How do I deep dive ratings (without reviews)?
Hi,
I recently started selling my (brand registered) private label products on Amazon. My first product had a small number of positive reviews (6 reviews, all 5-stars), but just received its first indication of a negative CX. This came in the form of a 2-star rating *without* a written review.
I want to deep dive the customer experience to see what went wrong and improve, but I can't locate the order_id associated with this 2-star rating. After doing research and contacting Seller support several times (through different intakes), no one can figure out where this rating came from nor can they provide me guidance on how to deep dive it.
Does anyone know a way to investigate?
Note: I know there are many ways to deep dive a negative CX rating when a review is left (including contacting a customer directly), but it just seems like there's a gap when it's just a rating alone. I'm hoping I'm just missing something - we're supposed to be customer obsessed, so it seems crazy that we'd not be able to deep dive any negative feedback given.
How do I deep dive ratings (without reviews)?
Hi,
I recently started selling my (brand registered) private label products on Amazon. My first product had a small number of positive reviews (6 reviews, all 5-stars), but just received its first indication of a negative CX. This came in the form of a 2-star rating *without* a written review.
I want to deep dive the customer experience to see what went wrong and improve, but I can't locate the order_id associated with this 2-star rating. After doing research and contacting Seller support several times (through different intakes), no one can figure out where this rating came from nor can they provide me guidance on how to deep dive it.
Does anyone know a way to investigate?
Note: I know there are many ways to deep dive a negative CX rating when a review is left (including contacting a customer directly), but it just seems like there's a gap when it's just a rating alone. I'm hoping I'm just missing something - we're supposed to be customer obsessed, so it seems crazy that we'd not be able to deep dive any negative feedback given.
9 respuestas
Seller_Hi7wbO2Kbo6bl
You may not contact buyers regarding product review. Not for any reason. The sole exception to this is through brand registry, and then only if a link is provided.
Seller_XJk5RkDQR39p0
Roll with the punches, keep moving.
Seller_8sP6ffckcRn6v
Some buyers leave neg just for spite. It makes them feel in power. Some may be from competitors. Amazon will not remove them. Heck they do not remove factual false ratings. Seller support has no clue.
It may not be fair. But you will end up using too much time and energy for nothing.
Let it go. Concentrate on other aspects of your enterprise where your hard work will make a difference.
Best wishes for the holidays.
Seller_r9wMm8LrE5iKj
I personally feel that CX is there to encourage you to give things away in hope of having a "spotless record." A perfect CX means that no buyer has tried to scam you yet, not that you're doing the optimal-ROI things on the platform.
Seller_tAfXR7sVBEoZS
Your only chance to learn from this if it is legitimate is to wait until the customer makes a return and see if they write a reason for the return. Often times the bad review or return has nothing to do with the product. Good luck.
Seller_vWhgseZxKF7Jj
Get used to it. Amazon made it too easy to anonymously leave negative ratings without even buying the product. Green light for competitors.
I received 3 star rating without review for a new product I haven't even sold yet. Amazon will not remove it.
Ratings without reviews (especially bad ones) are not helpful to anyone. But sadly, Amazon is seeing it as helpful. Wondering how.
