Wouldn’t it be nice to know which of your customers took the time to leave product reviews on the Amazon marketplace?
Today we’re excited to announce an innovative (some might even say “magical”) FeedbackFive feature which automatically matches your customers to product reviews. This is a highly requested feature, and we believe it’s a game changer for your eCommerce business.
Here’s how it works.
Introducing FeedbackFive’s Buyer-Review Match
Amazon.com, Inc. (“Amazon”) does not currently link reviewers to their orders. Since product reviewers may opt to use a different name than the name they used to make their purchase, it can be difficult to be sure you’re connecting with the right customer. But savvy sellers know that it’s important to pay attention to product reviews.
FeedbackFive, eComEngine’s feedback management system used by thousands of Amazon merchants, now runs an algorithm that matches product reviewers to the actual buyers on an account. Our tool looks at the items purchased, reviewer’s name, and other relevant information to match buyers to products. The results are shown in the new Buyer Match column on the Customer Product Review page.
The Results are Magical
The Buyer Match column makes it easy to check to see if there is an order that matches a review. The results are automatically included on your Customer Product Review page. Here are the results you will see in the Buyer Match column:
- Match!: At least one order fulfills the combination of criteria needed to match the review to an order. A review may match multiple orders. You may review the details for each order before choosing to contact the reviewer.
- No Match: There isn’t enough information available to match the review to an order.
- Processing: The algorithm is currently processing or has not yet run the review.
Simply click on Match! to reveal the match details for reviews with matches. The pop-up window will show the order number that links to Seller Central, the name of the item purchased, the Buyer name, order date, the date your campaign sent a review request, the date the email was clicked through, and then you have the option to send an email to the buyer.
Engage Customers & Improve Your Game
Following up with your customers is a great way to acknowledge feedback and improve client satisfaction. After reviewing the match details and determining that the order matches the review accurately, you can choose to contact the buyer. Simply click on the Send an Email button to contact the buyer directly from the page. This button will open a pop-up screen that allows you to compose and send an email through the Buyer-Seller Messaging Service. This is the same great feature used when sending a Feedback Removal Request.
Amazon does not allow sellers to send review solicitations that offer compensation or request only positive reviews. You are also prohibited from asking buyers to remove negative reviews. However, acknowledging negative reviews can help you to enhance your business and may earn you the respect (and business) of the customer in the future. We’ve all seen stories about how businesses handle feedback, both positively and negatively. Responding to negative feedback in a professional manner is good for your business.
Get the Magic
Ready to see our new Buyer Match feature in action? It’s available to all current FeedbackFive customers. Click here to log in and begin using this feature.
New to FeedbackFive? See how automating and converting feedback into new revenue can grow your online business. Check out our free trial here!