FeedbackExpress FAQ

Customer feedback

We’ve gathered the most popular questions we get asked by new customers or those considering signing up for our free 14 day trial. If you need any further information or have an additional query not covered below, just jump on Live Chat or send us an email message and we’ll get back to you ASAP.

What does FeedbackExpress do?

FeedbackExpress is an automated feedback management application for Amazon. The system allows you to automatically setup emails that will be sent to customers that purchase from your Amazon store, the main focus being to legally request seller feedback and product reviews.

FeedbackExpress will also download your positive and negative feedback and display them for you to review.

You can set up FeedbackExpress to alert you via email and/or text message so you can deal with any negative feedback or reviews straight away.

You can also use the software to resolve cases directly with the buyer or even to open a case with Amazon if you feel the negative feedback left is breaching Amazon’s Terms & Conditions.



What channels does FeedbackExpress support?

The software can be used for the following marketplaces: US, UK, DE, FR, IT, ES, CA, MX, AU and IN.


Is FeedbackExpress safe to use on Amazon?

Absolutely! FeedbackExpress is 100% Amazon compliant and available on Marketplace Appstore within Seller Central.

Amazon Appstore

However, when setting up campaigns in your account, you need to make sure that what you decide to send doesn’t breach Amazon’s Terms and Conditions.

Do not include:

  • Links to any websites.
  • Links to Amazon detail pages or storefronts.
  • Seller logos if they contain or display a link to the seller’s website.
  • Any marketing message or promotion.
  • Any promotions for additional products or referrals to third-party products or promotions.

We also recommend that all sellers read this article which explains in greater detail what is allowed/not allowed in your emails to your buyers.

If you want to be 100% sure what you are sending is authorised, use the templates within FeedbackExpress as they have been designed to comply with Amazon’s Terms and Conditions.

We have templates for Order Confirmation, Seller Feedback and Product Review requests.

Campaign templates

How exactly does the software help me increase my reviews/feedback?

It has been demonstrated that without any feedback management software, you should expect on average a return of between 0.5-1% of feedback/reviews.

When using a feedback management tool, this number increases to 3-4% for the average customer.

By sending automated emails to your customers, you make the entire buying experience a positive one and you create a relationship that generally leads them to not only leave you positive feedback and reviews but also to them becoming returning customers.

There are many great success stories with FeedbackExpress, feel free to check them yourself and get some inspiration:

How many messages can I send per order?

With FeedbackExpress you can send up to three emails per order — usually an order confirmation email, a seller feedback request email and a product review request email.

This will vary depending on the type of products you sell.


Do you offer templates? Can I set up a campaign in a different language?

Yes, we do.

If you’re not sure what to send to your buyers, feel free to use our templates in your FeedbackExpress account. These have been designed to comply with Amazon’s Terms and Conditions and will provide you with a great base to start with. We encourage sellers to fine-tune and personalise them in order to get the best results.

The templates within FeedbackExpress have been professionally translated into German, French, Italian and Spanish — so they are ready to be used on any marketplace of your choice.

Can I include images or videos in my emails?

A big part of increasing your seller feedbacks and product reviews is to send emails that are customised so that the buyer can relate to your brand. FeedbackExpress allows you to add pictures, files or even videos to your emails to achieve this goal.


When will the emails be sent? Can I choose this?

Within your campaigns, you are able to choose exactly when you would like to send your emails.

You can select triggers based on the order status (confirmed, dispatched or delivered) and decide at what time of the day you want to send the email.

For example, the seller below has decided to send an email three days after the order is delivered at the same time the buyer placed the order.

3 days

Why choose FeedbackExpress?

FeedbackExpress offers amazing features and is one of the most cost-effective feedback management tools on the market. You can set up your account in no time, the software itself super easy to use and you will automatically get a 14 day free trial with 10,000 free emails (no credit card required). On top of that, our support team is great.

Don’t just take our word for it, check out what our customers are saying on Web Retailer.

Do you have any hidden features/fees?

There are no hidden fees or commissions with FeedbackExpress. You can find the prices of our plans here and this what you will pay each month.

How do the packages work?

The packages we offer include all the emails you want to send within your FeedbackExpress account.

Adding more marketplaces is completely free, you simply add accounts, create campaigns to start sending emails and that’s it.

If you need to upgrade/downgrade your package you can do it at any time!

For example, you might have two Amazon US accounts and one Amazon FR account and wish to send an order confirmation email and seller feedback request for each order.

On average you have 500 orders on each US account and 1,000 orders on the FR account, this would be a total of 2 emails per order x 2,000 orders = 4000 emails sent per month, so you could select our 5,000 email plan in FeedbackExpress.

You can also track three ASINs free of charge with any plan and more can be added if required. Just contact the support team for more details.

Why should I use your service if customers can opt-out of receiving messages?

What is important to remember is that Amazon’s opt-out policy does not affect all your buyers, only those who decided to opt out from seller communications. In a way, this policy enables to really focus on the people who are willing to leave seller feedback or a product review.

With the help of FeedbackExpress and our well-presented and well-timed emails, you will be able to get the most positive seller feedback and product reviews.

What if I want to cancel?

If you wanted to cancel, that is absolutely no problem at all. There are no contracts with FeedbackExpress, we work on a month by month basis so you can cancel at any time.

Ready to get started? Sign up today for your free 14 day trial, no credit card needed.

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