The disaster that can result from ONE customer leaving ONE negative feedback.
There are the obvious effects of negative feedback (having your
It is estimated that 70% of sales on
The good news and the bad news
Here’s the good news: With books,
Bad news:
The metrics
If your “Order Defect Rate” (a way
But there are other ways to lose the Buy Box too…
Don’t get comfortable – there’s more.
You don’t have to hit a 1% Order Defect Rate to lose the Buy Box.
Last month I found out the hard way how true this is
Recently I got two negative feedbacks in quick succession. They were left in error, and it took me a couple days to have them removed. In those two days, I watched closely to my Buy Box placement, and it plummeted. In fact, I may have lost it for ALL my listings – I couldn’t find a single offer that
This is why every single negative (or neutral) feedback must be addressed vigorously. Its not just about that feedback score next to your store name. A single negative feedback can mean disasterous consequences for your short-term sales.
Endnote: The blueprint for repairing feedback is coming
Some years ago I almost lost my
- Having feedback removed
- Buffering myself against its impact by artificially increasing positive feedback.
What I learned inspired an upcoming 50-page ebook I’m about to release: Feedback Mastery: The
I know feedback is a huge pain point for
Update, January 2014: The ebook is out. Feedback Mastery: The
Also, claim your free book:
Hi I was under the impression that there is not a buy box for used books. Did I miss something? Thanks for all the great information. Always a pleasure to see an email from FBA Mastery.
There hasn’t always been, but there is now.
Hi Peter,
I purchased Feedback Mastery previously (I think Jan 2015) – will you send an updated version to folks or should we purchase new?
Thanks!
Bonnie Sue
Great info! Thank you for this! Quick question…due to the fact that we don’t have surveillance on any book in our inventory that sits at the Amazon warehouses until sold, and due to the fact that we can’t supervise the process of being shipped, & received by the customer, where would you even begin with figuring out what went wrong if you got a feedback that said this… “This book was categorized as used very good. The binding is torn & breaking on the back. Very dishonest & greedy. I highly recommend looking for books elsewhere.” We all know, as sellers, having a long history of selling on Amazon & maintaining very good feedback, we wouldn’t risk any of that for a $20 book. So how do you even go about solving this without having proof that it was in very good condition when it left your hands & without knowing whether it was damaged by a warehouse worker or UPS or what? My 99% positive feedback for years has now gone in the hole for that one & one right after that which was for highlighting for a “used good” condition book, obviously due to the customer not reading the condition notes.
Thanks for the great article, Peter!
Recently, my Order Defect Rate went above 1% due to buyers returning books. On Amazon sales page,I had already described in my detailed description “although book is Like New, access codes are not guaranteed with used items.”, yet many students still bought the books and returned them saying no Access Code.
My feedback is still 100% positive. How do I bring my order defect rate to below 1% again quickly?
Thanks so much in advance for your answer, Peter!