This article applies to selling in: Australia

Customer feedback for FBA listings

On this page you will learn how to view customer feedback and how customer feedback is managed for FBA orders.

Customer feedback

Buyers can leave feedback for sellers on orders that are fulfilled by Amazon just as they do for merchant-fulfilled orders. The Feedback Manager on the Performance tab lets you track buyer satisfaction with your service. You can view short- and long-term metrics as well as detailed feedback entries with buyer comments and email addresses.

What happens when I receive negative feedback?

When a customer leaves negative feedback that is entirely related to the service provided by Amazon, including fulfilment and customer service, you can request to have the negative rating struck through* so that it will not affect your performance metrics. After reviewing the feedback, if we determine it applies exclusively to the fulfilment or customer service provided by Amazon, we will strike through the negative rating, and it will not reflect on your performance metrics. The customer's comment will remain with a note from Amazon that states, "This item was fulfilled by Amazon, and we take responsibility for this fulfilment experience".

However, if we find that any portion of the comment applies to the condition of your product as indicated on your listing (new, used, etc.), or any service that you, rather than Amazon, provided or arranged to be provided to the customer, the feedback and negative rating will remain without edits. Learn more about requesting removal of incorrect negative feedback.

Please note that our policies prohibit any activity that would interfere with our capacity to help other sellers, including submission of high volumes of incorrect or speculative requests to Seller Support.

*The customer feedback strike-through only applies to items sold on Amazon and fulfilled through the Amazon fulfilment network (AFN). A merchant-fulfilled order on Amazon, even if submitted as a multi-channel fulfilment order, is not eligible for customer feedback strike-through.

For more on customer feedback, see Feedback manager.

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