The Ultimate Guide on How to Increase Your Amazon Seller Rating
Are you an Amazon seller struggling to increase your rating? A high seller rating is crucial for attracting new customers and building trust.
In this comprehensive guide, we’ll delve into effective strategies to improve your Amazon seller rating and enhance your business’s success.
What is Amazon Seller Rating?
Amazon Seller Rating refers to the ratings and reviews customers give to sellers. It is different from product ratings, which are directly tied to the products themselves.
Customers can rate and provide feedback on both products and sellers. Seller ratings focus on the seller’s services, attitude, transparency, and support.
While customers often leave positive ratings for products, they may leave negative feedback for sellers.
More specifically, seller ratings are based on factors like shipping policies, refund policies, delivery times, customer support, transparency, honesty, packaging, and communication.
Product Rating Vs. Seller Rating on Amazon
Product ratings and seller ratings are two distinct aspects. Product ratings focus on the product’s performance, quality, specifications, features, and price.
In contrast, seller ratings pertain to the services offered by sellers, including their communication with customers and after-sales support.
Although these two ratings may seem similar, they are unrelated. For example, if a seller is offering an Apple product, the product quality is unquestionable.
However, customers can leave negative feedback for the seller if there are issues like delayed delivery, inflated prices, incorrect products, or poor after-sales support. Therefore, while product and seller ratings are connected, they are not dependent on each other.
How Is Amazon Seller Feedback Rating Calculated?
We’ve discussed Amazon Seller Ratings, and now it’s time to understand how they are calculated. Before diving into that, it’s important to first understand the types of ratings.
Amazon divides ratings into three categories, as follows:
Positive Ratings
Amazon uses a 5-star rating system, with 5 being the best and 1 the worst. Ratings of 4 or 5 stars are considered positive.
This indicates that customers have had a good experience with the seller, and the overall shopping experience was satisfactory.
Neutral Ratings
A 3-star rating is considered neutral by Amazon. This means the overall shopping experience was average—not particularly good or bad. It also suggests that there are areas where the seller could improve.
Negative Ratings
Ratings of 1 or 2 stars are considered negative. This indicates that customers were dissatisfied with their shopping experience. Negative ratings can be harmful to a seller, as Amazon may take strict actions based on poor feedback.
Understanding these rating types is crucial because Amazon calculates the overall seller rating based on positive ratings.
The final seller feedback score is calculated by dividing the total number of positive ratings by the total number of ratings. The result is displayed as a percentage.
For example, if a seller has 5 positive ratings out of 10 total ratings, Amazon will display “50% Positive” to customers. The more positive ratings a seller receives, the higher the percentage will be.
Importance of Having a High Amazon Seller Feedback Rating
Amazon seller ratings, or feedback, are critical, yet many sellers overlook their significance. Often, sellers focus solely on product ratings and ignore seller feedback, which can lead to serious challenges in the future. Therefore, it’s crucial to understand the importance of Amazon seller feedback.
1. Customer Trust
Amazon seller ratings directly impact customer trust. Shoppers tend to rely on ratings and feedback from other customers.
If a seller has a high percentage of positive ratings, customer trust develops naturally. Such ratings help sellers stand out and attract new customers.
2. Higher Rankings
Amazon supports and promotes sellers with positive ratings and feedback because a positive shopping experience benefits Amazon as well.
Ratings significantly influence search rankings. Sellers with high positive ratings appear higher in search results, and their products and listings also rank better.
Conversely, negative or neutral ratings lower your rankings, causing your listings to underperform. For example, if two sellers offer the same product at the same price, Amazon may promote the seller with higher positive feedback.
3. Winning the Buy Box
The Amazon Buy Box is a game-changer for sellers, and those who win it see a significant boost in sales and revenue.
Amazon selects the best seller for the Buy Box, with positive feedback being a key determinant.
Although Amazon considers other factors, strong feedback and reviews are crucial for winning the Buy Box. Sellers with negative feedback rarely win, while those with neutral feedback have only a slim chance of securing it.
4. Building a Strong Brand Image
Consistently receiving positive feedback and maintaining high ratings contribute to brand popularity. Many sellers have built reputable brands on Amazon simply by offering great products and services over time. High positive reviews attract new customers and foster loyalty among existing ones, helping to establish a brand that customers trust.
How to Find Amazon Seller Ratings?
No matter how big or small, new or experienced a seller you are, it’s essential to constantly monitor your seller feedback. Here’s how you can view your seller feedback:
- Log in to Seller Central.
- Go to the Performance section on the dashboard.
- Under Performance, find Feedback and click on it. This will display your seller feedback, along with the date and time of each review. Make it a habit to consistently monitor your feedback.
How to Improve Amazon Seller Ratings?
Now that you understand the significance of Amazon Seller Feedback, let’s explore strategies to enhance your Amazon Seller Rating.
1. Maintain Transparency & Honesty
The most common cause of negative feedback is a mismatch between the product listing and the actual product. This can lead to dissatisfaction and even anger among customers.
Be transparent and genuine with your customers. Provide accurate information, authentic images, and correct specifications for your products.
Avoid making false claims, exaggerating features, or using unrealistic images. These actions can damage your reputation and erode trust in the market. Ensure that the listing accurately reflects the real product.
2. Packaging and Timely Delivery
Proper packaging and timely shipping are crucial for a positive customer experience.
Use appropriate packaging materials to protect your products during transit.
Ship orders promptly to meet or exceed customer expectations.
3. Provide Outstanding Customer Service
Effective communication with customers is essential for building relationships and providing excellent customer service.
Respond promptly to customer inquiries and complaints, demonstrating your commitment to customer satisfaction. Delays in addressing customer questions can lead to negative feedback, affecting your overall seller performance and reputation.
Use a polite and helpful tone in your communication to create a positive impression.
4. Proactively Request Feedback from All Customers
Encourage customers to leave feedback by sending follow-up emails or messages that actively solicit customer feedback.
Explain the process customers must follow to leave seller feedback, providing clear instructions and guidance. Include a personalized request for feedback to increase the likelihood of a response.
5. Respond to Negative Feedback
Acknowledge and address negative feedback promptly to show customers that you value their input.
Apologize for any inconvenience or issues and take steps to resolve the problem.
Use the opportunity to demonstrate your commitment to customer satisfaction and improve your future performance.
Can Customers See Amazon Seller Ratings?
Amazon doesn’t openly display seller ratings, but customers can still view them. On the product page, Amazon shows “Ships From” and “Sold By” columns.
The “Sold By” column contains the seller’s name. When customers click on the seller’s name, they are taken to a seller page that includes all relevant information, including ratings and feedback.
Users can read every review on the page and learn more about the seller in detail.
How to Ask For Seller Feedback from Customers?
Customers often leave product ratings instead of seller feedback. Because of this, Amazon has removed the seller feedback option from the orders page.
On the orders page, customers will only see the option to rate and review the product. The seller feedback option is now located on the order details page.
As a result, many customers do not provide seller feedback. To encourage feedback, you can reach out to customers via email, kindly requesting seller feedback. You can also include a link to the seller feedback page along with a thank-you note.
How to Handle Negative Feedback
Negative reviews can be detrimental for sellers, so they should never be ignored. If you encounter negative feedback, take immediate action to resolve it. Here are some ways to handle negative feedback:
1. Respond Immediately
As soon as you notice negative seller feedback, respond to the customer right away. Delaying your response can make the situation harder to manage, and the customer may also leave unfair product reviews.
2. Listen to the Customer’s Concern
It’s crucial to patiently listen to the customer’s concern first. After hearing the issue, start by apologizing for any inconvenience caused.
Next, offer various solutions such as an instant refund, a full replacement, or doorstep repair. Allow the customer to choose the preferred solution, and be polite throughout the process.
3. Act on the Solution
Once the customer selects a solution, begin implementing it right away. Whether it’s a refund, replacement, or repair, the solution must be completed promptly.
Most importantly, avoid interrupting the customer until the issue is fully resolved. Providing exceptional customer service will increase the likelihood of receiving more positive reviews.
4. Follow Up
Follow-up is key. Ensure you provide updates on the solution you’ve offered. Continue to follow up even after the issue is resolved to ensure the customer is satisfied.
In the final follow-up, you can ask for additional feedback and kindly request positive feedback for the future.
5. Offer Assurance
Lastly, reassure the customer that you’ll take steps to prevent similar issues from happening in the future. At this stage, you can also share your side of the story behind the problem.
This will create a positive and responsible image, helping to build trust and strengthen your relationship with the customer.
What Is Invalid Feedback?
Amazon values both its customers and sellers. While its policies may seem strict at times, the platform ensures fairness.
If a seller receives invalid negative feedback, they can request its removal. Amazon allows sellers to appeal disputed feedback, and if everything checks out on the seller’s side, Amazon will remove it.
However, Amazon only accepts appeals under specific terms and conditions. Here are some examples:
- Feedback related to shipping issues when Amazon handles fulfillment (FBA).
- Feedback that is actually a product review.
- Abusive, illegal, or promotional content.
- Issues with product or delivery pricing.
How to Remove Invalid Amazon Seller Feedback?
If you have received negative feedback on Amazon, the first step is to check whether it meets the criteria for removal. If the feedback falls under the terms and conditions stated above, you can submit a removal appeal to Amazon. Here is a step-by-step process to do so:
- Step 1 – Log in to Seller Central Account.
- Step 2 – Go to the Performance section in the dashboard.
- Step 3 – Find the Feedback option in the Performance Menu.
- Step 4 – Select the invalid feedback you want to appeal.
- Step 5 – Click on the Actions link beside the selected feedback.
- Step 6 – Click Request Removal, and Amazon will guide you through the process.
Conclusion
Understanding Amazon seller ratings and feedback is crucial for success on the platform. Positive seller feedback builds customer trust, enhances rankings, and increases the likelihood of winning the Buy Box. By actively managing feedback—addressing negative comments promptly and appealing invalid ratings—sellers can foster a strong brand reputation and ensure ongoing growth.
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