LL - Responding to Amazon Seller Feedback

We should respond to ALL Seller Feedback (both positive and negative) on a regular basis.

Task List: 

• Send an email to each person who leaves positive seller feedback, requesting a review.
• Respond to Negative Feedback via email and do whatever it takes to resolve the issue satisfactorily, and ask for the feedback to be removed. 
• Remove Negative Feedback when possible (if Seller Feedback contains something that can be perceived as a product review, we can ask amazon to remove it).
• Understanding Seller Feedback: 

1. The Seller feedback area is specifically about the performance of the seller (Vitalifi/SCS).
2. Amazon sends the customer an email asking for details about their delivery.
3. The customer is asked to indicate "Yes/No" for
   1. Arrived on time
   2. Item as Described
   3. Customer Service
   4. They are also asked to rate these services a number between 1-5 and leave a comment.
4. Seller Feedback is not meant to be a "product review". Therefore when the customer provides all "yes" BUT leaves a low score (3 or below) and a comment about a PRODUCT we can ask Amazon to have it removed. (see removal process).
5. Responding to Positive feedback (usually a 4-5 star rating)
   1. We proactively ask those who leave positive "seller performance" feedback to also leave a product review.
   2. Go to amazon seller central, performance tab, then select feedback. 
   3. Click on the order id and view the order. Make sure the customer paid for their order.
   4. We do not need to respond to people who received a free product, or who have been refunded.
   5. If the customer is a paying customer send them the Feedback Seller (pos) - (Product)+ Positive Product Review email from HelpScout, requesting they leave you a positive review about the product. (see email example below).
   6. Do not reply to comments in the feedback section.
   7. Note: to know if a customer has already been emailed about their feedback you will need to view the "Messages" section, then enter their order id to locate communications. This can also be viewed in HS. 
   8. Email the customer SUBJECT:  Can you help with this?  Tag pos feedback
      1. Hi (CUSTOMER, I'm {%user.firstName%}, Thank you so much for leaving us positive seller feedback on Amazon! I'm beyond happy to hear that you love our (Product name) as much as we do. I put my heart and soul into this company so it means the world to me to receive such positive feedback — thank you so much for sharing. (See below)
      2. 
         Seller feedbacks are different from product reviews. Would you mind doing a ‘copy and paste' of your feedback as a review on our (Product name) product page on Amazon here: 
         
          I believe that your feedback is especially valuable because it highlights your satisfaction with the efficacy of our product. I think this could really help people... and it could really help me too! 
         
         “(Customer feedback content.)”
         
         Reviews are the lifeblood of our brand… they validate product and service value, help to create awareness, and add experiential value to the customer. This would be a huge deal for us... Either way, thank you for your consideration and I sincerely hope to stay in touch.
      3. Links to leave a review - (these are already saved in the email template in Helpscout)
         1. Vitacell+: https://www.amazon.com/dp/B07N461294#customerReviews
            FloraThrive+: https://www.amazon.com/dp/B07N1RWB6S#customerReviews
            VitaOmega+: https://www.amazon.com/dp/B07N1S2WQC?#customerReviews
6. Responding to Negative Seller feedback (3 or below star rating, or has left negative comments)
   1. We should respond, via email, to the customer about negative seller feedback, apologizing and resolving any issues, and asking them to remove the feedback.
   2. Email the customer: (this is saved in HelpScout as Feedback Seller (neg) - Resolve issue & request to remove)   Subject: Can we make it up to you?  Tag: neg feedback
      • Hi Customer, 
      I'm {%user.firstName%}, and I just noticed that you left negative "seller feedback" about (PRODUCT) and I wanted to personally reach out and apologize for the poor service you received.   
      Here at Vitalifi we pride ourselves on exceptional quality standards and customer service, and I would like to take the opportunity to rectify the situation for you by offering either:   
      
      A full refund 
      A coupon or An Amazon Gift Certificate  
      in the amount that you paid for the product ($XX). 
      
      I want you to be happy with your Vitalifi experience and will stop at nothing to make sure you are fully satisfied. So please let me know how I can achieve that by replying to this email with your choice. 
      
      As a small company, negative customer feedback has a very significant effect on how our business grows and improves, and therefore all I ask in return is would you mind removing your feedback?  Just until I have the chance to rectify this problem for you.  
      
      I’d really appreciate your help and understanding. 
      Thank you once again for your business and I hope to hear back from you soon. Like I said, just hit reply to this email (insert instructions about how to remove)
   3. Removing Seller Feedback
   4. Go to the Performance Tab and then click on Feedback on the Drop Down Menu.
   5. Note: If their comment appears to be a comment about the actual product versus feedback about the performance of the seller then we contact Amazon and attempt to get the comment removed. If it’s a problem with delivery, we also ask for it to be removed, because Amazon handles fulfillment. Either way, we email the customer! 
   6.  You can now see the list of individual Feedback from your customers.
   7. On the feedback, you wish to remove, click on the dropdown button and choose Request Removal.
      1. 1. Once you’ve chosen Request Removal, you will see the criteria for removing feedback. If a customer’s review falls under these criteria, simply click on YES and Amazon will provide information via when/if removal has been successful
            1. Amazon only removes feedback in the following cases:
               1. The feedback includes obscene language.
               2. The feedback includes seller-specific personally identifiable information.
               3. The entire feedback comment is a product review.
               4. Strikethrough feedback if it is regarding fulfillment or customer service for an order fulfilled by Amazon.
               5. Did the feedback you received meet any of the criteria above? 
               6. Click on Yes or No.