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This article applies to selling in: Saudi Arabia

About Feedback Manager

Note: Customer contact information is provided to sellers only for the purpose of fulfilling an order. Any additional communications with buyers should be made via the Buyer-Seller Messaging Service. This ensures that email is filtered for spam and phishing attempts. We will also maintain a copy of all correspondence for the protection of our customers and sellers.

Maintaining a high feedback rating is an important part of being a successful seller on Amazon. Customers often review feedback ratings when deciding whether to make a purchase from a seller. If you receive negative feedback, it is important to quickly determine the cause of the problem and work toward resolving it.

The importance of feedback

Buyers can submit only one feedback comment per order. The link to leave feedback is on the main Amazon website, on the Order Details page in Your Account, and is available to buyers 3 days after the order has been confirmed. We also send a feedback reminder 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 has not already provided feedback.

We encourage you to resolve any situations by researching the root cause behind each negative rating, addressing the buyer's concerns, and making improvements to your processes and policies. For tips on soliciting and managing feedback, see Improve your feedback rating.

What ratings mean

To leave feedback, a buyer must rate you using a 5-star system:

  • Positive feedback: 5 or 4 stars
  • Neutral feedback: 3 stars
  • Negative feedback: 2 or 1 stars

Feedback percentages are rounded off to the nearest whole number and therefore your totals can sometimes add up to 99% rather than 100%. For example, if a seller has 1,001 positive, 15 neutral, and 4 negative ratings, for a total of 1,020 ratings, the percentages will show as 98% (rounded off from .981), 1% (rounded off from .014), and 0% (rounded off from .003), for a total of 99%.

We calculate your feedback score using the following method:

SUM (positive feedback) / SUM (all feedback) for feedback left in the last 30 days, 90 days, 365 days, and lifetime.

For example, suppose you have the following feedback scores:

Feedback 5 4 3 2 1
Ratings per feedback 55 35 5 3 2

  1. Total of all positive feedback=90
  2. Total of all feedback (1 through 5)=100
  3. Divide positive feedback by all feedback
  4. Feedback score=90.0%

Understanding Feedback Manager

The Feedback Manager consists of two tables:

The Feedback Rating table displays your feedback rating for the past 12 months, as well as your percentages and corresponding actual feedback counts for 30 days, 90 days, 365 days, and lifetime.

The View Current Feedback table displays actual feedback and additional ratings from buyers, including their yes or no responses to three questions about the service you provided for their order:

  • Arrived on Time
  • Item as Described
  • Customer Service

You can see these responses by clicking on the Details link for the feedback you want to view.

In View Current Feedback, you can take the following actions:

  • Download a feedback report for all neutral and negative feedback.
  • View the related order for each feedback rating.

Buyers have 90 days to leave feedback and 60 days to remove it. Amazon will remove feedback only when it meets the criteria specified in our policy.

Incorrect feedback

If a buyer makes a mistake when evaluating and submitting feedback, you cannot edit it, but the buyer can delete it.

For more information, see What can I do about incorrect negative feedback?


About Feedback Manager


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