Voice of the Customer
Recently, it looks like when a customer sends a message about a custom handmade item, it effects the Voice of the Customer dashboard negatively. The other day a customer asked about her product, and then realized she was communicating with the wrong seller.
I noticed the product she purchased now has a Poor status, because of her message. Is this normal? There isn't any returns or negative reviews, just a message, and now that voice of the customer status is low.
Does voice of the customer effect sales of that product? How do i fix this obvious issue?
Voice of the Customer
Recently, it looks like when a customer sends a message about a custom handmade item, it effects the Voice of the Customer dashboard negatively. The other day a customer asked about her product, and then realized she was communicating with the wrong seller.
I noticed the product she purchased now has a Poor status, because of her message. Is this normal? There isn't any returns or negative reviews, just a message, and now that voice of the customer status is low.
Does voice of the customer effect sales of that product? How do i fix this obvious issue?
0 respuestas
Seller_2azHBWt7FzGTG
Yes. I have brought this up before and it seems to fall on deaf ears. It affects sales and visibilty of your product.
This Voice of the Customer is faulty in so many ways and was not thoroughly thought out before it was implemented as a tool that has the capability of completely suppressing your items for unproven claims or as you state a message from a customer. How can a message from a customer affect VOC?
You cannot fix the error. The only options given are to change your listing or delete the listing.
In my first hand experience, the customer said that her item had a different personalization than what she ordered. When we checked the order form and the sample proof they matched so it was quite obviously and 100% provable that the customer did not tell the truth. Doesn't matter... you take the hit on metrics and if you have not sold enough of that item, then it is put into "poor" status and suppressed.
Here's the kicker on that - VOC actually let's you know that the item is suppressed and that it cannot be unsuppressed until you make enough sales to get it out of "poor" status.
Question: How can you sell any more items to bring it out of "poor" status if it is suppressed?
Answer: You can't! And NO, seller support will not help you. Your only option is to delete the listing or change the listing (this does not change the "poor" status).
Seller_gwzuNYC3ogYNo
I literally had a Very Poor VOC when the return comment was something like "nothing wrong with it, it's great, I just ordered by mistake"
So yeah, it seems like any comment is a Very Poor comment.
Seller_RsxUZ4KjM1Cws
Right - any return for any reason is now being treated as a "bad thing", and worthy of punishment, despite the fact that Amazon has made returns ridiculously easy for customers. It's a no-win situation, all created by Amazon themselves.
Rose_Amazon
Hi @MichaelD,
Thanks for the post.
See below for other options other than create a removal or disposal order for the ASIN
- Update the product detail page
- Some common problems include missing compatibility details, incorrect size charts, and poor-quality images
- Click Edit listing to change the title, bullet points, product description, or image
Including a quick read on Resolve your CX Health issues.
Best regards,
Rose_Amazon
priscilla_amazon
Hey @Seller_nTDvdPun50jLz, I'm trying to reach out to the team that manages the Voice of the Customer dashboard to share these concerns. I'll keep you posted once I have more insight.
