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Feedback FAQs

What is a good feedback score?

We focus on negative feedback ratings as a % of total feedback ratings (the Negative Feedback Rate) as the most reliable indicator of seller performance. Most sellers will eventually receive negative feedback. If your negative feedback rate is greater than 5%, you may want to review your business practices and adjust to the demands of your customers.

Negative feedback is a great opportunity to learn about and improve your operational practices. Please use neutral and negative feedback to help you learn about and improve your business practices.

How can I get feedback removed from my account?

Amazon will remove feedback only in the following cases:

  • The feedback includes obscene language.
  • The feedback includes personally identifiable information.
  • The entire feedback comment is a product review.
  • The entire feedback comment is regarding fulfilment or customer service for an order fulfilled by Amazon.

That said, Amazon Marketplace buyers can remove feedback they have left. We encourage you to contact your buyer, and work with them to resolve any issues regarding the transaction. Your buyer could then remove the feedback if they feel it would be appropriate.

See How should I respond to negative feedback? for tips on how to deal with negative feedback.

How can I respond to negative feedback for an order?

Most sellers will eventually receive some negative feedback. When you receive negative feedback, put it in perspective. A 0-2% negative feedback rate is great. If your negative feedback rate is greater than 5%, you may want to review your business practices and adjust to the demands of your customers.

When you receive a negative or neutral feedback and you believe it was not justified, there are several ways you can respond:

  1. Learn from it and let it go: Each negative feedback is a great opportunity to learn about and improve your operational practices. When you are logged in and viewing your Member Profile page, you will see your buyer's name and the associated order number. In many cases, it's best to look at the order which received the negative feedback, fix any underlying problems in your business, and let your good record stand for itself.
  2. Ask the buyer to remove the feedback: If you want to respond to negative feedback, the best option is to work with the buyer to improve the situation that led to the negative feedback. Then contact the buyer and remedy the problem if possible. If you develop a positive relationship, ask the buyer to remove the feedback. Instructions on how to remove feedback can be found on our buyer Help page, Giving Feedback on Your Seller. Always keep in mind that putting pressure on a buyer is unacceptable and a violation of our Community Rules.
  3. Leave a response to the feedback. If you cannot work with the buyer to remove the feedback, leave a professional and positive comment in response to the feedback, and move on. To do this, go to you seller account and click "Manage your Ratings and Feedback" under the Reports heading. When you find the feedback you would like to respond to, click the button to respond to the feedback. You'll be able to remove the response later if you wish. If your buyer eventually decides to remove the feedback they left, your response will automatically be removed.

Why doesn't all my feedback appear on my account?

Next to your nickname on the Marketplace Offer Listings Page, buyers see your average feedback rating for the last twelve months, for example, 4.9 stars over the past twelve months (790 ratings). Seller has 804 lifetime ratings.

Buyers can click your nickname to view your lifetime feedback as well as feedback for three possible periods (30 days, 90 days and 365 days) using your At-a-Glance Feedback page. Buyers can also see your last five feedback comments, including your own remarks, on this page. They can also click a link to view all your seller feedback.

If a seller has less than 10 ratings over the last 365 days, the lifetime rating is displayed instead.

Feedback ratings that are not included in computed feedback scores

A seller's feedback calculation only includes ratings left for them as a seller. Ratings earned as a buyer will not be included in the rating displayed on Offer Listings Pages or the Member Profile. Comments and ratings from other sellers are visible, but ratings are excluded from the overall calculation.

Feedback is only displayed on the website where the feedback was left. For example, if you primarily sell in the UK, you can't use your UK feedback as part of your seller reputation in the US or Germany. Likewise, a negative feedback score in Germany will not harm your reputation as a seller in the US. There are many reasons why we have selected this policy:

  • Many sellers perform less well on their non-dominant websites.
  • The selling environment varies by country.
  • Delivery within a country takes much less time than delivery to a different country.
  • It creates opportunities for local sellers in new marketplaces.
  • Most of our sellers sell on a single website today.

Why don't I have much feedback?

If you don't receive feedback quickly, don't be discouraged. Most Amazon.co.uk sellers receive feedback on 10-20% of their sales. Leaving feedback is an individual's choice, not a requirement for using our website.

You may notice that much of the feedback you receive is left after we send feedback reminder emails to buyers. These emails are typically sent within 2 days of the maximum estimated delivery date of the order, or within 22 days of the order being placed (whichever comes first), if a buyer hasn’t already left feedback.

Buyers may not leave feedback on Amazon orders while the order is still pending dispatch. You need to make sure you have confirmed the dispatch to move the order moves to 'completed' status.

If your buyer is having difficulty leaving feedback, please ask them to contact Amazon Customer Support. A buyer must be logged in to their account in order to leave feedback.

How long do buyers have to leave feedback?

Buyers have 90 days in which to leave feedback. From the date they leave feedback, they have 60 days during which they can remove it.

Why didn't my buyer leave feedback?

It's a buyer's choice whether or not to leave feedback. Amazon.co.uk sends reminder emails to buyers suggesting that they provide feedback. These e-mails are typically sent within 2 days of the maximum estimated delivery date of an order or within 22 days of the order being placed (whichever comes first) if the buyer hasn't already left feedback. Buyers can leave feedback within 60 days of placing an order.

My buyer wants to leave feedback, what instructions should I give?

Please refer your buyer to this buyer help page: Giving Feedback on Your Seller > How to leave feedback.

My buyer wants to remove feedback, what instructions should I give?

Please refer your buyer to this buyer help page: Giving Feedback on Your Seller > How to remove feedback.

Does my rating count toward a buyer's feedback average?

Seller-to-buyer feedback is not counted toward a feedback average. Only buyer-to-seller ratings are included in your average.

I have sold several items at Amazon. Why is my rating still "new"?

We display a smiley face image and the text Just Launched next to all sellers who have never received a feedback on a purchase as a seller. As soon as you receive your first feedback, your feedback rating will look like other sellers' feedback ratings.

Can a person I refunded leave me feedback?

Yes. This enables customers who've had a great experience with your refund to express their opinions. It also enables buyers who felt confused or angry by a refund to express their opinions.

However, buyers cannot leave feedback on a transaction if their credit card was declined.

I left bad feedback on the wrong account. Can you change it?

It's not possible to remove feedback that a seller has left for a buyer, and seller-to-buyer feedback cannot be edited. Please read over feedback in the future to ensure the content is correct and that you are leaving it on the correct account.

Please find below Frequently Asked Questions in regards to Feedback procedure.

Seller Support

Please use the e-mail address associated with your Amazon.co.uk Seller account.