This article applies to selling in: Australia

About Feedback Manager

Note: Customer contact information is only provided to sellers for the purpose of fulfilling an order. Any additional communications with buyers should be made via the Buyer-Seller Messaging Service. This ensures that email is filtered for spam and phishing attempts. We will also maintain a copy of all correspondence for the protection of our customers and sellers.

For more information, see Communicate with buyers using Buyer-Seller Messages

Maintaining a high feedback rating is an important part of being a successful seller on Amazon. Customers often review feedback ratings when deciding whether to make a purchase from a seller. If you receive negative feedback, it is important to quickly determine the cause of the problem and work towards resolving it.

The importance of feedback

Buyers can only submit one feedback comment per order. The link to leave seller feedback is on the main Amazon website, on the Your orders page in Your account, and is available to buyers three days after the order has been confirmed.

We encourage you to resolve any situations by researching the root cause behind each negative rating, addressing the buyer’s concerns, and making improvements to your processes and policies. For tips on soliciting and managing feedback, see Best practices to maintain positive feedback and rating.

What ratings mean

To leave feedback, a buyer must rate you using a 5-star system:

  • Positive feedback: 5 or 4 stars
  • Neutral feedback: 3 stars
  • Negative feedback: 2 or 1 stars

Feedback percentages are rounded off to the nearest whole number and therefore your totals can sometimes add up to 99% rather than 100%. For example, if a seller has 1,001 positive, 15 neutral, and 4 negative ratings, for a total of 1,020 ratings, the percentages will show as 98% (rounded off from .981), 1% (rounded off from .014), and 0% (rounded off from .003), for a total of 99%.

We calculate your feedback score using the following method:

SUM (positive feedback)/SUM (all feedback) for feedback left in the last 30 days, 90 days, 365 days, and lifetime.

For example, suppose you have the following feedback scores:

Feedback 5 4 3 2 1
Ratings per feedback 55 35 5 3 2

  1. Total of all positive feedback=90
  2. Total of all feedback (1 to 5)=100
  3. Divide positive feedback by all feedback
  4. Feedback score=90.0%

We aggregate your feedback into 30 days, 90 days, 365 days, and lifetime time-range buckets. In time, your aggregated star rating and positive feedback percentage will change accordingly as your feedback rolls through each time-range bucket.

How ratings are displayed to customers

If you have more than 10 pieces of customer feedback over the previous 12 months, customers will see your 12 month feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:

XX% positive over the past 12 months. (YYYY total ratings).

If you have less than 10 pieces of customer feedback in the previous 12 months, or all of your feedback is in the past year, customers will see your lifetime feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:

XX% positive. (YYYY total ratings).

Understanding Feedback Manager

The Feedback Manager consists of two tables:

The Feedback Rating table displays your feedback rating for the past 12 months, as well as your percentages and corresponding actual feedback counts for 30 days, 90 days, 365 days, and lifetime.

The Recent Feedback table is ordered by the date when feedback was received and displays actual feedback with associated Order ID and rating.

In Recent Feedback, you can take the following actions:

  • View feedback comments.
  • Post a public reply.
  • Contact customers.
  • Request removal of incorrect feedback (depending on certain cases).

If you would like to contact a buyer in regards to an order or a question, you can contact them directly using the Buyer-Seller Messaging Service templates. For more information, refer to Email templates for Buyer-Seller Messaging Service.

Important: Buyers have 90 days to leave feedback and 60 days to remove it. Amazon will only remove feedback when it meets the criteria specified in our policy. For more information, see Can Amazon remove customer feedback?

The View current feedback table displays actual feedback and additional ratings from buyers, including their yes or no responses to three questions about the service that you have provided for their order:

  • Arrived on time
  • Item as described
  • Customer service

You can see these responses by clicking on the Details link for the feedback that you want to view.

In View current feedback, you can take the following actions:

  • Download a feedback report for all neutral and negative feedback.
  • View the related order for each feedback rating.

Buyers have 90 days to leave feedback and 60 days to remove it. Amazon will only remove feedback when it meets the criteria specified in our policy.

Incorrect feedback

If a buyer makes a mistake when evaluating and submitting feedback, you cannot edit it, but the buyer can delete it.

For more information about our guidelines and policies on feedback removal, refer to Can Amazon remove feedback I received?

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