This article applies to selling in: Singapore

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 fulfiled by Amazon just as they do for merchant-fulfiled 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.

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 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 fulfiled by Amazon and we take responsibility for this fulfilment experience."

Note: The customer feedback strikethrough only applies to items sold on Amazon and fulfiled through the Amazon Fulfilment Network (AFN). A merchant-fulfiled order on Amazon, even if submitted as a Multi-Channel Fulfilment order (Feature may be not be available in your region), is not eligible for customer feedback strikethrough.

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.

For more on customer feedback, see Feedback Manager.

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