Below are frequently asked questions when considering Feedback Genius
If you are looking for questions regarding support or functionality, we suggest you visit our online Knowledge Base.
Why send feedback reminders?
In our analysis, few Amazon buyers leave feedback for transactions. Users, however, are much more likely to leave negative feedback for a transaction than positive feedback if everything goes smoothly. By sending friendly, meaningful, and automatic review reminders, you can significantly increase that rate. With more positive responses, it will reduce the unfavorable effect of potential negative feedbacks or reviews.
Can Feedback Genius message users about things other than feedback?
Definitely! You can compose a message containing anything you want--as long as it follows Amazon's selling rules. Many users find Feedback Genius useful for reinforcing their brand by displaying their name and logo to buyers several times. Some sellers just like the ability to let the buyer know their product is out for delivery and to make sure it arrives. Some customers like using Feedback Genius for educating customers by providing instructional content using attachments. At its core, the service is really a general-purpose automatic messaging system.
What Amazon marketplaces does Feedback Genius support?
We support eight marketplaces: Amazon.com, .ca, .mx, .uk, .de, .fr, .it, and .es. Each account includes one marketplace; it’s $10 for each additional marketplace.
How many messages can I create?
We allow you to create as many messages as you want. Your messages can be for specific products, brands, fulfillment channels, conditions--whatever you need.
Can I ask for product reviews in my message?
We encourage it! Although Feedback Genius was originally created to target seller feedback, it has since evolved into supporting product review requests using our email variables.
Does Feedback Genius have the ability to send messages to orders placed prior to signing up?
Yes! Feedback Genius has the capability to send messages to orders dating back 60 days prior to you signing up. It cannot date further back than 60 days. This is done to comply with Amazon’s rules about keeping messages relevant to a transaction and preventing accidental or intentional abuse of our system.
Can I send emails for both FBA and Merchant-Fulfilled orders?
Yes! Feedback Genius will automatically begin working for all FBA order events. Merchant-Fulfilled orders require an additional step in the configuration process called Seller Central Integration; it’s done during your initial account setup. Once both configurations are complete, Feedback Genius will be able to send messages for both FBA and Merchant-Fulfilled orders.
What name will buyers see when they receive my message?
All messages sent through Feedback Genius go through Amazon's Buyer-Seller messaging system. The messages originate from Feedback Genius and are sent to Amazon's email system using the special email address that you see for the buyers (they look like this: firstname.lastname@example.org). Amazon's system will then put your seller name and a similar cryptic-looking email address in the From address and send that to the buyer. The messages sent through Feedback Genius will always have your proper Amazon selling name when viewed by the buyer. However, customers will not have access to your personal contact information.
Do buyers who have already left feedback still receive messages?
Each message you create has the ability to filter out buyers who have already left seller feedback. This allows you to create feedback reminder messages, excluding buyers who have already left feedback.
How much can I customize the content of the message?
Our flexible message format allows you to completely customize the content of the messages sent to buyers; creating a personable, relevant, useful message to the buyer will improve the customer experience. You are able to include everything from a buyer’s name to their tracking information.
Does Feedback Genius have the ability to send messages only to customers who purchased a specific product?
Absolutely! Our system has the ability to target certain SKUs, ASINs, or SKU groups at a template level.
Is it difficult to transfer into Feedback Genius after having an existing feedback service? How can I prevent double messaging?
Not all all! There are a few steps to follow for this process to be seamless. If you are switching from a different feedback service, you can read more about this process from our Knowledge Base article.
I have shoppers who have purchased from me more than once. Can Feedback Genius accommodate messages to repeat customers?
Yes, Feedback Genius can send special templates to repeat buyers, as well as exclude them from receiving a template you only want going to first-time buyers. This feature is at a template level so you can select who each message is intended for--a repeat buyer or first time buyer.
Can Feedback Genius send messages appropriately if I have multiple brands?
Your templates can definitely be configured to handle each individual brand separately, with the ability to make each template product-specific and being able to add your own logo for each. If you are creating multiple brands on Feedback Genius, you can read more about this process from our Knowledge Base article.
How do my messages get sent?
All buyer communication goes through Amazon's buyer-seller messaging system. You can see messages sent by Feedback Genius in the Sent Messages section of Seller Central. Use this link or log in to Seller Central and click on Messages in the top-right corner, then on the Sent Messages tab in the main body of the page. The messages sent from Feedback Genius should be displayed there, along with any other messages you've sent to buyers.
Can I add images to my message?
Yes, your messages are completely customizable. Part of that customization includes the ability to add in your own custom HTML. So long as it is in within Amazon's guidelines, you can include your own custom HTML and add images, borders, etc.
Don't hesitate to Contact Us if you have any questions not found in this FAQ. Our support team would be happy to answer any additional inquiries.