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Voice of the Customer SOP

Monitor Amazon’s Voice of the Customer (VOC) dashboard weekly, identify any ASINs flagged as “Fair,” “Poor,” or “Very Poor,” understand the root cause of complaints, and take corrective action before listings are suppressed or harmed long-term.

Prerequisites​

  • Access to Amazon Seller Central → Performance → Voice of the Customer
  • Access to Order reports
  • Access to Customer reviews
  • Access to Return reports
  • Access to Negative Review Log
  • Familiarity with your product features, packaging, and common issues

Procedure​

  1. Check VOC Weekly
  2. Identify Reason Codes
  3. Log Issues in the VOC Tracker
  4. Investigate the Root Cause
  5. Take Corrective Action
  6. Monitor Improvements
  7. Record All Actions

Members only

Get the full step-by-step procedure

  • 7 numbered steps with exact Seller Central paths
  • Fixes for the most common snags
  • 1 copy-paste message template
  • When to escalate, and to whom
  • How to confirm it worked
  • Best practices to prevent repeats
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