- Amazon is eradicating the characteristic that allowed anybody to touch upon buyer critiques.
- Amazon mentioned it is shutting down the characteristic as a result of it was hardly ever used.
- However sellers say it was a well-liked characteristic that allowed them to reply to particular person critiques, reply unfair criticisms, or share updates to their merchandise.
- Go to Enterprise Insider’s homepage for extra tales.
Amazon is shutting down the power to touch upon particular person product critiques, a change that sellers say would make it harder to immediately interact with clients.
The characteristic, which permits anybody to remark beneath Amazon’s product critiques, was significantly common amongst manufacturers and sellers as a result of it allow them to reply to buyer questions or suggestions which will have been unfairly vital, in accordance with e-commerce consultants who spoke to Enterprise Insider. It is vital for sellers to maintain critiques constructive, given nearly all of buyers have a look at them earlier than making a purchase order.
In an e-mail despatched to sellers on its market, Amazon mentioned that it is eradicating the feedback characteristic on Wednesday as a result of lack of engagement.
“Whereas critiques and suggestions are vital to our clients and sellers, the feedback characteristic on buyer critiques was hardly ever used,” the e-mail mentioned. “And in consequence, we’re retiring this characteristic on Dec. 16,2020.”
The e-mail additionally mentioned that Amazon is creating “different alternatives” to attach with clients. For instance, Amazon has a separate messaging service that permits sellers to immediately discuss to clients.
Amazon is shutting down the commenting characteristic beneath product critiques, which sellers say have been helpful in responding to unfairly damaging suggestions. Amazon
In an e-mail to Enterprise Insider, Amazon’s spokesperson confirmed the change, including that greater than 80% of the feedback have been left by clients, not sellers. And when it was used, the overwhelming majority of the messages have been brief, declarative statements, like “Thanks,” the spokesperson mentioned.
Sellers who spoke to Enterprise Insider, nonetheless, say the change comes as a shock, as they’ve closely relied on the commenting characteristic to immediately reply to buyer critiques or share new updates concerning the product.
Rachel Johnson Greer, a former Amazon supervisor who now runs the e-commerce consulting company Cascadia Vendor Options, mentioned the transfer is “complicated” as a result of it reduces client engagement. Clients usually count on a response from the vendor once they depart a remark, and the removing of this characteristic will solely improve “buyer dissatisfaction,” even in comparison with a few of Amazon’s opponents, she mentioned.
“Decreasing buyer interplay will not be a very good plan for growing engagement and gross sales,” Greer mentioned. ” In the event that they’re actually making an attempt to make the positioning interactive, like Instagram or Fb or YouTube, they want higher engagement and interplay, not much less.”
James Horey, CEO of Reviewbox, an organization that helps on-line retailers, mentioned that the change can have a “fairly large damaging impact” as a result of manufacturers use it often to speak info for warranties, returns, and product defects.
Eradicating the characteristic would make the product critiques much less helpful as a result of probably the most high-quality critiques are likely to have a number of feedback beneath them, he mentioned. It is doable that Amazon is eradicating the characteristic partly as a result of some sellers have abused it to make use of it as a channel to solicit clients or illegally promote different merchandise, he added.
“My finest guess is that Amazon is making an attempt to ‘clear up’ the overview responses to make it extra helpful to buyers,” Horey mentioned.