Held Hostage By My Amazon Seller Rating – How I Broke Loose

Held Hostage By My Amazon Seller Rating – How I Broke Loose

Posted on 17. Jun, 2013 by in Archived Post

Well, about three weeks ago (May 28th) I posted an update on my Amazon Seller Rating which, at that time, was a 73 (Fair). I have more good news…..my rating is now up to 88.31 which falls into the “Good” category. A couple of things to note from the picture below:

  • Using Amazon’s formula (Total Points/Total Orders = Seller Rating), you can see how “Negative Feedback” can have a devasting impact on your Seller Rating. In my case, my Total Points = 3100 and my Total Orders = 38 thus appearing to give me an 81 or so Seller Rating.  Your probably saying, “What? I thought you had an 88.31 Seller Rating”. The 81 is what Amazon states is an “Unweighted Average”  which takes into account ALL of my orders regardless of when they were made. The 88 is what Amazon states is a “Weighted Average” meaning orders placed within the last 90 days will have a greater influence on my Seller Rating.
  • You can see that in January I had a perfect rating, but just one “Negative Feedback” (granted, I’ve only received a total of two feedback from 38 completed orders) and a few lackluster support issues “tanked” my rating to the point where Amazon temporarily suspended my selling privileges. But, you can also see that over three months, with a determined effort to get back up again, my rating has steadily risen.
  • Notice that Amazon’s Orders Earning Bonus can boost your points total by 10 each and every time – “Orders without problems that have valid tracking AND were delivered within three business days AND meet the minimum promised arrival date AND no refund or concession.”

Click on the picture to enlarge it

sellerfb6-13

So, what have I done to increase my Seller Rating?

  • Shipped orders within one business day via USPS First Class Mail
  • Included instructions with each order
  • Provided 30-day support for each item
  • Answered/Responded to emails within one business day

I really believe being consistent with the above steps has made a positive impact on my Seller Rating. And I intend to continue the trend even after my rating returns to “Excellent”.

 

 

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21 Responses to “Held Hostage By My Amazon Seller Rating – How I Broke Loose”

  1. VahnCross

    18. Jun, 2013

    Wow. I think you have to be really dedicated as a merchant when you want to keep your reputation in Amazon.

    Reply to this comment
    • Big Dave

      Big Dave

      18. Jun, 2013

      Yes, you do….I think the whole process will get a little easier once I transition my “initial order to support” lifecycle over to Amazon, though.

      Reply to this comment
  2. Sky

    18. Jun, 2013

    Interesting to see how they calculate your seller rating…do customers get to see this seller rating before purchasing?

    Reply to this comment
    • Big Dave

      Big Dave

      19. Jun, 2013

      Good question…..customers do not get to see Seller Ratings. For now, only sellers can see their rating.

      Reply to this comment
      • VahnCross

        19. Jun, 2013

        That’s probably for the best. If customers get to see it when you’re just not selling but you do have good reputation, they might shy away from you.

        Reply to this comment
  3. James

    18. Jun, 2013

    That is truly inspiring that you brought your score back up to a “Good” status. It’s nice to see someone actually do the work to bring their rep back up instead of throwing in the towel and starting over!

    Reply to this comment
  4. Alissa

    21. Jun, 2013

    Although I do think it was commendable that you brought your score back up, I don’t think it’s a bad thing to start over. Sometimes as “newbies” we make mistakes and need a fresh start. I don’t think there is anything wrong with that, as long as you learn from your past mistakes.

    Reply to this comment
    • Sky

      24. Jun, 2013

      I agree – sometimes it’s nice to have a fresh start after you learn all the things you shouldn’t do. But I also think it’s commendable to stick with your original account and bring that back up as well.

      Reply to this comment
  5. Roger

    11. Jul, 2013

    great insight into how negative feedback can sink even a good product. Your pointer on being prompt in responding to email queries promptly is very important in today’s business

    Reply to this comment
  6. John

    12. Jul, 2013

    Dave, when you offer 30 day support – what does this support comprise off? Just email replies or you willing to get on the ph to help out your customers ?

    Reply to this comment
    • Big Dave

      Big Dave

      13. Jul, 2013

      Hi John,

      My support channels are email, phone, and internet (remote access)…almost whatever it takes to resolve their issue(s).

      Reply to this comment
      • John

        14. Jul, 2013

        Dave, have you thought of creating a additional revenue stream by monetizing your support offerings?

        Reply to this comment
        • Big Dave

          Big Dave

          14. Jul, 2013

          Hey John,

          I have in the past via my own site, but didn’t do so well….incorporating those offerings into my existing Amazon business has turned out to be a good thing.

          Reply to this comment
          • John

            15. Jul, 2013

            Interesting … success rate stands at 50 / 50 for you on making support a money spinner..

            Most s/w providers are sloshing around with billions of $ thanks to their repeat (annual) support fees

  7. Natalie Thom

    13. Jul, 2013

    Good on you! It must have taken a real effort to get back into it and deliver ace customer service again.

    Good to know you care!

    Reply to this comment
  8. nomansalehzada

    16. Jul, 2013

    Good to see that Dave :), i have a question though , can you respond to your customer’s negative feedback?

    Reply to this comment
    • Big Dave

      Big Dave

      17. Jul, 2013

      Yes, you can respond to the negative feedback. Amazon does makes it clear, though, that your response should not be directly to the person that gave you negative feedback.

      Reply to this comment
      • nomansalehzada

        17. Jul, 2013

        Well that is nice then, i think seller must have option to respond

        Reply to this comment
  9. Ali Raza

    19. Jul, 2013

    Hey Dave , Do using paid services for advertising products that you sell on amazon helpful? can you catch your buyers by this method?

    Reply to this comment

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