CR Feedback lets you automate Amazon feedback requests when orders are placed, shipped, or delivered. You can also delay your messages to go out 1 to 20 days after one of these events. Plus, you can choose between sending a custom request or simply triggering Amazon’s “Request a Review” button.
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If you don’t have a ChannelReply account, sign up for CR Feedback here.
If you already have ChannelReply, sign in here. Then go to the CR Feedback tab on your dashboard and click “TRY CR FEEDBACK.”
You’ll arrive on a welcome screen. Clicking “Next” will launch your free trial.
If you already have at least one Amazon account connected in ChannelReply, you’re already done! You’ll be brought to the success screen right after starting your free trial. There you can choose between integrating additional accounts or going to the CR Feedback dashboard.
If you have no accounts connected, you’ll be asked to complete a simplified version of our Amazon integration instructions. Simply follow step 2 and step 3 and then you should arrive on the success screen shown above.
If you have ChannelReply, you’ll also be asked to complete step 4 and step 5 when integrating any Amazon account. This is only necessary if you want to use this Amazon account with ChannelReply. If you only want to use the account with CR Feedback, you can ignore the stuff about Amazon Notification Preferences.
Simply sign in and go to your CR Feedback dashboard (if you don’t arrive there by default). Then click “Connect new Amazon account.” You may need to scroll down to see this option if you already have several accounts connected.
Afterwards, you’ll be asked to follow the same steps as connecting your first Amazon account.
Nope! You can connect unlimited Amazon accounts. This includes accounts in multiple countries as well as multiple accounts in the same country.
Worried about breaking Amazon rules by integrating more than one account from one country? Have no fear—many of our customers are large ecommerce agencies supporting dozens of Amazon accounts in the same country. See “Does Amazon Know If You Have Multiple Accounts in ChannelReply?” for more info.
Sign in and go to the CR Feedback dashboard. Then click “FEEDBACK SETTINGS” under any account.
Click “SET AUTOMATED REQUEST.”
This will bring you to your feedback settings, where you’ll first need to choose a feedback request mode.
“Request a review” mode is selected by default and is the safest and easiest option. It sends Amazon’s default feedback requests—you simply decide when to send them.
As long as you only send one feedback request per order, you should never have any risk of getting in trouble with Amazon. So, just make sure you have no other active feedback requests for this account and you’ll be safe!
There are two downsides to “request a review” mode:
Email template mode lets you create customized and instantly personalized feedback requests. That way, you can use your own unique voice and show the buyer you’re human, not a faceless company. Do this well and you can get far more ratings than you would normally.
Email template mode also has no 5- to 21-day waits. We send the messages as soon as we have the minimum data needed to confirm your settings are triggered.
The downside is that this mode is riskier. You have to abide carefully by Amazon’s Communication Guidelines. They may suspend or even ban you from sending proactive messages if you break the rules. If you don’t want to take risks, it’s best to play it safe with “request a review” mode.
The following settings work the same way in both feedback request modes.
The request title is simply an internal identifier for this feedback request—customers will not see what you enter here. Enter a name that will help you find this request in the future.
Allows you to set the request to “Active,” “Test” or “Off.”
Setting a request to “Active” will cause it to start sending as soon as possible on any order that meets your requirements. You will not see the message, but your customers will!
“Test” is only available in email template mode. It will cause the feedback requests to go out as scheduled, but they will only be sent to you, not your customers. You will receive your test requests at the email address you have entered in User Information.
Note that it will usually take 1 to 4 hours to receive your first test request after you save your settings.
Choosing “Off” will make sure this feedback request is not sent to anyone.
The schedule determines when your automated requests go out. There are two settings: delay and event.
The event options are Purchased, Shipped, and Delivered.
The delay options allow you to send your message either immediately after the event occurs or 1 to 20 days later.
Currently, all CR Feedback requests are sent out once every hour. This means your message will typically be delivered within one hour after the time chosen in your delay setting.
There are a few exceptions to these rules:
When orders are cancelled: We will not deliver feedback requests on any cancelled orders.
When using “Purchased” and no item in the order has shipped yet: We cannot send feedback requests until an order is at least marked as “Partially Shipped.”
When data is missing for the “Delivered” delay setting: Since Amazon does not provide the time when the package was delivered via API, we have to rely on estimations of the delivery date. We use the following system:
When facing “request a review” mode delays: Remember that we often can’t deliver your feedback request until 7 days have passed since the order was placed. Amazon may change this minimum wait period to anything from 5 to 21 days for some orders. If your request schedule would send a message before the wait period ends, we will deliver your request as soon as Amazon allows.
You may also experience delays if you are using “request a review” mode and Amazon requires a minimum wait time before sending the request.
Hit “SAVE SETTINGS” when you’re happy with the options you’ve chosen. This will save all settings and enable your request. The next time an order meets your Schedule conditions, we’ll send your request either to you (if the Status is set to Test in email template mode) or to your customer (if set to Active).
In email template mode, you’ll have the following additional settings:
Enter the subject line of the email that will go to your customers. Your customers will see this subject line (unlike the request title).
You can enter your message here.
When writing your message, be very careful to follow Amazon’s Communication Guidelines.
The following options are available in the top menu:
Right-clicking on the message will reveal the following options:
Placeholders allow you to automatically customize each request. When the message is sent, each placeholder is replaced with info unique to you, your customer, or your customer’s order.
For example, say you used the Purchase Date placeholder: [[PurchaseDate]]
If the customer placed their order on December 8, 2021 at exactly 9:15 PM GMT, [[PurchaseDate]] would be replaced by December 8, 2021 21:15:00 PM GMT.
You can enter a placeholder by clicking on it in the Available Placeholders sidebar. It will be entered wherever your text cursor is located.
You can also enter placeholders manually. They are not case sensitive, so [[PURCHASEDATE]] or [[purchasedate]] will work just as well as [[PurchaseDate]]. Placeholders work in both the message and the subject line.
Amazon requires you to include the order ID in your message. Be careful to include the Amazon Order ID placeholder [[AmazonOrderID]] at least once in your message.
Here’s a quick explanation of each placeholder, in the format Name: Description. [[Placeholder]]
You can open your fallback settings by clicking “SET FALLBACKS” (below the message field and schedule settings).
You can then set fallback text for each placeholder.
We are not always able to collect and display sensitive personal data like Buyer Name or Address Line 1/2/3. If data for a placeholder is not available, then normally, a single blank space will appear instead of the placeholder.
This is where fallbacks come in. Fallbacks will appear in place of the placeholder if there is no data for that field.
For example, let’s say your message includes this line:
Your order has arrived at [[AddressLine1]].
Normally, the customer would see something like this:
Your order has arrived at 1 Main Street.
But what if Amazon does not provide the address? If you have no fallbacks, the customer will see this:
Your order has arrived at .
Not good! But if you’ve set the Address Line 1 fallback to “its destination,” then the customer will see this:
Your order has arrived at its destination.
Much better! So, it’s a good idea to set fallbacks for the placeholders you use in your reply, especially those that we’ve marked as not always having data available.
Fallbacks are unique to each set of feedback request settings. That way, you can have unique fallbacks for each brand, Amazon marketplace, and request scenario.
You shouldn’t need to worry about Amazon’s Communication Guidelines if you only use “request a review” mode. But if you use email template mode for any of your requests, knowing them is critical!
It’s always best to review the guidelines directly. However, here’s a quick breakdown of some of the most important points:
Amazon sometimes bans users from sending feedback requests and other proactive emails for 30 days if these rules are violated. If you break the rules repeatedly, you may be permanently banned from sending proactive emails. Be careful to follow the rules!
While it’s virtually impossible to get in trouble with Request a Review mode, there are situations where your request may not be delivered. Here are a few important things to remember:
When you create a new feedback request, we begin scheduling requests for your orders within 1 hour. Requests are only scheduled for orders with the Partially Shipped or Shipped order status. Requests will not be sent for any cancelled order.
Your first feedback request could go out within minutes after you finish setup. But in many cases, there will be a day or two between the time your request is set to “Active” and the time we begin delivering it to your customers.
Some requests may not go out until several weeks after the order was placed. Remember that Amazon sometimes won’t allow “request a review” requests to go out for up to 21 days on some orders.
You’ll know requests are being sent when your request counter starts climbing.
If you think your requests should be going out but aren’t seeing numbers in the request counter, please contact us for help.
Absolutely—at least as far as we are concerned! You can create unlimited feedback requests for each Amazon account. Additional requests can be created the same way as the first.
However, the “request a review” option is only available once per order. If you set more than one “request a review” request, we can only deliver the one that gets scheduled first.
We will send all active email template requests, so be careful! Remember that Amazon only allows one feedback request per order.
If Amazon thinks you are sending too many proactive emails, they may temporarily block all proactive emails from your account. They may even make this block permanent if you have been banned in the past. We therefore recommend only having one active request at a time for each Amazon marketplace when using email template mode.
We hope CR Feedback helps you boost your seller rating and grow your business on Amazon! If you have any questions, requests, or feedback, please contact us and we’ll be happy to help out.