Feedback Companion Updates

You asked for it and we listened! Feedback Companion is better than ever with suggestion from you, Amazon sellers.

Our goal is to provide an affordable platform for sellers to grow their Amazon business by getting good, honest feedback from customers.

One of the strongest feedbacks we heard was the ability to have more control and access to meaningful data! Therefore, we added to ability to customize your email messages, get meaning data such as open email reports, and get more 5-star product feedbacks.

 Read below to learn more about some of the updates we made to Feedback Companion.

Topics:

Custom Emails

Having the flexibility to communicate to your customers is important. With Feedback Companion, you can:

  • Select from over 10 different email template designs
  • Choose what time of the day to send your email messages
  • Chose how often to send emails and how many days apart from initial sales
  • Add product and seller feedback links
  • Access to over 30 different custom variables
  • And more!

Over 30 different variables

Below are parameters (variables) that can be used in your email messages and email subjects.  Use these variables to customize your email message and display the message you desire.

Variable Description Example
[amazonstorename] Your Amazon Store Name ABC Toy Store
[customerfirstname]  Customer’s First Name  Sam
[customerlastname] Customer’s Last Name Doe
[orderitems] Item name in order
  • XCX-Android charger
[orderitemsnobullet] Item name in order (without bullet) XCX-Android charger
[orderitemsreviewlinknobulltet] Item in order and a link to leave product review (without bullet) XCX-Android charger  (leave product review)
[orderitemsreviewlink] Item in order and a link to leave product review (with bullet)
  • XCX-Android charger  (leave product review)
[ordernumber] The customer’s order ID 107-3234234-1630325
[sku] Your merchant SKU (msku) for the item XYZ-123
[buyeremail] Encoded email address of buyer csdslhhtl99@marketplace.amazon.com
[itemprice] The price of the item (without currency sign) 19.99
[shippingprice] The price paid for shipping (without currency sign) 4.99
[productname] The name of the item purchased by customer Smart-Bluetooth Headphones
[quantity] The quantity ordered 1
[recipient] Recipient Name (may not be same as buyer name) Jane Smith
[shipaddress1] Shipping address line 1 123 Easy Street
[shipaddress2] Shipping address line 2 Unit #2D
[shipcity] Shipping city Chicago
[shipcountry] Shipping country US
[shipstate] Shipping state IL
[shipzip] Shipping postal code 60062
[estimatedarrivaldate] *Estimated Arrival Date retrieved from Amaozn’s Data 2015-07-11
[shippingcarrier] *The delivery carrier UPS
[trackingnumber] *Carrier tracking number 1Z55A471339421

* Available for FBA orders ONLY

 

Below are parameters you can use in your email messages to provide specific links to your customers.  Use the brackets with each variable to get the desired link.

Variable Variable Description What customers will see as link text
[order-link] Link for customer to view the order in their Amazon account https://www.amazon.com/gp/css/order-details?orderId=354325243534563
[sellerfeedback-link] Link for customer to leave seller feedback Leave Seller Feedback
[productreview-link] Link for customer to leave a product review Leave Product Review
[amazonstore-link] Link for customer to visit your Amazon Store page Visit YourStoreName store
[contact-link] Link for customer to contact you though Amazon Contact Us
[sellerfeedbackexcellent-link] Link for the customer to leave Seller Feedback with 5-stars pre-selected Leave Excellent Seller Feedback

Customize text on variable links

 Now, variable links can be customized to the display the text of your choice. For example, the variable link [contact-link] would display “contact us” as default, but can now be changed to display “contact customer support” or anything else you desire.

To change the text in these variable you simple need to use a colon (:) after your variable name, [contact-link:Your Custom Text].

See the table below for customizable variables and examples of how to change the text.

Variable Variable Description Default value Custom Text Example
[order-link] Link for customer to view the order in their Amazon account https://www.amazon.com/gp/css/order-details?orderId=354325243534563  

[order-link:your recent order]

 

your recent order

[sellerfeedback-link] Link for customer to leave seller feedback Leave Seller Feedback [sellerfeedback-link:Rate ABC Company]

Rate ABC Company

[productreview-link] Link for customer to leave a product review Leave Product Review [productreview-link:Great Product. 5 stars!]

Great Product. 5 stars!

[amazonstore-link] Link for customer to visit your Amazon Store page Visit YourStoreName store [amazonstore-link:Visit ABC Company Store]

Visit ABC Company Store

[contact-link] Link for customer to contact you though Amazon Contact Us [contact-link:Problems with order]

Problems with order

[sellerfeedbackexcellent-link] Link for the customer to leave Seller Feedback with 5-stars pre-selected Leave Excellent Seller Feedback [sellerfeedbackexcellent-link:Great buying experience. 5-Stars!]

Great buying experience.   5-Stars!

More 5-Star Product Feedbacks

 Seller feedback alone isn’t enough.   Most people see the value in private-label products and are looking for ways to grow their listing. Best way for this is to get 5-star product reviews!

Since messages can be customized to your liking, you can now tailor your messages to hear from customers who enjoy your product.

Depending on your business goals, you may want different outcomes from your feedback emails. Some may want to grow their product feedbacks, while others may want to grow their seller feedback rating (or both).

Take a look at the email message below:

You Can Help Make A Difference

Dear John Doe,

Thank you for shopping with ABC Company on Amazon. We are contacting you to ensure your expectations were met with your recent order.

If you haven’t already, please take a quick second to click and let us know about your experience with XYZ Widget:

> I love the product! 5 stars! 

> I am satisfied and have suggestions for improvement 

> I am dissatisfied or need help 

 

This email is a great example for someone who intends to increase product feedback.   If the customer loves the product, they will click “I love the product! 5 stars!” – this will take the customer to the product review page and provide a 5-star review for your product!

For customers who don’t love the product or have thoughts to share, they are encouraged to click “I am satisfied and have suggestions for improvement”.

When clicking on this link, the customer is directed to seller review page. Based off my experience, customers usually leave a positive feedback here along with product suggestions.

Remember, if a customer leaves a less than stellar feedback due to product, you can always remove the feedback J

Lastly, if customers click “I am dissatisfied or need help”, they are directed to contact seller page. This gives you the opportunity to fix the problem before a negative feedback is posted.

As an Amazon seller myself, this email templates works flawlessly! I encourage anyone who sells a private-labeled product (or needs to increase product feedback) to use this template.

Viewing Email Opens

Not sure why your email campaigns aren’t performing resulting in positive feedback?

Is it because of the time your emails are being sent?  Or the subject line?  Maybe it’s message in your emails?

With Feedback Companion, you cat get better insights be seeing who’s opening your emails and the rate at which your emails are being opened.  If your emails aren’t being viewed at all, then you may want to change your subject line.

However, if your customers are opening your emails, but just not providing feedback, it’s time to change your message.

The ability to view your open rates can make a big difference to your email campaigns.  Check it out yourself by signing up for Feedback Companion.

Closing Notes

I built Feedback Companion with the goal of creating a community of Amazon sellers who can help each other succeed. My promise to keep this tool affordable and serve the needs of small business owners on Amazon.

If you haven’t already tried using Feedback Companion, I hope you can give it a shot and see how you can help your business grow.

Sign up for Free Today!

 

How to Manage Feedback on Amazon

Let’s face it, most satisfied customer will not  actively leave positive feedback.  They usually need a reminder or a small nudge for encouragement.  Unfortunately, that leaves the few dissatisfied customers who leave you poor feedback.

My advice: Don’t be shy to ask for feedback!

Requesting Feedback

Being proactive with feedback allows you to hear from your satisfied customers.  As an Amazon merchant, you need to leverage these customers to increase your credibility.  You also get the opportunity to engage dissatisfied customers, which is equally as important.

Do yourself a favor and start reaching out to your customers.  Heck, Amazon even encourages it!

Why is feedback important?  That’s how you build credibility on Amazon and gain trust from buyers.  On Amazon, customers can easily access your Feedback score, which highlight 3 main aspects of your seller account:

  1. Feedback score (5 star scale)
  2. % positive
  3. Total ratings (the amount of customers leaving feedback).

Seller Rating

This seller has a few options to increase his feedback rating.  One being to request feedback from satisfied customers.  

As an Amazon third party seller, you have the right to reach out to customers.  After each sale, follow up with customers via email.

Write a Solid Email to Request Feedback

When asking for feedback, be genuine and remain customer focused.  Your customers need to know that you are there to solve any problems.  This will also allow you to be proactive and prevent negative feedbacks.

Here are few points to consider when crafting your message:

Thank them for shopping with you.  This is a great opportunity to showcase your brand.

Ask about their shopping experience.  More importantly, see if they have any concerns with the order.

Provide a link with your Amazon contact info to address any concerns.  (This will allow them to communicate their problems before leaving a harmful feedback)

Provide customer a link to leave feedback.  If the problems get resolved (or if there aren’t any), you will most likely receive a positive feedback!  Hooray!!!

Provide order details

Note:  DO NOT OFFER incentives to solicit positive feedback.  That is a direct violation of Amazon’s Policies and can lead to termination of your seller account.

Examples of email messages:

To further share my experience, here are 2 sample messages you can use:

Sample 1

Subject Line: Your recent Order with Amazon (order #)

Thank you for Shopping with us on Amazon.  We are contacting you to ensure your expectations are met for your order with (AmazonStoreName).    

We pride ourselves in providing quality customer service.  If you had a pleasant buying experience, we would be grateful if you would leave us a feedback on Amazon. If for any reason, you did not have a pleasant experience shopping with us, please allow us the opportunity to address your concerns before leaving a feedback.  

To leave a feedback based off our performance, please click the link below:

Leave Seller Feedback (Link) 

Here are details for you Amazon order: ######

·      Product 1  (leave product review)

·      Product 2  (leave product review)

Thanks again for Shopping with Company Name

Sample 2

 Subject Line: Your recent Order with Amazon (order #)

Hello John Doe,

  Thank you for shopping with COMPANY NAME on Amazon.com.

As an Amazon customer, your feedback is important to us.  It allows us to build a stronger relationship with customers like you and builds an accurate representation of our business on Amazon.com.

Our goal is to ensure your complete satisfaction.  If for any reason, you are not satisfied with your transaction, please allow us the opportunity to address your concern before leaving a feedback.

Click here to Contact Seller (Link) 

If you had a positive shopping experience, please click the link below to leave a seller feedback:

Leave Seller Feedback (Link)

Here are details for you Amazon order: ######

·      Product 1  (leave product review)

·      Product 2  (leave product review)

 

 Thank you for helping our small business,

 COMPANY NAME  Customer Service Team.

Removing Negative Feedback

How you handle negative feedback is an important aspect of your brand.  But, Don’t worry – Here is your chance to shine for your customers! It’s inevitable that at some point, you will receive negative feedbacks from customers.

On Amazon, a buyer can remove feedback within 60 days from the date the feedback was created (policy).  So, I  encourage you to work with customers to resolve any issues on a transaction.

Customers usually leave a bad review to get their issue resolved.  They are trying to get your attention!  Thus, contacting the customer after getting a negative or neutral feedback is crucial.

Do your best to solve the customer’s problem.  Afterwards, politely ask the customer to remove the negative feedback.  

Here are 2 Simple Steps to removing negative feedback:

Direct customers to their Submitted Feedback page by providing this link :  https://www.amazon.com/gp/feedback/view-all-feedback.html

Click Remove button next to the feedback.  If the Remove option isn’t visible, the 60-day removal period may have expired.

Remove feedback

Power of Feedback

Now, imagine being proactive for feedback on every sale.  This process alone can drastically increase your seller rating on Amazon.

On the other hand, sending emails to customers one by one can be time consuming and costly.  For accounts getting 20+ sales a day, your looking at over 600 emails a month!

So, If you are serious about increasing your seller rating, I encourage you to use our automated feedback management software, Feedback Companion. You can Try it for free for 30 days (no credit card required).

Some clients have seen a 800% increase on their feedback performance – Yes, 8 times more positive feedback!

What is Feedback Companion?

A feedback management tool designed for Amazon merchants to increase Seller Feedback Score and Product Reviews. Our Amazon feedback software allows sellers to:

♦ Build custom feedback request messages

♦ Automate feedback request emails

♦ Resolve customer issues

♦ Remove negative feedback

♦ Get more 5-Star Feedbacks

♦ Get more product reviews

♦ Spot trends with custom reports

♦ And more!