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How to Deal with Negative Customer Experience (NCX) Rate

  • This topic has 6 replies, 13 voices, and was last updated 1 year ago by Milly.
  • Post
    arabella
    Enhanced
    none

    My listing has received high NCX and my listing is showing from Excellent to Very Poor. One of the customers is saying he received a broken product, but the voice of the customer section says there is no option to contact him and I think he didn’t return it either. How can I deal with this problem?

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  • Replies
      Sylvester
      Ultimate
      US

      If you have got the negative NCX rate you have to search first the Order ID for that customer after reaching to the order ID from there you can see when you open the order ID here is option for contact with customer so now you can deal with that buyer about his issue with the product.

      John Aly
      Enhanced
      none

      You can solve this problem by simply contacting to the buyer. First of all check the nature of issue then find the buyer id and open the order detail after that click on the customers name to contact with the buyer. In this way you can contact with the buyer to deal with the issue about the product.

      Esra bale
      Beginner
      none

      Your NCX can only be increased by increasing your order velocity. Try to improve your product for the reason you have received NCX and your order ratio will increase your negative NCX percentage decrease.

      Emmal Aria
      Beginner
      none

      If you have a negative NCX rate for a customer, you need to find their Order ID. The Order ID contains an option to contact that customer. As a result, you can help that customer to resolve his issue regarding this product or offer him a refund or replacement.

      melissaablunt
      Beginner
      US

      First, you have to find the root cause of your defective order. Your NCX must be expanded by expanding your order speed. Attempt to work on your item for the explanation you have gotten NCX and your order proportion will expand your negative NCX rate decline.

      Lisa
      Beginner
      US

      If you have a high NCX rate then first you have to find out the problem that customers are facing bad experience and then try to solve it ASAP.

      john wick
      Enhanced
      none

      If your NCX rate is high, you must first identify the issue that is causing your consumers to have a negative experience before attempting to address it as soon as possible.

      David Ashan
      Beginner
      US

      If your NCX rate is high, you must first identify the issue that is causing your consumers to have a negative experience before you can try to solve it.

      Stephen
      Enhanced
      none

      if your NCX rate is higher then you need to see the reasons due to which customers are complaining about your product, try to resolve that issue and then try to improve the orders by offering promotions or high discounts, if your orders are increased then surely your NCX percentage will decrease and your listing status will be changed from very poor.

      Barden John
      Beginner
      none

      You have to remove the damaged or defective items from the Amazon warehouse you have to create a removal order or try to resolve the issue regarding your item by improving your item quality.

      Andy Smith
      Beginner
      none

      A customer’s Order ID must be located if you have a negative NCX rate for them. A contact option for the customer is available on the Order ID. You may then assist the consumer in resolving his problem with the product or provide him with a refund or replacement.

      Milly
      Beginner
      none

      First, you have to find the order id and check the issue with the product, then contact the customer and resolve this issue by refunding or replacements.

      Emma
      Beginner
      none

      Dealing with a negative customer experience (NCX) rate is critical to maintaining customer satisfaction and loyalty. Here are some steps you can take to address this issue:
      Analyze the reasons for negative feedback: Determine the root cause of the negative feedback. It could be a product issue, a service issue, or a communication issue. Once you have identified the reason for the negative feedback, you can take steps to address it.
      Apologize and empathize: Respond to the customer’s feedback with empathy and apologize for their negative experience. Let them know that their feedback is valuable and that you will do everything possible to address their concerns.
      Take corrective action: Once you have identified the root cause of the negative feedback, take corrective action to address the issue. This may involve improving your product or service, training your staff, or improving communication with your customers.

      David Ashan
      Beginner
      US

      If you are receiving negative feedback from customers and your listing health has been impacted, it’s important to take immediate action to address the issue. Here are some steps you can take:

      Investigate the issue: Look into the customer’s complaint and verify if the product was indeed damaged during shipping or if there was any other issue that led to the negative feedback.

      Respond to the customer: If possible, reach out to the customer and apologize for any inconvenience caused. Offer to replace or refund the damaged product and ask them to consider revising their feedback.

      Use the Voice of the Customer section: Even if there is no option to contact the customer directly, you can still respond to their feedback in the Voice of the Customer section. Be sure to address their concerns and offer a resolution to the issue.

      Improve your product quality and shipping process: Identify any issues in your product quality or shipping process that may have contributed to the negative feedback and take steps to improve them.

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