New Return Rate and Star Rating Features on the Voice of the Customer Dashboard
Hello Sellers,
We have launched two new features on the Voice of the Customer dashboard to provide you with more comprehensive insights and help improve customer satisfaction.
- Return Rate: This new metric is based on the total number of units shipped for which customers have initiated returns in the past 12 months. Many sellers have requested this information to understand their overall return rate beyond just product quality defects. By having access to this data, you can make more informed decisions about your products and listings.
- Star Rating: The Star Rating feature now shows the star rating of your ASINs as displayed on the Amazon product detail pages. With this addition, you have all relevant information conveniently available in one place, allowing you to identify areas for improvement more efficiently.
These enhancements to the Voice of the Customer dashboard are part of our efforts to provide you with the necessary tools and insights to deliver exceptional customer experiences. By leveraging these new features, you can proactively monitor customer feedback, identify potential issues, and take appropriate actions to resolve them promptly.
To learn more about the Voice of the Customer page and how to make the most of these new features, you can visit our help page: Voice of the Customer.
Do you have any questions or feedback? Please share them in the comments below.
Best,
Ricardo
New Return Rate and Star Rating Features on the Voice of the Customer Dashboard
Hello Sellers,
We have launched two new features on the Voice of the Customer dashboard to provide you with more comprehensive insights and help improve customer satisfaction.
- Return Rate: This new metric is based on the total number of units shipped for which customers have initiated returns in the past 12 months. Many sellers have requested this information to understand their overall return rate beyond just product quality defects. By having access to this data, you can make more informed decisions about your products and listings.
- Star Rating: The Star Rating feature now shows the star rating of your ASINs as displayed on the Amazon product detail pages. With this addition, you have all relevant information conveniently available in one place, allowing you to identify areas for improvement more efficiently.
These enhancements to the Voice of the Customer dashboard are part of our efforts to provide you with the necessary tools and insights to deliver exceptional customer experiences. By leveraging these new features, you can proactively monitor customer feedback, identify potential issues, and take appropriate actions to resolve them promptly.
To learn more about the Voice of the Customer page and how to make the most of these new features, you can visit our help page: Voice of the Customer.
Do you have any questions or feedback? Please share them in the comments below.
Best,
Ricardo
9 replies
Seller_dotifYADa0BWY
Voice of the customer is useless.
- Customers select the reason that gets them a free return.
- Amazon ships in flimsy packaging resulting in damage.
- Amazon missed delivery fulfillment on FBA
- Cust claims not as described, too small, when dimensions are shown on the listing
We do FBA and FBM. 99.9% of our FBM orders are never returned. FBA has a high return rate as there is no cost to the customer if you select the "correct" free return reason.
Amazon..... spend the time correcting and improving the mailine processes, not these customer impacted reports that bear nothing related to the true customer experience. If you care about customer experience, use common sense on how you deal with sellers as customers, being objective with both customers/sellers.
Seller_VXA2aspMqpZ4o
customdiecast_ca is 100% right. Tools only work if the data used to generate the tools is valid and accurate.
We ship only FBM & I have gone through all of our products that have a bad rating. Exclusively all the product complaints resulting in bad product rating are based on customer making bogus claims about the product simply in order to get us the seller to cover return costs and/or scam us.
1) Wanting a return saying "product damaged but shipping box ok". Every time we have supplied a prepaid label under these conditions we have received the product back used. (we sell detailing chemicals). Customer has often used 1/2 the product not needed the rest and got us to not only pay for the return but essentially gotten what they need. If we deny the claim then almost 100% of the time customer opens A-Z and wins
2) Customer claims "not as described". 100% of the time customer uses this as a return reason in order to get a prepaid return label. Never once has the product been "not as described" once we have received it back
3) Customer claims "item defective" or "not as described" only to return an old used damaged product in new box (getting new product for free)
Until you (Amazon) fix your horrendous A-Z policy these "insights" as you call them are useless. Because of how easily these scammers can get A-Z awarded to them, sellers hands are tied. The "voice of the customer" data you supply is inaccurate. Customer's use any excuse to return products that provides them with a free return. And because your A-Z policies are so bad we have no way to fight back.
You need to spend more time on tools that help sellers fight the growing number of scammers, not worrying about useless tools.
Its about time amazon put more emphasis on the seller experience!
Seller_WVRGljjwKOlpv
I have a product has 10% return rate, do you know why just because customers use it improrperly caused the damage, they simply order the same item and return the old broken product immediately upon receive the new item, as a seller, we have to suck product cost + 2 times FBA shipping .the 45 return days is a joke, they can return as long as the product is listed for sale. Amazon really need to take action to deal with broken system , abusive customers not introducing these useless metric based on misinformation.
Seller_1idNlTUpfKbZW
As everyone said - the return reasons are mostly selected based on what will get them free shipping, to base any sort of data upon that is useless.
If the returns were actually checked for serial numbers, actual defects etc, then it would make more sense, but since FBA does not care about verifying actual reason for return, don't waste our time or the chatgpt coders to make a statistic that gives only information on what customers clicked to get free shipping on their returns.
Seller_xJx7vH6fvZFD9
The % shown on the ''voice of the customer'' page for negative experiences are sometimes inaccurate.
The ''total order'' is sometimes very low compared to how many orders have really been fulfilled.
Seller_CVGPXYM2rExo3
Yet another metric to penalize small businesses on....
Please advise what do you guys actually do to help us?? Also what happens when client lies which most clients do? do you record vendor feedback as well and give it to clients
Seller_Oiwqfqacqs9Uk
@Ricardo_Amazoncare to answer any of the questions above?
CX Health metric is made by someone who had no idea what it will be used for. Basically it counts any return as if it's seller's fault even when the customer states in the return reason that it was their mistake and they ordered a wrong unit.
Now you are offering the sellers remove or dispose of inventory, edit listing, take defective product compliance rating and enroll into product lifecycle support bs, but nowhere you have a button or a comment box to mark such orders as false alerts and your bot will now mistreat this listing.
New Return Rate and Star Rating Features on the Voice of the Customer Dashboard
Hello Sellers,
We have launched two new features on the Voice of the Customer dashboard to provide you with more comprehensive insights and help improve customer satisfaction.
- Return Rate: This new metric is based on the total number of units shipped for which customers have initiated returns in the past 12 months. Many sellers have requested this information to understand their overall return rate beyond just product quality defects. By having access to this data, you can make more informed decisions about your products and listings.
- Star Rating: The Star Rating feature now shows the star rating of your ASINs as displayed on the Amazon product detail pages. With this addition, you have all relevant information conveniently available in one place, allowing you to identify areas for improvement more efficiently.
These enhancements to the Voice of the Customer dashboard are part of our efforts to provide you with the necessary tools and insights to deliver exceptional customer experiences. By leveraging these new features, you can proactively monitor customer feedback, identify potential issues, and take appropriate actions to resolve them promptly.
To learn more about the Voice of the Customer page and how to make the most of these new features, you can visit our help page: Voice of the Customer.
Do you have any questions or feedback? Please share them in the comments below.
Best,
Ricardo
New Return Rate and Star Rating Features on the Voice of the Customer Dashboard
Hello Sellers,
We have launched two new features on the Voice of the Customer dashboard to provide you with more comprehensive insights and help improve customer satisfaction.
- Return Rate: This new metric is based on the total number of units shipped for which customers have initiated returns in the past 12 months. Many sellers have requested this information to understand their overall return rate beyond just product quality defects. By having access to this data, you can make more informed decisions about your products and listings.
- Star Rating: The Star Rating feature now shows the star rating of your ASINs as displayed on the Amazon product detail pages. With this addition, you have all relevant information conveniently available in one place, allowing you to identify areas for improvement more efficiently.
These enhancements to the Voice of the Customer dashboard are part of our efforts to provide you with the necessary tools and insights to deliver exceptional customer experiences. By leveraging these new features, you can proactively monitor customer feedback, identify potential issues, and take appropriate actions to resolve them promptly.
To learn more about the Voice of the Customer page and how to make the most of these new features, you can visit our help page: Voice of the Customer.
Do you have any questions or feedback? Please share them in the comments below.
Best,
Ricardo
New Return Rate and Star Rating Features on the Voice of the Customer Dashboard
Hello Sellers,
We have launched two new features on the Voice of the Customer dashboard to provide you with more comprehensive insights and help improve customer satisfaction.
- Return Rate: This new metric is based on the total number of units shipped for which customers have initiated returns in the past 12 months. Many sellers have requested this information to understand their overall return rate beyond just product quality defects. By having access to this data, you can make more informed decisions about your products and listings.
- Star Rating: The Star Rating feature now shows the star rating of your ASINs as displayed on the Amazon product detail pages. With this addition, you have all relevant information conveniently available in one place, allowing you to identify areas for improvement more efficiently.
These enhancements to the Voice of the Customer dashboard are part of our efforts to provide you with the necessary tools and insights to deliver exceptional customer experiences. By leveraging these new features, you can proactively monitor customer feedback, identify potential issues, and take appropriate actions to resolve them promptly.
To learn more about the Voice of the Customer page and how to make the most of these new features, you can visit our help page: Voice of the Customer.
Do you have any questions or feedback? Please share them in the comments below.
Best,
Ricardo
9 replies
9 replies
Seller_dotifYADa0BWY
Voice of the customer is useless.
- Customers select the reason that gets them a free return.
- Amazon ships in flimsy packaging resulting in damage.
- Amazon missed delivery fulfillment on FBA
- Cust claims not as described, too small, when dimensions are shown on the listing
We do FBA and FBM. 99.9% of our FBM orders are never returned. FBA has a high return rate as there is no cost to the customer if you select the "correct" free return reason.
Amazon..... spend the time correcting and improving the mailine processes, not these customer impacted reports that bear nothing related to the true customer experience. If you care about customer experience, use common sense on how you deal with sellers as customers, being objective with both customers/sellers.
Seller_VXA2aspMqpZ4o
customdiecast_ca is 100% right. Tools only work if the data used to generate the tools is valid and accurate.
We ship only FBM & I have gone through all of our products that have a bad rating. Exclusively all the product complaints resulting in bad product rating are based on customer making bogus claims about the product simply in order to get us the seller to cover return costs and/or scam us.
1) Wanting a return saying "product damaged but shipping box ok". Every time we have supplied a prepaid label under these conditions we have received the product back used. (we sell detailing chemicals). Customer has often used 1/2 the product not needed the rest and got us to not only pay for the return but essentially gotten what they need. If we deny the claim then almost 100% of the time customer opens A-Z and wins
2) Customer claims "not as described". 100% of the time customer uses this as a return reason in order to get a prepaid return label. Never once has the product been "not as described" once we have received it back
3) Customer claims "item defective" or "not as described" only to return an old used damaged product in new box (getting new product for free)
Until you (Amazon) fix your horrendous A-Z policy these "insights" as you call them are useless. Because of how easily these scammers can get A-Z awarded to them, sellers hands are tied. The "voice of the customer" data you supply is inaccurate. Customer's use any excuse to return products that provides them with a free return. And because your A-Z policies are so bad we have no way to fight back.
You need to spend more time on tools that help sellers fight the growing number of scammers, not worrying about useless tools.
Its about time amazon put more emphasis on the seller experience!
Seller_WVRGljjwKOlpv
I have a product has 10% return rate, do you know why just because customers use it improrperly caused the damage, they simply order the same item and return the old broken product immediately upon receive the new item, as a seller, we have to suck product cost + 2 times FBA shipping .the 45 return days is a joke, they can return as long as the product is listed for sale. Amazon really need to take action to deal with broken system , abusive customers not introducing these useless metric based on misinformation.
Seller_1idNlTUpfKbZW
As everyone said - the return reasons are mostly selected based on what will get them free shipping, to base any sort of data upon that is useless.
If the returns were actually checked for serial numbers, actual defects etc, then it would make more sense, but since FBA does not care about verifying actual reason for return, don't waste our time or the chatgpt coders to make a statistic that gives only information on what customers clicked to get free shipping on their returns.
Seller_xJx7vH6fvZFD9
The % shown on the ''voice of the customer'' page for negative experiences are sometimes inaccurate.
The ''total order'' is sometimes very low compared to how many orders have really been fulfilled.
Seller_CVGPXYM2rExo3
Yet another metric to penalize small businesses on....
Please advise what do you guys actually do to help us?? Also what happens when client lies which most clients do? do you record vendor feedback as well and give it to clients
Seller_Oiwqfqacqs9Uk
@Ricardo_Amazoncare to answer any of the questions above?
CX Health metric is made by someone who had no idea what it will be used for. Basically it counts any return as if it's seller's fault even when the customer states in the return reason that it was their mistake and they ordered a wrong unit.
Now you are offering the sellers remove or dispose of inventory, edit listing, take defective product compliance rating and enroll into product lifecycle support bs, but nowhere you have a button or a comment box to mark such orders as false alerts and your bot will now mistreat this listing.
Seller_dotifYADa0BWY
Voice of the customer is useless.
- Customers select the reason that gets them a free return.
- Amazon ships in flimsy packaging resulting in damage.
- Amazon missed delivery fulfillment on FBA
- Cust claims not as described, too small, when dimensions are shown on the listing
We do FBA and FBM. 99.9% of our FBM orders are never returned. FBA has a high return rate as there is no cost to the customer if you select the "correct" free return reason.
Amazon..... spend the time correcting and improving the mailine processes, not these customer impacted reports that bear nothing related to the true customer experience. If you care about customer experience, use common sense on how you deal with sellers as customers, being objective with both customers/sellers.
Seller_dotifYADa0BWY
Voice of the customer is useless.
- Customers select the reason that gets them a free return.
- Amazon ships in flimsy packaging resulting in damage.
- Amazon missed delivery fulfillment on FBA
- Cust claims not as described, too small, when dimensions are shown on the listing
We do FBA and FBM. 99.9% of our FBM orders are never returned. FBA has a high return rate as there is no cost to the customer if you select the "correct" free return reason.
Amazon..... spend the time correcting and improving the mailine processes, not these customer impacted reports that bear nothing related to the true customer experience. If you care about customer experience, use common sense on how you deal with sellers as customers, being objective with both customers/sellers.
Seller_VXA2aspMqpZ4o
customdiecast_ca is 100% right. Tools only work if the data used to generate the tools is valid and accurate.
We ship only FBM & I have gone through all of our products that have a bad rating. Exclusively all the product complaints resulting in bad product rating are based on customer making bogus claims about the product simply in order to get us the seller to cover return costs and/or scam us.
1) Wanting a return saying "product damaged but shipping box ok". Every time we have supplied a prepaid label under these conditions we have received the product back used. (we sell detailing chemicals). Customer has often used 1/2 the product not needed the rest and got us to not only pay for the return but essentially gotten what they need. If we deny the claim then almost 100% of the time customer opens A-Z and wins
2) Customer claims "not as described". 100% of the time customer uses this as a return reason in order to get a prepaid return label. Never once has the product been "not as described" once we have received it back
3) Customer claims "item defective" or "not as described" only to return an old used damaged product in new box (getting new product for free)
Until you (Amazon) fix your horrendous A-Z policy these "insights" as you call them are useless. Because of how easily these scammers can get A-Z awarded to them, sellers hands are tied. The "voice of the customer" data you supply is inaccurate. Customer's use any excuse to return products that provides them with a free return. And because your A-Z policies are so bad we have no way to fight back.
You need to spend more time on tools that help sellers fight the growing number of scammers, not worrying about useless tools.
Its about time amazon put more emphasis on the seller experience!
Seller_VXA2aspMqpZ4o
customdiecast_ca is 100% right. Tools only work if the data used to generate the tools is valid and accurate.
We ship only FBM & I have gone through all of our products that have a bad rating. Exclusively all the product complaints resulting in bad product rating are based on customer making bogus claims about the product simply in order to get us the seller to cover return costs and/or scam us.
1) Wanting a return saying "product damaged but shipping box ok". Every time we have supplied a prepaid label under these conditions we have received the product back used. (we sell detailing chemicals). Customer has often used 1/2 the product not needed the rest and got us to not only pay for the return but essentially gotten what they need. If we deny the claim then almost 100% of the time customer opens A-Z and wins
2) Customer claims "not as described". 100% of the time customer uses this as a return reason in order to get a prepaid return label. Never once has the product been "not as described" once we have received it back
3) Customer claims "item defective" or "not as described" only to return an old used damaged product in new box (getting new product for free)
Until you (Amazon) fix your horrendous A-Z policy these "insights" as you call them are useless. Because of how easily these scammers can get A-Z awarded to them, sellers hands are tied. The "voice of the customer" data you supply is inaccurate. Customer's use any excuse to return products that provides them with a free return. And because your A-Z policies are so bad we have no way to fight back.
You need to spend more time on tools that help sellers fight the growing number of scammers, not worrying about useless tools.
Its about time amazon put more emphasis on the seller experience!
Seller_WVRGljjwKOlpv
I have a product has 10% return rate, do you know why just because customers use it improrperly caused the damage, they simply order the same item and return the old broken product immediately upon receive the new item, as a seller, we have to suck product cost + 2 times FBA shipping .the 45 return days is a joke, they can return as long as the product is listed for sale. Amazon really need to take action to deal with broken system , abusive customers not introducing these useless metric based on misinformation.
Seller_WVRGljjwKOlpv
I have a product has 10% return rate, do you know why just because customers use it improrperly caused the damage, they simply order the same item and return the old broken product immediately upon receive the new item, as a seller, we have to suck product cost + 2 times FBA shipping .the 45 return days is a joke, they can return as long as the product is listed for sale. Amazon really need to take action to deal with broken system , abusive customers not introducing these useless metric based on misinformation.
Seller_1idNlTUpfKbZW
As everyone said - the return reasons are mostly selected based on what will get them free shipping, to base any sort of data upon that is useless.
If the returns were actually checked for serial numbers, actual defects etc, then it would make more sense, but since FBA does not care about verifying actual reason for return, don't waste our time or the chatgpt coders to make a statistic that gives only information on what customers clicked to get free shipping on their returns.
Seller_1idNlTUpfKbZW
As everyone said - the return reasons are mostly selected based on what will get them free shipping, to base any sort of data upon that is useless.
If the returns were actually checked for serial numbers, actual defects etc, then it would make more sense, but since FBA does not care about verifying actual reason for return, don't waste our time or the chatgpt coders to make a statistic that gives only information on what customers clicked to get free shipping on their returns.
Seller_xJx7vH6fvZFD9
The % shown on the ''voice of the customer'' page for negative experiences are sometimes inaccurate.
The ''total order'' is sometimes very low compared to how many orders have really been fulfilled.
Seller_xJx7vH6fvZFD9
The % shown on the ''voice of the customer'' page for negative experiences are sometimes inaccurate.
The ''total order'' is sometimes very low compared to how many orders have really been fulfilled.
Seller_CVGPXYM2rExo3
Yet another metric to penalize small businesses on....
Please advise what do you guys actually do to help us?? Also what happens when client lies which most clients do? do you record vendor feedback as well and give it to clients
Seller_CVGPXYM2rExo3
Yet another metric to penalize small businesses on....
Please advise what do you guys actually do to help us?? Also what happens when client lies which most clients do? do you record vendor feedback as well and give it to clients
Seller_Oiwqfqacqs9Uk
@Ricardo_Amazoncare to answer any of the questions above?
CX Health metric is made by someone who had no idea what it will be used for. Basically it counts any return as if it's seller's fault even when the customer states in the return reason that it was their mistake and they ordered a wrong unit.
Now you are offering the sellers remove or dispose of inventory, edit listing, take defective product compliance rating and enroll into product lifecycle support bs, but nowhere you have a button or a comment box to mark such orders as false alerts and your bot will now mistreat this listing.
Seller_Oiwqfqacqs9Uk
@Ricardo_Amazoncare to answer any of the questions above?
CX Health metric is made by someone who had no idea what it will be used for. Basically it counts any return as if it's seller's fault even when the customer states in the return reason that it was their mistake and they ordered a wrong unit.
Now you are offering the sellers remove or dispose of inventory, edit listing, take defective product compliance rating and enroll into product lifecycle support bs, but nowhere you have a button or a comment box to mark such orders as false alerts and your bot will now mistreat this listing.
