The Amazon Request Feedback Now feature allows you to automatically request feedback at any point during the conversation with a customer straight from the eDesk ticket.
This help file will show you how you can easily start requesting feedback on Amazon from within your eDesk account.
Before you start
- eDesk Feedback is available as an Add-On. To find more information, click here.
- You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
- You’ll need a Seller Central account on Amazon. To find more information, click here.
01 How does it work?
This feature allows agents to request feedback straight from the ticket. It will work by pressing the Request Feedback now button on the right-hand side of any ticket with an order attached in eDesk.
Note: the Request feedback now button will not be displayed on the ticket if:
- The order has previously been blocked.
- A feedback request has already been sent.When you press this button, a pre-written, Amazon-compliant template is sent to the customer inside the ticket and will contain a link to leave both seller feedback and a product review for their order. The template will be translated to match the previous messages.
Note: this template cannot be edited. This is to ensure that you always remain compliant with the Amazon messaging guidelines.
Pro Tip: if you click on What is this? just below the request button, you will be able to preview the message that will get sent.
The feedback section will still be visible on the right-hand side of the tickets and you can block orders, customers & products by clicking the three dots within the Reviews & Feedback container.
You will also see a link that brings you to the Feedback Rule associated with the order.
02 Important things to know
The most important point to note about this feature is that you can only send one feedback request per order, no matter what method is used.
Remember that you have different options available in eDesk to request Feedback on Amazon, for example:
- The Request a Review feature. To find out more, click here.
- Custom Amazon Feedback Rules. To find out more, click here.
- Standard Amazon Feedback Rules. To find out more, click here.
This means that when you press the Request Feedback now button inside a ticket, all other scheduled feedback requests are cancelled, ensuring you remain compliant.