Voice of the Customer is Worthless and Amazon does not care
ANYONE from the MODs care to jump in @Danny_Amazon @Joey_Amazon Case ID: 17174906591, 17130926601, 17172980881
So Much to say about VOC and not just &*^&%$& about how I feel. Amazon has created a metric that does not work and they do not care. My listing was removed due to customer lies but we redid the complete listing and walked the Account Health specialist through and they said it was great. Got the listing reinstated, Sales are up, VOC went from 6.12% down to 3.85% and my CX Health has gone from good at under 6.12% to poor at 3.85%.
What gets me mad is the reasons for returns that VOC uses. Here are my findings and they will not do a thing...
Voice of the customer inaccurate information. I have 15 NCX Orders.
9 - Performance or quality not adequate
4 - Defective item
1 - The wrong item was sent
1 - Product condition not as expected
Now the Return Panel is where I have been told multiple times this is where Amazon gets the information plus reviews. I have a 4.7 out of 387 reviews and a 100% on Seller feedback so the only area of complaints is on the physical return reasons. So to check return status I run every complaint NCX order and read the Customer Return Reason. Here is what I have found. Remember there are 15 NCX orders and a 3.85% Ncx Rate creating a CX Health of POOR.
First - We are FBA So why are we getting an NCX rating on Wrong Item Sent plus Package open These are issues created by Amazon. So they are negative ratings based on Amazon's Performance, not mine. (Should Amazon have an NCX rating?).
Secondly - Out of the 13 left
3 - Are ordered wrong item no other comment
4 - Are unwanted item no other comment
Third - 3 other orders do not even have a return reason let alone show up in the return orders.
So at this moment in time, there should only be 4 - 7 items listed at the maximum.
Let's make things better, When a customer returns an item that they classify as defective, Amazon's NCX rating says defective, BUT, FBA puts it back in stock. I had a bin check done and no wrong items and no damaged items in the bin. But, it is a damaged item. So maybe one line of a "What if coding" if the product is marked as defective but returned to stock, the customer return reason is voided and does not affect NCX rating.
Voice of the Customer is Worthless and Amazon does not care
ANYONE from the MODs care to jump in @Danny_Amazon @Joey_Amazon Case ID: 17174906591, 17130926601, 17172980881
So Much to say about VOC and not just &*^&%$& about how I feel. Amazon has created a metric that does not work and they do not care. My listing was removed due to customer lies but we redid the complete listing and walked the Account Health specialist through and they said it was great. Got the listing reinstated, Sales are up, VOC went from 6.12% down to 3.85% and my CX Health has gone from good at under 6.12% to poor at 3.85%.
What gets me mad is the reasons for returns that VOC uses. Here are my findings and they will not do a thing...
Voice of the customer inaccurate information. I have 15 NCX Orders.
9 - Performance or quality not adequate
4 - Defective item
1 - The wrong item was sent
1 - Product condition not as expected
Now the Return Panel is where I have been told multiple times this is where Amazon gets the information plus reviews. I have a 4.7 out of 387 reviews and a 100% on Seller feedback so the only area of complaints is on the physical return reasons. So to check return status I run every complaint NCX order and read the Customer Return Reason. Here is what I have found. Remember there are 15 NCX orders and a 3.85% Ncx Rate creating a CX Health of POOR.
First - We are FBA So why are we getting an NCX rating on Wrong Item Sent plus Package open These are issues created by Amazon. So they are negative ratings based on Amazon's Performance, not mine. (Should Amazon have an NCX rating?).
Secondly - Out of the 13 left
3 - Are ordered wrong item no other comment
4 - Are unwanted item no other comment
Third - 3 other orders do not even have a return reason let alone show up in the return orders.
So at this moment in time, there should only be 4 - 7 items listed at the maximum.
Let's make things better, When a customer returns an item that they classify as defective, Amazon's NCX rating says defective, BUT, FBA puts it back in stock. I had a bin check done and no wrong items and no damaged items in the bin. But, it is a damaged item. So maybe one line of a "What if coding" if the product is marked as defective but returned to stock, the customer return reason is voided and does not affect NCX rating.
18 respostas
Seller_Xm9ZXdbDd6NZw
Yes, it's worthless 99x out of 100. So much so that I never even remember to check it. This made me go look. One is in red for 8 orders and 1 NCX. Reason: defective. Comment: "needed red". Item: PINK...
Or another: Performance or quality not adequate. "Stickers are smaller than they appear in the images"... Item title: 1 inch round (complete with a photo showing it's about the size of a quarter for those who don't use a tape measure)
People know they don't have to be held accountable for returns. Simply mark defective or poor quality for a free return.
Or here is a fun one "Speakers arrived damaged, only one speaker works" ... but the order was for stickers.
Amazon is so in love with metrics they don't even care if they work. Oh well, I'm removing more and more products from amazon, even FBM. You want things to get better but history proves things will only get worse.
Seller_awYU0oH8skccg
Very Few Buyers Leave Feedbacks maybe 1 in 50 & Those That Do are Often Crackpots Who Didn't Read the Description or are Confused & Bitter About Something Not Related to the Sale...
AZ Then Buries Your Listings Out of Sight for Months...
I Now Only Sell to Professional Book Buyers Who Know how to Find my "Hidden Listings"...!
Most of My Listings are at Competitive Lower Prices & Better Condition that the so called "Favored" Listings which are Visible...
So Sad!
Seller_bbFAN7HYkwPnC
I have had 4 negative VOC in the last 12 months even though I sent EXACTLY the item on the product page in the condition I listed. 733 positive VOC's. But there is no appeal on a negative VOC.
One customer first tried to say he did not get his order, I sent him tracking information copied direct from the Post Office, then he leaves a negative VOC.
Seller_0JNslkNnWLtcD
This is totally ridiculous that Amazon has no way of removing inadequate reviews. I am not saying "bad" or even "negative", I am saying inadequate.
We sell olive oil and one customer leaves a review stating that this multi-awarded oil is kerosene. Note, they don't say it tastes like kerosine, they state: "Don't buy. It's kerosine". Such "customers" should be sued and yet it's perfectly all right with Amazon to let these reviews be.
Unlike so many platforms, they deprive sellers of their right to comment on reviews.
And the cherry on the cake, a seller's very right to sell gets pinched "thanks" to such idiotic reviews.
Joey_Amazon
Hello @Seller_wxnYBNcXPyGYL,
Thank you so much for taking the time to share such a detailed breakdown of your VOC metrics situation. I totally understand your frustration here.
Your real-world examples and suggested improvements are exactly the kind of detailed feedback that helps us identify areas for potential system improvements.
While I can't promise immediate changes to the current system, I want you to know that your voice has been heard, and your feedback will be shared with the teams who can evaluate these concerns.
Thanks,
Joey
Seller_4K7eqIN4GuF2E
Amazon does NOT care.
We have 278 sales in 1-month. 6 returns (an excellent ratio however on eBay that would be 1 or less). Of the 6 returns 3 were buyers who if this was eBay I would block.
1 of these buyers opened the return 3 separate times (which Amazon should NOT allow) and its because the wrong picture is posted on the listing. We explained to the buyer that we sent what our sales page from Amazon said we should send (with the correct picture - not the one from the listing). We even provided a screen shot to the buyer so they could see any potential mistake was not ours. Buyer did not care, demanded a replacement and when we cancelled it buyer left negative feedback (along with 2 others for a total of 3 negatives).
Now how many of the remaining 275 buyers do you think left a positive feedback. NONE - because they do not have the time to do so, and Amazon does not ask them to (as with eBay they send you reminders with links to leave feedback).
So with 3 negatives and zero positives Amazon computes we have a 100% negative rating and that means a 1.08% ODR. So Amazon in its "wisdom" (Amazon AI will not allow me to use the correct term) has stopped featuring us so we cannot make more sales in order to reduce the phony ODR belong their skewed system.
Seller_4TATkCxOiBnRC
Completely agree that VOC is worthless. I review every single one too, and if customers actually take the time to detail EXACTLY why they made the return it's helpful, but 99% of the time their excuse is lame.
However, I did use VOC returns once to discover that my FBA items had the wrong barcode label. I kept getting all these returns and didn't understand why until I read the VOC comments. The one & only time it was helpful.
Seller_WtOwWhtSrFjva
I have noticed a lot of time it is not even the customer but Amazon making the remarks. I thought seller feedback was the voice of the customer.
Seller_gatjkdfPmzT4O
It's complete garbage. With VoC, if you ship 100 of the same item and they return 1 back as defective, it counts as the whole order being defective on VoC. Exactly what happened to me. A customer bought 1 of this item and then another customer bought 100 of this same item. The second customer returned 1 piece for exchange out of the 100 and now the VoC for that listing shows as 1 out of 2 orders defective Very Poor. And guess what, I haven't sold one piece of that listing since.
While on the other hand, with OTDR when you ship multiple items, if it gets delivered late they count all the items against you on that one shipment. So if it's 10 items, then your OTDR gets hit with 10 late deliveries. Complete garbage. I had a shipment exactly like that get to the customer a day late and they hit me with 10 and destroyed my OTDR for weeks.
Logic would dictate that the OTDR and VoC calculations should be inverse with OTDR counting on a single shipment not multiple items in a shipment since the single shipment was late and VoC counting on the single item in the shipment since the whole shipment may not be defective just one out of the bunch. Absolute trash Amazon policies.
Seller_lxyva6A0R3Y4N
We have had 2 negative VOC in the last 12 months,and it is not even about the quality,they just do not like the color!!!!!
