you can politely ask the buyer if they would feel comfortable removing the negative feedback for that transaction.
If a buyer agrees to remove their feedback, you can provide them with
these step-by-step instructions:
If a buyer makes a mistake when evaluating and submitting feedback for a seller, the buyer can delete it (includes the rating and the comment), but you cannot edit it. Buyers have 90 days to leave feedback and 60 days to remove it. For more information, see What can I do about incorrect negative feedback?