I appreciate the opportunity to provide feedback regarding the Feedback Manager, a tool that is critical for sellers like me who have been on Amazon for over 11 years. While there are some positive aspects, there are several areas where I believe improvements are necessary for it to better serve sellers.

Navigation and Usability:

The interface of the Feedback Manager is generally easy to navigate. However, there is room for improvement in streamlining the process of disputing feedback. The current system requires several steps to request feedback removal, and sometimes it feels like the feedback removal request made by us is useless.

Information and Tools Provided:

While the Feedback Manager offers a way to manage reviews, it lacks transparency when it comes to explaining why certain feedback is not removed, even if it clearly falls under product feedback rather than seller-related feedback. Clearer guidelines or more detailed explanations from the manager would be helpful in these cases.

Challenges with Feedback Removal:

One of the biggest challenges I’ve faced is getting feedback removed when it clearly has nothing to do with the seller’s performance. There have been numerous instances where feedback was about the product itself, yet my request for removal was denied. It’s frustrating to continually explain that the feedback is unrelated to the seller’s behavior, only to be met with a rigid response. This stubborn and inflexible approach does not account for the reality that sellers should not be penalized for product issues beyond their control.

Empathy and Understanding:

I believe the Feedback Manager needs to adopt a more empathetic approach, especially in markets like India, where sellers face unique challenges. The feedback system should acknowledge that product-related issues are different from seller performance, and the feedback manager should reflect that understanding. A warning or dispute process, similar to what exists in the Account Health section, would be a great addition to the feedback system. This could give sellers the opportunity to provide context and request further review before feedback is permanently attached to their ratings.

Suggested Improvements:

Implement a system that allows feedback to be flagged for review by a real person, particularly when the feedback is clearly not about the seller.

Provide a more transparent explanation as to why feedback removal requests are rejected.

Include an empathetic approach towards sellers, with warnings or follow-up requests when feedback disputes arise, giving sellers a fair chance to explain their case.

Introduce feedback categorization, which could help differentiate between product and seller-related issues more effectively.

Performance and Reliability:

While the system is reliable in terms of uptime, the performance in handling disputes is often disappointing. It feels like the process is overly rigid, with limited consideration for the seller’s perspective. This makes it difficult to feel confident that genuine concerns will be addressed.

In summary, while the Feedback Manager has potential, it currently lacks the flexibility and empathy required to support sellers effectively. A more nuanced approach to feedback removal, better communication, and a more seller-friendly process would greatly enhance its usefulness.

Thank you for considering my feedback.