I received a small red flag yesterday. Amazon stopped selling the product because the buyer’s dissatisfaction rate was too high. In this case, don’t panic. Just follow the instructions in the notification step by step.
1. Amazon Negative Buyer Experience (NCX) Notification (Finding the Reason, Product Dissatisfaction Rate is Too High)
Amazon is committed to providing a broad selection of products and an excellent customer experience. To achieve a good customer experience, products may be discontinued if the customer dissatisfaction rate for recent orders is significantly higher than the dissatisfaction rate for similar products.
If you receive a notification that your product has been suspended due to high customer dissatisfaction, the product will not be available for sale until you review and resolve the customer feedback that caused the high customer dissatisfaction.
Customer dissatisfaction rate is the number of recent orders where customers reported issues with the product or product listing, divided by the total number of recent orders. Buyers can report product or listing issues by returning items, requesting refunds, contacting customer service, and posting one-star product reviews.
2. Solve the problem of buyer experience (CX) health (solve the problem)
Monitoring the CX health of your listings can help you better serve your buyers. On the Buyer Voice dashboard, you can review buyer reviews to identify issues that impact the buyer experience. If the problem is confirmed, the following remedial measures can be taken.
1. Create a removal order for an ASIN
If your product is sold through Fulfillment by Amazon (FBA) and reviews on the Customer Voice dashboard indicate that customers received the wrong item, we recommend removing inventory for this ASIN and relabeling the product. If these reviews indicate that the product is damaged due to improper internal packaging, is defective, or does not work as advertised, we recommend that you remove or dispose of your inventory.
2. Edit product details page
If these reviews indicate that the product detail page is causing confusion for customers, we recommend updating the page. Some common issues include missing compatibility details, incorrect size charts, and low-quality images. Please click [Edit Product Information] to change the product name, product highlights, product description or image.
3. Relist your product
If you believe that customer reviews do not indicate any systemic issues with your product or listing, you may relist your product without contacting Amazon. However, promptly addressing issues that cause a negative buyer experience can help avoid listing withdrawals.
Find a solution suitable for solving this problem. For example, my listing was discontinued because the unclear product size caused confusion among buyers. I can just edit the product details page.
The specific steps are as follows:
①. Open the link in the notification: On the "Buyer's Voice" dashboard, check the buyer's comments to identify the issues that affect the buyer's experience and click "Resolve the issue"
②. Continue to click "Solve the problem" to re-edit the product information and click "Save"
(If approved, the detail page will reflect your changes within 15 minutes)
The problem is solved
