New contact form for Amazon Payments Services complaints

Where is this relevant to – The UK Marketplace

This covers topics for operations and customer service

Sellers rely on the regulated payment services provided through Amazon Payment Services, but hitches often occur that can cause headaches when trying to operate your business.

Amazon Payment Services helps you offer a secure and seamless purchasing experience for your customers.

And now, Amazon has announced that it has launched a new contact form to simplify submission-related complaints. This hopes to make it a little easier to lodge a complaint and get it handled more effectively so you can go back to what’s important – selling your products!

New Return Rate and Star Rating Features on the Voice of the Customer Dashboard

Where is this relevant to – UK Marketplace

This covers topics for operations and customer service

Customer satisfaction is a key component to your success as a business. After listening to seller feedback, Amazon has launched of two new features on the Voice of the Customer dashboard to provide sellers and merchants with more comprehensive insights and help improve customer satisfaction!

What is the Voice of the Customer Dashboard?

It’s a tool that allows you to monitor customer feedback and provides valuable insights to sellers.

What are the key benefits of it?

1. You can identify issues: Get detailed insights into customer complaints like mislabeled, damaged, or defective products and inaccurate listings, allowing you to address issues proactively.

2. You can stay informed and take decisive action: If you regularly review the page to stay informed about potential problems and take immediate actions like removing damaged inventory, updating product details, or consulting help resources.

3. Easily monitor customer experience: The CX Health metric evaluates your offers’ performance relative to similar products based on customer feedback, helping you identify areas that need attention to improve the customer experience.

4. You can offer targeted solutions: For example, for a damaged item issue, the dashboard provides a breakdown of factors like product spoilage, packaging problems, and damaged products, enabling you to implement targeted solutions like optimising packaging materials or handling processes in the future.

What are the new changes to the Voice of Customer Dashboard?

Here’s a breakdown of the two new ratings:

1. Return Rate: This new metric is based on the total number of units shipped for which customers have initiated returns in the past 12 months. This was a requested metric so sellers can understand their overall return rate beyond just product quality defects. Using this data collected by the return rate metric, you can make more informed decisions about your products and listings.

2. Star Rating: This feature now shows the star rating of your ASINs as displayed on the Amazon product detail pages. This gives you all relevant information conveniently available in one place so you can identify areas for improvement more efficiently.

Why did Amazon make these changes?

Amazon is continually looking to improve insights and tools to help sellers deliver exceptional customer experiences, and this is part of that.

By leveraging these new features, sellers can proactively monitor customer feedback, identify potential issues, and take appropriate actions to resolve them promptly.

Track product performance and view translated customer feedback

Where is this relevant to – US Marketplace

This covers topics for operations and customer service

This is another update relating to the Voice of Customer Dashboard, aimed at the US marketplace, and details new features to the dashboard.

1. Negative customer experience (NCX) review rate & NCX return rate: These both show how your product review and return rates compare to product category benchmarks. This allows you to track the performance of your product over time and make informed decisions about the improvement of quality.

Accessing your listings detail page you will be able to dive deeper into performance trends and your NCX rate, over the last 12 weeks.

2. Frequently returned items badge: This has been added under the Action column on the dashboard. It provides detailed feedback, including reasons for the frequent returns, enabling you to take corrective action and improve your product offers.

3. Enhancement of customer feedback section: New languages have been added to this section, so you can read feedback in your preferred language.

To view these features, go to the Voice of the Customer dashboard.

Who we are

We aren’t your typical agency. We truly partner with the brands we work with; your success is ours. We bring creativity, enthusiasm, and innovation to every brand we partner with. We aren’t afraid to tell you what’s wrong, and we will always share what can be done better. We strategise together: We are consultants, advisors and Amazon experts here to help you on your journey. Our expertise is an extension of your team; we are your Amazon partner.

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