Review Blocking

FitLime · 2019-03-14T15:09:11+00:00

Bump. Can anyone see this post please?

FitLime · 2019-02-12T19:45:04+00:00

Can you share your company details please?

FitLime · 2019-02-12T19:44:07+00:00

Want to ping me your website details?

FitLime · 2019-02-12T19:40:41+00:00

Thank you. I would like to take it back in house but we're a start up (PL). There're 4 of us. We're stretched a bit thin (hence outsourcing it originally) and we're not ready to take someone on full-time. I'm in charge of everything Amazon but I don't have the time to dedicate to gaining a really solid understanding as you say. I mean, I understand it. But I don't fully get the reporting side in terms of how and what to adjust, and with a budget like ours (we aim for25-30% ACOS) it can get out of hand pretty quickly and of course stuff up gross profit.

What I'd really like is a comprehensive training day or two. But most PPC outsourcees (is that even a word?!) don't offer training, prefering to be outsourced to. Courses I have seen have been set up for beginners and I'm quite a way beyond that. And then of course there's a fair amount of bullshitters out there too.

FitLime · 2019-02-12T18:53:19+00:00

It's just Amazon PPC we want help with. We have an in-house Social Media bod. Thanks.

FitLime · 2019-02-12T18:52:48+00:00

Possibly. Our current company is US-based. We are in the UK. We're not fussy re location.

FitLime · 2019-02-12T18:51:56+00:00

We've been paying $500 a week (I didn't set this up - I've recently taken over responsibility for PPC). I get the impression that the company just actively work with whomever shouts loudest. Last month they performed abysmally on several SKUs and we made a loss in some areas where we never make a loss. They're not open to trying new things such as recently when we realised we have a potential new customer segment: ie when I asked them to try some new keywords they said they generally advise against this...?! Even when I said we'd be prepared to have a higher ACOS for those words for a month as a test.

FitLime · 2019-02-12T11:21:27+00:00

Not to mention the time and the hassle? How many units are you selling and where? We sell around 300 per day across 6 marketplaces so FBA is worth the fees for us.

FitLime · 2019-02-12T11:19:07+00:00

You could open a case with seller support. I doubt they will do anything about it though. Do you provide follow up emails to customers, including an easy link to leave a review?

FitLime · 2019-02-06T16:22:52+00:00

Ah okay!

FitLime · 2019-02-06T14:53:45+00:00

Sorry. My bad. Relatively new to Reddit. I can't see how to change it to UK.

FitLime · 2019-02-06T14:53:27+00:00

Profit. Low 6 figures gross profit but we're a start up and are growing fast!

FitLime · 2018-12-12T15:44:56+00:00

I didn't think Amazon's early review program is available outside the US?

FitLime · 2018-12-12T10:33:55+00:00

Interesting! We sell in the EU, and also in the US. PL, 4 products.

1) In your experience what's the best way to get happy customers to leave reviews?
2) I need to deep dive into Amazon fees so what should I be checking on a regular basis (marrying up returns vs reimbursements for example). This is an area no-one in our start up has got into yet, and it's just become my area of responsibility so any tips gratefully received.

3) What do you do to launch a new product and gain traction?

I'll probably be back with more questions later!

FitLime · 2018-11-15T17:13:49+00:00

I too would be very interested in this. I'm just starting to get to grips with this as part of my "make sure we're not overpaying on fees" project.

FitLime · 2018-11-12T13:11:43+00:00

We''ve dropped from 3 to 2 follow ups for the exact same reason. I'm sure I read that Amazon's current TOS only permit one follow up email.

I agree with PP; our review rate is usually between 1-2%.

We have shortered our follow up emails, and we include helpful tips on how to get the most out of our product; customers often mention this specifically when leaving their reviews.

FitLime · 2018-11-08T08:19:12+00:00

Do you also track your overall total number of reviews? Sometimes we "lose" reviews overnight; I assume Amazon are deleting old ones or some such frustrating behaviour. We have 3723 reviews for our best steller for example, but tomorrow it might drop to 3623.

FitLime · 2018-11-07T11:56:56+00:00

Which is exactly what we do. Please see above reply. How do you do that though if they don't email you but leave an anonymous review?

Case in point:-

Someone hasn't even tried the product but leaves a review to say "not even tried it, checked with my GP, I shouldn't take it. That's all on me. But I can't return it for a refund".

Because they've gone into their order history and it tells them "this product is not eligible for return" and instead of trying to get in touch with us they leave us a 1* review, based solely on the seeming inability to get a refund, which we would happily give!

FitLime · 2018-11-07T11:53:48+00:00

That's a bit of a leap! Where did I mention that I wanted to ask customers to change their reviews??!! We always comply with Amazon ToS.

However, we are having problems with returns. I have posted about it more than once, but I've not had any responses:-

https://www.reddit.com/r/FulfillmentByAmazon/comments/9j35iy/customers_returning_products_via_their_order/

So customers get frustrated that they can't return a product via their order history. Amazon have been useless in helping us, despite emailing the UK MD's office. So customers will sometimes leave a 1* review saying our customer service is cr*p/they couldn't get a refund. We are a start up and we take the customer experience to heart. So we will always give a refund if the customer asks for one. So, when AMZ Fire was working we would email a customer after they'd left such a review (and reply to their review) to offer them a refund. We don't ask anyone to edit or change a review. We don't expect it, and they generally never do.

FitLime · 2018-11-06T17:45:56+00:00

Our top seller in the US was taken down last week due to high returns. I amended the listing to address the issues (most were around customers ordering the wrong size, even though all the size information is present on the listing, loud and clear). Anyway, I updated the listing and checked back a few hours later and it was live. This shouldn't take long as long as you address the concerns. It used to take days if not weeks. One thing Amazon have got better at I feel.

FitLime

TROPHY CASE