Let’s face facts: seller feedback and reviews are essential vehicles for reaching success on Amazon. Unless you’re actively garnering positive feedback and reviews from customers on the platform, you don’t stand a chance of competing and winning the Buy-Box.
But requesting feedback and review the right way can be tricky, and sellers may not often have the time to craft specific emails that cater to each customer. That’s why most sellers prefer to rely on pre-existing feedback and review request templates for the same.
However, there’s a catch here as well.
Amazon is pretty strict about their feedback and review seeking guidelines, and any violations can land you into legal trouble, not to mention, invite punitive action from the platform. Hence, while using feedback and review request templates, you need to be aware of these guidelines and stick to them assiduously.
To ensure that you can do so with success, today, we are going to discuss some of the violations that can sneak into your feedback and review templates. Once you’re up to speed on these violations, you can ensure that they don’t find their way into your requests.
Let’s see what these are.
Incentivizing For Positive Feedback
When using any feedback request templates, you, as the seller, need to make sure that your email does not seek to incentivize users for the positive feedback. Offering rewards such as discounts, coupons, and similar incentives in exchange for good feedback is a direct violation of their feedback policy as per Amazon guidelines.
When you’re using a particular feedback template to request customers, make sure that it doesn’t imply any offers or incentives in return for the positive feedback. Doing so can invite penalties from Amazon and get you banned on the platform. So, take care to ensure that you don’t fall into this trap.
Directing The Customers’ Actions
Feedback template languages are generally courteous and professional. However, you must be aware of any hidden implications when using the same. Sometimes, Amazon may interpret even polite requests as a direct effort to influence the customers’ feedback decision.
That’s why you need to double-check your feedback email to ensure that the language of the communique doesn’t try to push customers towards giving a positive one. You need to be upfront and ask for their honest opinions on your service.
Asking To Remove Or Change A Review
Negative reviews are a reality of selling on Amazon. And even though a seller might not always agree with what the customer has to say, they can’t really be stopped from leaving a negative review.
However, many sellers try to influence customers and attempt to get them to change or remove negative reviews. Action like this, again, is a violation of Amazon’s guidelines.
That’s why, when you’re using a template to request reviews, make sure the language doesn’t imply asking the user for positive reviews or changing a negative review. Remember, this can do your business more harm than good.
Soliciting Reviews Only From “Positive Experience” Customers
Another guideline violation that you may slip into is asking only those users for reviews who you think had positive experiences. By requesting the same only from them, you’re effectively trying to block any negative reviews from appearing against your service.
As per the Amazon guidelines, if you’re indeed soliciting reviews, then you must do so from all customers, irrespective of whether you think they’ll leave a positive review or not. A step like this is essential to maintaining a balance when it comes to the review requests.
Using Improper Language In Your Feedback Templates
Finally, when you’re sending a feedback email based on a template, make sure that you’re using the right language. The use of inappropriate words in your emails can draw flak from the customers as well as Amazon. So, make sure you’re not taking that route, intentionally or otherwise.