LL - Handling Amazon Customer Product Reviews
Managing Product Reviews left by Amazon customers
- We’ll monitor the Vitalifi/SCS Amazon Account for both good and bad reviews, respond publicly, then for negative reviews separately email the customer email to apologize and find out how we can make them happy, either through a refund or issue of a coupon in the amount of their purchase. We’ll also ask them to remove the feedback. Once we email them to ask them to remove feedback. We’ll wait for their reply before taking any action.
- Reviews are handled similarly to Positive and Negative Feedback responses.
- Log In to Seller Central and Reply from there (as the BRAND). You will need the accounts@vitalifi.me login info to do this.
- Once logged into that account click on the "stores" tab then go to the store page located at: https://www.amazon.com/vitalifi
- Select the product "VitaCell" and then scroll down to the reviews section, then you can sort reviews from here. Start by selecting "most recent". We'll repeat this for each product in the store individually.
- The rule for replying: If negative, post a public comment - Apologize, Accept responsibility, and work to start communicating with them via email to resolve any issues and possibly get them to remove the review.
- The rule for replying: If positive, post a public response only.
- Add product keywords (below) to your public responses. (use different keywords in each response).
- If it's a response for Vitacell, use vitacell keywords only.
- Responses to reviews should be published publicly as an attempt to show we care and build goodwill.
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- Responding to reviews (positive and negative)
- Watch: https://www.loom.com/share/f6702163782e4d81a38bdb33f07e8169
- Go to the product listing in the Vitalifi store: https://www.amazon.com/vitalifi
- Select the product
- Scroll down to the reviews section
- Select “most recent” from drop-down
- Look through the reviews (respond to both pos & neg)
- Get the customer's name and search in Zonmaster to obtain their amazon email address so you can email them from HelpScout. It's a good idea to search Helpscout to see if we've already had communication with them.
- In Zonmaster select Customers Tab, then search the last name in the recipient name box. Like: https://www.loom.com/share/697cbce741594cdca7d70a633020180c
- Look the customer up in the amazon account to see if we've refunded them. If the review is positive but the customer has already been refunded - do not post a reply.
- Our response (on amazon) to their review should be similar to this and should include keywords from the list below:
- Positive: Hi Name, thank you for your review of our VitaCell+ flavonoid supplement we're so happy to hear you liked the product. Please let us know if there's anything we can do for you.
- Negative (with an email address): Hi Name, we’re so sorry to hear about your experience with VitaCell+ flavonoid supplement. As with any health supplement, individual results may vary, and we regret that you didn’t get the results you expected with VitaCell+. We aim to offer customer satisfaction for everyone purchasing our products and this is why we offer a refund guarantee. We've sent you an email to start communication about how to resolve this. Please feel free to reply back so we can work to get this resolved for you. Thanks for giving VitaCell+ immune booster a try. We sincerely thank you for your feedback and the opportunity to make this right.
- Negative (can't locate the customer email): Hi Name, we’re so sorry to hear about your experience with VitaCell+ flavonoid supplement. As with any health supplement, individual results may vary, and we regret that you didn’t get the results you expected with VitaCell+. We aim to offer customer satisfaction for everyone purchasing our products and this is why we offer a refund guarantee. We’d be happy to start communication about resolving this but are unable to locate your order. Please feel free to contact us through your amazon account so we can work to get this resolved for you. Thanks for giving VitaCell+ immune booster a try. We sincerely thank you for your feedback and the opportunity to make this right.
- For negative reviews (with an email address) If you were able to locate an email address, and the customer has not already been refunded, you will send an email to the customer from HelpScout.
- Send this reply: (saved in HelpScout as Reviews - Negative Review Response (VitaCell+) and can be tailored to any product/issue.
Dear {%customer.firstName,fallback=%},
My name is {%user.firstName%}, and I am the Amazon Customer Happiness Manager at Vitalifi. I am very sorry that you were unhappy with your VitaCell+ purchase and that you didn’t get the results you expected.
As with most health supplements, results can vary from person to person and that is why we stand behind our lifetime guarantee.
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 ($XX).
I want you to be happy with your Vitalifi experience and will stop at nothing to make sure you are fully satisfied. So please let me know how I can achieve that by replying to this email with your choice.
As a small company, negative customer feedback has a very significant effect on how our business grows and improves, and therefore all I ask in return is would you mind removing your feedback? Just until I have the chance to rectify this problem for you.
I’d really appreciate your help and understanding.
Thank you once again for your business and I hope to hear back from you soon. Like I said, just hit reply to this email
Kind regards,
{%user.firstName%}
Customer Happiness Manager
Amazon ~ Vitalifi LLC - Once you hear back from the customer with their choice, complete their request.
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- If Refund - In the amz account look up the customer via email, view the order, and issue a refund.
- select general adjustment as the reason
- In the note, section write: refunded due to negative review
- Or make a coupon and send it to the customer.
- How to make a coupon: https://drive.google.com/file/d/1mTGDilbWrI3eRMuCbSjz78bEbmR4IHnI/view
- Or issue a full refund or an Amazon Gift Certificate in the amount that you paid for the product ($XX).
- If the review is positive, we only respond on amazon (no need to email unless there is an issue they need assistance with)
- If the review is negative, but there is no email, we only respond on amazon.
- Use the following Key Words when replying to customer questions or product reviews publicly on Amazon
- (use different keywords in each response).
- If it's a response for Vitacell, use vitacell keywords only.
- (use different keywords in each response).
VitaOmega KeyWords
burpless fish oil epa-dha high epa dha epa dha dha epa wild caught fish oil VitaCell KeyWords
immune support flavonoid supplements longvida curcumin supplements brain fog supplement brain fog boswellia serrata immune booster joint supplements for women boswellia serrata extract liposomal curcumin keto brain fog joint health supplement joint supplements for men resveratrol quercetin curcumin flavonoids supplements joint supplements resveratrol quercetin liposomal curcumin capsules
FloraThrive KeyWords
digestive enzyme probiotic
digestive enzymes probiotics
best probiotics for women
probiotic enzymes
enzyme probiotic
probiotics digestive enzymes
probiotics for women
probiotic enzyme
probiotics enzymes
women probiotics
dr formulated probiotics for women
probiotic digestive enzymes
dr formulated probiotics