Amazon makes changes to Feedback System

[mandy]

Changes to the "Leave Feedback" page
Posted: Jul 7, 2006 3:58 PM

Dear Amazon.com Sellers,

In the next few weeks, we will be making some changes to the "Leave Feedback" page (which buyers use to leave feedback for sellers). The changes will allow buyers to specifically tell us why they left the feedback they did, and will provide visual cues which we hope will make the star rating system more clear to buyers. This change will be released in phases, so customers may see varying treatments of the page for a period of time.

The most noticeable new feature is the addition of three optional questions that buyers can answer when they leave feedback. Answers to these questions will help us understand why buyers leave the feedback they do.

In addition, we have made some changes we think will improve the customer experience of leaving feedback. For instance, we are adding shaded stars next to each rating as a visual cue for buyers. You can see an example of how the new "Leave Feedback" page will look by viewing the attached image.

http://www.amazonsellercommunity.com/forums/thread.jspa?threadID=119747&tstart=0

Steve Weber, a bookseller who writes the blog "Steve Weber's Selling Books," wrote about the issue on Friday. He writes, "Many Amazon Pro-Merchants are irritated that the new feedback form seems to further encourage buyers to: one, blame sellers for tardy deliveries by the Postal Service, and two, submit negative feedback before contacting their seller"

By Sunday, Weber's blog post had six comments on the post from sellers voicing their own opinions on the policy. Criticism of the new feedback changes center around shipping and communication issues. Sellers say the way Amazon's questions are worded, sellers are likely to get the blame for postal delivery problems.

Sellers are also concerned that buyers may use the feedback system as a replacement for communicating their concerns to sellers. Many believe buyers should communicate with sellers before leaving feedback so sellers have an opportunity to make things right for buyers.

full article: http://auctionbytes.com/cab/abn/y06/m07/i10/s04
http://weberbooks.com/selling/2006/07/am...dback.html

[amy]

Sellers say the way Amazon's questions are worded, sellers are likely to get the blame for postal delivery problem