- Seller Labs
- On August 2, 2019
Reputation and branding are two of the most important things for Amazon sellers. If you’re not helping to resolve product issues for unsatisfied buyers then your reviews will suffer as a result. Learn how to use an Amazon review checker to remedy buyers’ issues.
Less than 100% of people who buy your products on Amazon will be satisfied. I can guarantee it. But that doesn’t mean you shouldn’t strive for complete customer satisfaction. As with everything in life, things happen, stuff breaks, expectations aren’t met but you still do your best to help. Three-, two- and one-star reviews will happen. These kinds of reviews are opportunities for you to improve your reputation as a brand and as a seller. And if you’re not using an Amazon review checker, you’ll be left in the dark as to what your buyers are saying.
In this post, you’ll learn how to use Product Review Tracking in Feedback Genius to improve your reputation, help resolve buyer issues and stay organized with your responses.
Use an Amazon Review Checker to Help Buyers with Their Purchases
Product reviews are a critical component to brands and sellers of all sizes; they are your products’ online reputation. Reviews are also a crucial customer support tool as long as you’re aware of what’s being said.
That’s where the Product Review Tracking feature comes in. Feedback Genius can easily become the nucleus of your Amazon customer support operations. This is because every account includes tracking for two products in the US marketplace.
You’ll be able to see all of your product reviews—new and old—once Product Review Tracking has been enabled and your products have synced. Go a step further and enable negative review notifications for reviews three stars and under. These notifications will be sent as an email and/or text message whenever a negative or neutral review has been submitted.
Ultimate Customer Service: Respond to Buyers and Keep Track of Responses with a Powerful Amazon Review Checker
How to Reply to Buyers
Provide unhappy buyers with a path to a solution. You can reply to the buyer’s review from the product review notification email. Alternatively, you can filter all of your product reviews by the star rating: the most popular option being the “3 Stars and Below” filter. When you find the review you’re looking for, just click the “Comment on Amazon” link, which will take you directly to the product review on Amazon.
Next, reply to the buyer’s product review with a message offering support and sympathy as well as providing your Amazon seller contact link. If the buyer chooses to respond, they will be taken to your seller contact page, which gives them an option for assistance with an order they placed.
Toward the middle of the contact page, the buyer can tell Amazon more about their issue by selecting the “Returns and Refunds Policy” option. Once this option has been selected, the buyer can attach an image of their product and write a message up to 4,000 characters in length.
Once the message has been sent, you should receive it shortly. Amazon gives you two business days to respond.
Back in Feedback Genius, within the Reviews tab, you can select one of six ticketing statuses for the order: New, Waiting, Responded, Ticket Open, Resolved, and Won’t Fix. This functionality will keep you and your team’s customer support tickets organized. What’s more, a note can be added to each response to keep track of what was said.
Using an Amazon review checker won’t guarantee you a 100% customer satisfaction rate but it will make communicating and helping unsatisfied buyers easier and more effective. All of this means you’ll be able to improve your reputation while helping buyers at the same time.
As mentioned earlier, two product review tracking allocations come with every Feedback Genius account—but more tracking allocations can be purchased in bundles from 20 to 2,500 ASINs. The better option would be to use Seller Labs Pro and get review checking allocations bundled in with your plan as well as the Advertising Center, Keyword Center, and Financials and Performance Center.