Remember your early school days and how awesome it felt to have a sticker and ‘Great job!’ written on your work? The adult version of that is getting 5-star seller ratings on Amazon. If you’re stuck on how to get there, FeedbackExpress will show you the way.
Make Sure You Know the Difference Between Seller Feedback and Seller Rating
To understand how you can get a 5-star seller rating, you’ll have to understand how it’s different from 5-star seller feedback.
Seller feedback is a review left by a buyer on your page, assessing your service and products.
Your Amazon seller rating is an aggregate score given by Amazon on all orders between 0-100 over the past 12 months. The metric aims to measure overall customer satisfaction and is intended to help you identify customer service improvements that could lead to more satisfied buyers and a better rating for you
If a buyer clicks on your name, they’ll be able to see the starred reviews previous buyers left. For example, check out this page on lightning cables. It shows a number of sellers, their star ratings, what percent positive it is over the last 12 months and the total number of reviews.
As a buyer, at first I’m looking at how many stars the seller has in their rating. But I’m also looking at the number of reviews they have, and what percentage positive it is. If I’m torn between one seller with a 100% positive rating and another with 99%, my next step is to look at how many reviews. If the one with a 5 star 100% positive rating has fewer reviews than the 5-star 99% positive rating, I’ll likely pick the latter because more people have shown faith in this buyer and they have a longer, more dependable history.
The Stuff That Goes into a Seller Rating
So far, we’ve covered three very general areas of a seller rating: number of reviews, number of stars, and percentage of positive reviews (i.e. customer feedback). But a seller rating is comprised of more complexity and detail than that. The other criteria that go into determining a seller rating include:
- Order Cancellations: The fewer cancellations you have, the higher your rating.
- Shipping: If your deliveries are consistently late, your rating goes down. But if they’re on time or early, then your rating goes up.
- A-to-z Claims: There are a number of reasons why a buyer could file an A-to-z claim, and none of them are good. If the claim is successful, your rating drops.
- Customer Support: This includes things like answering questions within 24 hours and having a working way of buyers reaching you. To avoid your seller rating dropping, check your spam filter and customer support number.
- Expired Orders: If an order hasn’t been fulfilled within 30 days, it’ll get cancelled by Amazon — and you’ll be penalised.
- Chargebacks: If a buyer contacts their credit card company to dispute a fraudulent charge and the company makes good on it, this is known as a chargeback.
What You Can Do to Aim for a 5 Star Seller Rating
Use any or all of the following to bolster your seller rating and get it up to 5 stars.
- Respond to Issues and Queries: Getting back to customers within 24 hours is ideal, but the sooner, the better.
- Be Nice, Polite, and Professional: If a buyer is reaching out because they’re upset, the last thing they want is a rude or canned message. Be friendly and respectful towards them, and really try and understand what they’re upset about — and then solve the problem to the best of your abilities.
- Negative Reviews: Poor feedback doesn’t have to be permanent on your page. Be proactive about removing it so your overall rating can go up. Remember what we wrote about percentage of positive reviews?
- Automated Feedback Software: It can take a lot of effort to write individual emails asking for feedback, but an automated feedback app goes a long way in doing the work for you. It’ll alert you to negative reviews so you can act quickly, and also send out templated emails at regular and proper intervals.
- Shipping: Using FBA is the easiest way to avoid worrying about items being delivered on time. But if you want to fulfil orders yourself, use a reliable shipper and give the buyer a valid tracking number so they can see where their product is.
- Order Cancellations: Some of the most common reasons that lead to an order cancellation include running out of stock and sending the buyer an item that didn’t match the description. To avoid order cancellations, use an inventory management software to help keep track of everything.
We mentioned it earlier but we’ll say it again: using an automated feedback app is one of the best and most direct ways you can improve your Amazon seller rating. Not convinced? Take a ride on the FeedbackExpress train to see how much it can change your business. And when you sign up now, you’ll kickstart the magic with a free 30-day trial.