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This article applies to selling in: Japan

About Feedback Manager

Feedback Manager provides buyer insights to your business. You can view short and long-term seller rating metrics, including detailed feedback entries.

The importance of feedback

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.

What ratings mean

To leave feedback, a buyer must rate you using a 5-star system:

  • Positive feedback: 5 or 4 stars
  • Neutral feedback: 3 stars
  • Negative feedback: 2 or 1 stars

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:

Feedback 5 4 3 2 1
Ratings per feedback 55 35 5 3 2

  1. Total of all positive feedback=90
  2. Total of all feedback (1 through 5)=100
  3. Divide positive feedback by all feedback
  4. Feedback score=90.0%

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.

How ratings are displayed to customers

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).

Resolve feedback

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:

  1. Go to Performance, and select Feedback.
  2. In Feedback Manager, scroll down to View Current Feedback.
  3. Find the comment you want to resolve and click the Resolve button.
    Note: The Resolve button is available only when a buyer posts a feedback rating of 1 or 2 stars.
  4. Click the Contact Customer button.
  5. From the drop-down menu, select a subject.
  6. In the Message area, type your message.
  7. Use Add Attachment for receipts, supporting documents, and so on.
  8. Click Send email to send your message to the buyer.

Respond to feedback

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.

Note: Your response will be available for public viewing. Please don't use this as a way to communicate with the buyer.

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.

  1. Find the comment you want to respond to and click the Resolve button.
    Note: The Resolve button is available only when a buyer posts a feedback rating of 1 or 2 stars.
  2. Go to Performance, and select Feedback.
  3. In Feedback Manager, scroll down to View Current Feedback.
  4. Find the comment you want to respond to and click Respond.
  5. Enter your response.
  6. Click Submit.

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:

  1. Go to Performance, and select Feedback.
  2. In Feedback Manager, scroll down to View Current Feedback.
  3. Find the comment you want to remove and click Remove Response.
  4. Click Remove Response again to confirm, or click Cancel to cancel your request.

Understanding Feedback Manager

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:

  • View feedback details.
  • Respond publicly to feedback.
  • Contact buyers.
  • Request removal of incorrect feedback (depending on certain cases).

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.

Note: It can take up to 45 minutes to generate the report. Larger reports will take longer. You do not need to stay on this page while the report is generating; return later to download your completed report.

To generate a feedback report, follow these steps:

  1. Go to Performance and select Feedback.
  2. In Feedback Manager, select Download feedback reports. You will be taken to the Download Feedback Reports page.
  3. On the reports page, select a report from Select Report Type.
  4. Select the time span for the report from Select Days.
  5. Click Request Report to generate a report.
  6. In the Download column, you can view the report status and availability. Click Refresh to update the status. When your report is ready, the status will change from "Not Ready" to a download button.
  7. Click Download to download your report.

Note: Buyers can remove feedback, but it is at their discretion. In general, Amazon will remove feedback when it meets the criteria specified in our policy:
  • The feedback includes obscene language.
  • The feedback includes seller-specific personally identifiable information.
  • The entire feedback comment is a product review.
  • The entire feedback comment is regarding fulfilment or customer service for an order fulfilled by Amazon.

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:

  1. Do one of the following:
  2. Click Remove link next to the feedback you would like to remove. If there is no Remove option next to a comment, the 60-day removal period has expired.
  3. Select a reason for removing the feedback, and then click Remove Feedback.
Note: You may request that a buyer remove feedback. However, you may not offer nor pay any incentive to a buyer for either providing or removing feedback. For more information, see Prohibited seller activities and actions.

Incorrect feedback

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?


About Feedback Manager


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