A. If you ONLY sell your own brand of products on Amazon, it's strongly suggested that you start with 2 campaigns:

• An Order Confirmation Customer Service campaign, to be sent 1 Day After Order is Confirmed. 
  
  
  
  Tip: Use the FBA version too if you fulfil orders using FBA as that will ensure buyers contact Amazon—not you—about order-related queries.
  

• A Product Review campaign, to be sent 5-7 days After the Order is Delivered. 
  

You can adjust the time to send emails if you think buyers will need more time to try your product before they can offer a product review. 

Why these two campaigns?

An Order Confirmation email is fundamental to your strategy as it will tell your buyer who to contact if there are any issues with the order. It also helps build a relationship with the customer so that when you ask for a product review later, they'll recognise your brand and remember your previous email—both of which make it more likely they'll give you a review.

A Product Review email will help you gather more reviews for your product which will help potential buyers. Seller feedback doesn’t matter as much, as you are a private label seller. 

If you use FBA, emphasise that Amazon oversees the dispatch and delivery. Use the FBA contact link: [#amazon-fba-contact-link#], to ensure buyers contact Amazon directly (and not you) about order-related queries.

B. If you ONLY sell other companies' brands on Amazon, it's strongly suggested that you start with these 2 campaigns:

• An Order Confirmation Customer Service campaign, to be sent 1 Day After Order is Confirmed. 
  
  
  
  Tip: Use the FBA version too if you fulfil orders using FBA.
  

• A Seller Feedback campaign, to be sent 1-2 days after Order is Delivered. 
  

Why these two campaigns?
An Order Confirmation email is fundamental to your strategy as it will tell your buyer who to contact if there are any issues with the order. It also helps to build a relationship with the customer.

A Seller Feedback email is useful so potential buyers can see that you're a reliable seller. Product reviews don’t matter as much as there are others selling the same product.

If you use FBA, emphasise that Amazon oversees the dispatch and delivery, to ensure buyers contact Amazon directly (and not you) about order-related queries.

C. If you sell BOTH your own brand(s) and other companies' brands, I strongly suggest you start with 3 campaigns:

• An Order Confirmation Customer Service campaign, to be sent 1 Day After Order Confirmed. Use the FBA version too if you fulfil orders using FBA as that will ensure buyers contact Amazon—not you—about order-related queries.
  

• A Product Review campaign to be sent 5-7 days after the order is delivered. Only include your own brand SKUs in this campaign by adding them to the filter option, Only Include Products by SKU. This will effectively request much-needed product reviews for your own brand(s) of products to help increase their visibility on Amazon. Adjust the time of when the emails send if you think buyers will need more time to try your product before they can offer a product review. 
  

• A Seller Feedback campaign to be sent 1-2 days after the order is delivered. Exclude your own brand SKUs from this campaign by adding them to the filter option, Exclude Products by SKU. This will effectively request seller feedback on all your orders of other brands that you sell. 
  

To set up campaigns for specific SKUs only, you can use the option Include or exclude products by within feedBAKER.

Other tips for improving your performance

• Definitely, use a Customer Service campaign in your strategy. Sending this email 1 day after an order is confirmed will help stop negative feedback as buyers will have a contact if anything is wrong with their order and will use that instead of posting negative feedback. This email will also increase engagement with requests later as the buyer will already know you and recognise your logo when you make a request for feedback or reviews.
  
• Add your logo to your Preferences so that it displays in your emails (this improves engagement).
  
• Sign off your email personally as people respond more to emails that come from 'real people'. Just insert your name and title after the 'Kind regards' in your template—something like,
  
  Kind regards,
  
  Manish Singh, CEO of Company XYZ
  
• Use the resend option on Seller Feedback and Product Review campaigns. Everyone's busy and many typically don't get round to opening your email, however, you can increase open rates with this one setting. If your email hasn't been open, feedBAKERwill know and can resend the email 3-5 days later. A % of buyers will always open the second one. Result!
  
• Use the negative feedback alerts functionality. The quicker you know a negative feedback has occurred, the quicker you can get Amazon to remove it or address it with the buyer, so add your email and cell/mobile number to your preferences. 
  
• If you are selling your own brand of products, consider adding separate Customer Service and Product Review campaigns for each product (or just best sellers if you've too many individual products). This will allow you to add your product image to the email which increases engagement even further. Just use the 'Only Include' SKU option to keep your campaign related to single products or groups of products.
  

What's a good rate of feedback?

In all honestly, we typically see most sellers come to feedBAKER with an engagement rate of 1-2%, so for every 100 products they sell, they get 1 or 2 feedbacks. But with feedBAKER, you should be looking to at least trebling your rate, and then, with further refinements and help from us, push that rate higher again. Of course, every seller is different and it's easier to get feedback for some types of product than it is for others, but every 3rd Party Amazon Merchant has room to improve their seller metrics by asking for feedback on orders.

How to contact us directly

As you get started you can reach us directly within feedBAKER via the support centre at the top right of your account or just email us directly at contactus@evanik.com.

You shouldn't have to wait long, within India office hours you should have a reply within an hour or two.

Self-service help

There is extensive content available to help you learn more about feedback management, how to use feedBAKERand how to appeal negative feedback. Our help centre is located at http://help.evanik.com/where you’ll find answers to most of your questions.

We hope you’ll love your feedBAKER tool when you see how easy it is to set up and secure more and better feedback and product reviews. If you have any queries at all, please get in touch.