Voice Of Customer NCX And Sales Loss
I have a very popular item that I have been selling regularly for five years now with zero issues. Over the years, the customers pay less and less attention to the listing bullet points or description, which I blame on Amazon especially on the design of smartphone app interface. I usually sell at least one or two per day of this item. Recently, I received half a dozen return requests on this item with return reasons "couldn't install" and "performance or quality not adequate" with descriptions such as couldn't program remote or doesn't work with my system. So a little background, the item requires a compatible system be already installed (Which are all listed in the listing information) as well as knowing the location of the programming switch installation and following the correct procedure based on the instructions provided with the system. I also test this item on a specific device I have on my end to test the functionality of this item before shipping to verify none are defective.
Because of this chunk of return requests, my Voice of Customer rating has dropped to poor and I haven't received one order for this item for almost a week which is impossible based on me being the only source of this item anymore.
How can I resolve the voice of customer issue or dispute with Amazon? I have sold hundreds of these over the years and now my sales are zero.
Voice Of Customer NCX And Sales Loss
I have a very popular item that I have been selling regularly for five years now with zero issues. Over the years, the customers pay less and less attention to the listing bullet points or description, which I blame on Amazon especially on the design of smartphone app interface. I usually sell at least one or two per day of this item. Recently, I received half a dozen return requests on this item with return reasons "couldn't install" and "performance or quality not adequate" with descriptions such as couldn't program remote or doesn't work with my system. So a little background, the item requires a compatible system be already installed (Which are all listed in the listing information) as well as knowing the location of the programming switch installation and following the correct procedure based on the instructions provided with the system. I also test this item on a specific device I have on my end to test the functionality of this item before shipping to verify none are defective.
Because of this chunk of return requests, my Voice of Customer rating has dropped to poor and I haven't received one order for this item for almost a week which is impossible based on me being the only source of this item anymore.
How can I resolve the voice of customer issue or dispute with Amazon? I have sold hundreds of these over the years and now my sales are zero.
1 resposta
Tatiana_Amazon
Hi @Seller_gatjkdfPmzT4O,
Tatiana from Amazon here -- I've just come across your post. I can understand your frustration with the rating, especially as you have incorporated information about the compatible system requirement into the bullet points. And I do think your points regarding the Amazon App interface are fair. It's anecdote I will definitely be logging.
In the meantime, is it possible to add this requirement into the product title at all, or create an image graphic that helps depict this requirement? Or even moving the bullet point regarding the requirement up to the top of the list could help as well.
Since I do not know which item this is pertaining to, these are all just some suggestions.
Tatiana
