Tuesday, 3 August 2010

Feedback plummets on Amazon Marketplace

Many Amazon Marketplace sellers are reporting a significant drop in the amount of feedback that they are receiving from their customers. One of the reasons for this is that Amazon do not allow customers to leave feedback until 48 hours after despatch. Although this prevents impatient customers from leaving negative feedback too early for non delivery, it does have the effect of penalising efficient sellers and frustrating customers who want to leave feedback as soon as they receive their order.

Amazon's responses to seller complaints have - to say the least - been varied:

"Feedback issue being addressed... highest priority."

"There is a delay for leaving feedback. Buyers must wait the estimated delivery time has been concluded before leaving feedback to ensure that buyer has received the item prior to leaving feedback."

"If your buyers are having trouble leaving feedback, please ask them to contact our customer service department. Their phone number is 0800 496 1081."

"No issue - buyer in question needs clear details on 'How to leave feedback'."

And Amazon's response to a buyer complaint (edited to correct the English):

"As you know you can leave feedback only when estimated delivery date has passed. We have set this time frame based on inputs from sellers [!] and various resources."


No comments:

Post a Comment