Which tools are used to manage seller feedback?
Feedback Manager is a tool that helps you manage and monitor your seller feedback. This tool provides a consolidated view of seller feedback and rating, and helps you monitor your performance by displaying short-term and long-term feedback rating metrics. It also helps you take guided actions concerning buyers’ issues and request for removal of negative feedback.
You can use Feedback Manager to address any situation by researching the cause behind each negative rating and addressing the buyer’s concerns by making improvements to your processes and policies. For tips on improving and managing feedback, see Best practices to maintain positive feedback and rating.
The Feedback Manager consists of two tables:
- Feedback Rating table: This table displays the percentages of positive, negative, and neutral feedback rating aggregated for the past 30, 90, 365 days. It also captures record for lifetime.
- Recent Feedback table: This table is ordered by the date when feedback was received, rating, Order ID, and Actions. Under Actions, you can opt to perform the following:
- Request removal of feedback (should be done only via Feedback Manager)
- Post a public reply
Note: You can download a report for all neutral and negative feedback by viewing the instructions in Download a report of buyer feedback.
Refer to the criteria outlined in Can AlphaDiscounters remove buyer feedback before requesting removal of feedback via Feedback Manager.
Important: Requests for feedback removal can only be made via Feedback Manager, and usage of any other channel to request the same may potentially result in the deactivation of your selling account. Removal requests must be made within 90 days of the feedback submission. The system will prevent feedback removals after 90 days.
If you are concerned about incorrect feedback that meets our criteria, you can request for removal of the feedback by following the steps outlined below:
- Go to the Feedback Manager.
- In the Recent Feedback table, next to the specific Order ID, select Request removal under the Actions column.
Under Feedback Manager, you can post a public reply under a specific feedback. Frequent usage of this feature will enable prospective buyers to view your response to the feedback, which can potentially increase their trust in your business. Follow the steps outlined to post a public reply to specific feedback:
- Go to the Feedback Manager.
- In the Recent Feedback table, next to the Order ID, select Post a public reply under the Actions column.
Note the following guidelines when you post a public reply:
- Do not provide any private information about yourself or the buyer including personal information such as contact information (names, emails, phone numbers, and addresses) or payment information.
- Leaving a response will not have a numerical impact on your feedback score.
- Once submitted, responses can be removed, but they cannot be changed.
- Do not ask the buyer questions or start a dialogue because buyers cannot respond to your public reply.
- If the buyer’s feedback is suppressed in the future, this response will also be suppressed.
Important:
Buyers have 90 days to leave feedback from the time that their order is confirmed and can remove feedback anytime, at their discretion. AlphaDiscounters will remove feedback only when it meets the criteria specified in our policy. For more information, see Can AlphaDiscounters remove buyer feedback?
You cannot offer discounts or other kinds of incentives in exchange for positive feedback or the removal of negative feedback. For more information, see Selling Policies and Seller Code of Conduct.