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Amazon has hurt me thousands of times, but I still treat it like my first love. ——Amazon Love Talk Collection On this romantic and special day of Chinese Valentine's Day, some people watch the Taiwan Strait, some meet their loved ones, some go on dates, and some just want to get a lot of orders and resolutely dive into the arms of Amazon.
After the implementation of various policies such as account suspension and price increase, there are still many Amazon sellers who remain on the platform, which shows the sellers' sincere love for Amazon. But Amazon always fails to live up to this "deep affection". Just recently, after the delay of business report data and confusion in rankings, Amazon's system seems to have a bug again. There is a bug in the buyer's voice? The satisfaction level suddenly changes to "extremely bad" We learned that yesterday some sellers reported in the forum that after the end of Member Day, there seemed to be a bug in Amazon Buyer Voice . The same NCX (negative customer experience rate) ratio, which was good before, has now become extremely bad. ▲ The picture comes from Zhiwubuyan Subsequently, more and more sellers said they encountered the same problem: "All the products in our store went from green to red overnight! The dissatisfaction rates were all between 1.5 and 2.4." "Our 0.5% dissatisfaction rate has also turned red, which is outrageous..." "My 0.42% is also extremely bad. I opened a case but it has not been resolved yet. Customer service doesn't know what the problem is." ▲ The picture comes from Zhiwubuyan Many sellers opened cases and consulted customer service, and the reply they received was: although the seller’s NCX rate is not high, the rate of similar products is even lower, so the system will judge the situation as extremely poor. Cross-border navigation , like 24 ▲ Video account focuses on cross-border navigation Many sellers in the seller communication group have also encountered this situation: "It's said to be a product quality issue, but the buyer satisfaction has turned extremely poor." “I also had three products that turned out to be very bad.” ▲ The picture comes from the seller communication group In this regard, sellers have three main guesses : - The return rate has soared recently;
- Amazon policy updates have raised the standards for backend buyer voices;
- There is a bug in Amazon's system again.
As of now, Amazon has not responded to this, but some sellers have received warnings from Amazon to stop selling. The seller received a suspension warning due to the high NCX rate! It is learned that the Voice of the Customer is a new performance indicator added by Amazon in 2018, which aims to help sellers understand buyer satisfaction, view buyer feedback on products or product information, and take measures to solve product and product quality problems. The buyer satisfaction is divided into five levels, from extremely poor, unqualified, average, good to excellent. Among them, products with "unqualified" and "extremely poor" buyer satisfaction may be removed from the shelves. Recently, in the seller communication group, some sellers reported that they had received a suspension warning email from Amazon. Amazon stated in the email that because the negative customer experience (NCX) rate of the ASIN provided by the seller is much higher than similar products, the seller’s ASIN is currently undergoing internal review. If problems are confirmed after the review, the ASIN will be deleted. ▲ The picture comes from the seller communication group We learned that the seller was still the number one in his subcategory. After receiving the email, there was only one main picture left on the front desk. At the same time, there are even sellers on the forum whose products have been removed from the shelves due to this issue . ▲ The picture comes from Zhiwubuyan As of the morning of August 4, some sellers have reported that the buyer's voice has begun to return to normal. It can be seen that the situation this time should be caused by a system bug. However, Amazon has not yet responded to the losses suffered by sellers due to the removal of products due to this system problem, and will continue to pay attention to the development of the incident. In addition, although the situation this time was caused by Amazon's system problems, it also sounded a wake-up call for sellers. We would like to remind all sellers to develop the habit of checking the "Buyer's Voice" and try to improve the status of the "Buyer's Voice" to avoid unnecessary losses. So, how should sellers improve the status of buyer voice? Here are a few suggestions for sellers’ reference: 1. Control product quality Product quality includes factors such as quality and appearance. Quality is a key factor that affects buyers' satisfaction with the product. 2. Pay attention to the description Product descriptions include size, packaging, and features. Exaggerations or inaccuracies can easily lead to seller dissatisfaction and result in product returns. 3. Pay attention to complete accessories Before sending out the product, the seller should carefully check whether the parts and accessories of the product are complete to avoid returns or bad reviews due to missing accessories. On the eve of the peak season, if sellers can adjust the voice of buyers, increase the repurchase rate of products, and enter a virtuous circle, it will inevitably add a pair of wings to help the peak season's orders. Finally, on the occasion of the Chinese Valentine's Day, while wishing all the sellers to finally get married , I also want to say a few earthy love words to the sellers: Got it, you are not alone on the road to booming orders! |
