How does feedback and rating work?
While leaving feedback on an order, buyers can select a star rating and from a set of pre-defined reasons. Buyers can also leave their comments as free-form text. Feedback consists of the feedback rating and the feedback comment, which describes buyers’ order fulfillment experience in their own words. To leave feedback, a buyer must rate you using a 5-star system:
- Positive feedback: 5 or 4 stars
- Neutral feedback: 3 stars
- Negative feedback: 2 or 1 stars
Good feedback often starts with a good buyer experience and positive buyer feedback improves your Feedback Rating. If you receive negative feedback, you should try to find the cause of the problem and work toward a resolution.
Visit Feedback Manager to see your most current feedback and rating. You can learn more about Feedback Manager in Which tools are used to manage seller feedback?
About feedback ratings
Feedback percentages are rounded off to the nearest whole number and therefore, your totals can sometimes add up to 99% instead of 100%. For example, if a seller has 1,001 positive, 15 neutrals, and 4 negative ratings out of a total of 1,020 ratings, the percentages will show as 98% (rounded off from .981), 1% (rounded off from .014), and 0% (rounded off from .003), for a total of 99%.
We calculate your feedback score using the following method:
SUM (positive feedback) / SUM (all feedback) for feedback left in the last 30 days, 90 days, 365 days, and lifetime
For example, suppose you get the following feedback scores:
| Feedback | 5 | 4 | 3 | 2 | 1 |
| Ratings per feedback | 55 | 35 | 5 | 3 | 2 |
- Total of all positive feedback = 90
- Total of all feedback (1 through 5) = 100
- Divide positive feedback by all feedback
- Feedback score = 90.0%
Note: We aggregate your feedback into 30 days, 90 days, 365 days, and lifetime time-range buckets. Your aggregated star rating and positive feedback percentage will change with time accordingly as your feedback accumulates in different time-range buckets.
About display of feedback ratings
If you have more than 10 buyer feedbacks over the previous 12 months, buyers will see your 12 month feedback rating and lifetime feedback total ratings in the following format on the All-Offers Display page:
XX% positive over the past 12 months. (YYYY total ratings).
If you have less than 10 buyer feedbacks in the previous 12 months, or all of your feedbacks are in the past year, buyers will see your lifetime feedback rating and lifetime feedback total ratings in the following format on the All-Offers Display page:
XX% positive. (YYYY total ratings).
Refer to the following sources for facilitating positive buyer feedbacks. Please note that these are recommended suggestions or best practices and AlphaDiscounters has no control over the feedbacks you receive:
Watch the tutorial for getting good feedback with customer service
Serving Customers Well – Feedback Matters
Monitor feedback and performance
Start selling: Monitor feedback and performance
Serving Customers Well – Feedback Matters
Building a trustworthy environment for customers to shop on Alphadiscounters.com is a very high priority with us. To build this sense of trust, we encourage and help our partners to achieve the same levels of service that AlphaDiscounters customers are accustomed to.
When customers decide to buy a product, they need some assurance from other customers that the merchant is trustworthy. A high positive feedback rating provides the peace of mind that customers need to click that Buy button.
If you go through your feedback—positive or negative—you will notice that most customers care about the following:
- Was the shipping fast?
- Was the item packed well?
- Was the tracking number communicated to the customer?
- Were the customer e-mails answered, and answered promptly?
- Was it easy to cancel an order or return an item?
- Was it easy to reach the merchant’s customer service representative?
- And of course, was the product as good as the way it was described on the Web site?
If you can answer ‘Yes’ to all these questions, you should congratulate yourself.
We also encourage our merchants to actively manage feedback by doing the following:
- Solicit feedback in all communications that go out to the customer, such as the packing slip.
- Investigate every negative feedback you receive to track the root cause of that problem and then to resolve it.
- In most cases, work with the customer to make the experience better, by issuing a refund, shipping a replacement item, or even sending a complimentary gift certificate.
- Monitor the feedback every week, seeking to maintain 95% positive ratings and a score of 4.5 or higher.
Encouraging product reviews
Conversion rate for products with positive reviews on detail pages is much higher than for products that have no reviews. We encourage you to include a link to the product detail page (which the customer just purchased from you) in the shipping confirmation e-mail that requests customers to write a review for the product. You will be surprised how customers respond if you make it easy for them to leave you feedback or write reviews for your products.
Start selling: Monitor feedback and performance
Why do I need to maintain a high feedback rating?
A high feedback rating is a critical success factor for selling on AlphaDiscounters. For information about customer feedback and the Feedback Manager tool, visit Best practices to maintain positive feedback and rating and About the Feedback Manager.
Where can I view my account health?
The Account Health page provides you an overview of your seller account’s adherence to the performance targets and policies required to sell on AlphaDiscounters. To ensure that we are delivering a great experience for our customers, AlphaDiscounters can take action on these metrics if they don’t comply with our targets.
What is a chargeback? How do I dispute a chargeback?
A chargeback occurs when a cardholder contacts their bank to dispute the charge for an order placed on AlphaDiscounters. They can be filed for a variety of reasons, ranging from non-receipt of the item ordered to unauthorized use of the credit card.
When a customer files a chargeback, AlphaDiscounters will contact you for additional information about the transaction. For more information, visit Chargebacks.
Can I contact my customers?
As part of selling on AlphaDiscounters, sellers communicate with customers both directly and indirectly. For details on how to communicate with customers, visit Communication guidelines.