Feedback Genius

Helping you to master Feedback Genius.

+8
95 articles in this collection
Written by Ryan, Alexander, and Edward and 8 others

How do I create a new message?

Customize pre-made message templates or start from scratch to target your buyers with seller feedback and product review requests.
Written by Ryan
Updated over a week ago

How do I send messages to past orders?

The advanced "When" filters in your message allow you to extend the Delivery Window to include orders placed prior to your message creation.
Written by Ryan
Updated over a week ago

How do I target only specific products with a message?

Create product-specific messages easily with our item filters! Simply enter either your ASIN(s) or SKU(s) in the item filters section.
Written by Ryan
Updated over a week ago

How do I pause or delete a message?

When a template is no longer needed, setting a message to "inactive" is simple and can be done directly from your main Message Dashboard!
Written by Ryan
Updated over a week ago

How do I delete a product from the Product Page?

Product no longer active or relevant? Remove an ASIN from the Product page directly from the navicon menu (3 vertical dots).
Written by Alexander
Updated over a week ago

How many messages can I send per day?

Each Feedback Genius account has a specific Daily Limit that determines how many messages can be sent each day.
Written by Ryan
Updated over a week ago

How do I use the return features in Feedback Genius?

Learn how to send a message when a return is completed, or skip sending a message altogether if an item has been marked as returned.
Written by Ryan
Updated over a week ago

How do I make my messages Active?

When you're ready to begin sending your message to customers, set it to "active" directly from your main Message Dashboard!
Written by Ryan
Updated over a week ago

How can I improve my seller feedback and product review rates?

Not seeing the results you expected? Optimize your messages with help from our best practices to improve the response rate from customers.
Written by Ryan
Updated over a week ago

How can I see what messages are being sent from Feedback Genius?

Now that your message templates are set to "active", confirm in Feedback Genius and Seller Central that your customers are receiving them.
Written by Edward
Updated over a week ago

How many messages would you recommend I send to my customers?

As best practice, we recommend sending 1 message per order. We've created "All-in-One" message templates to make this easier!
Written by Susana
Updated over a week ago

How do I address a customer by name in my messages?

Customize your messages using name variables and address your buyers directly for a more personal touch!
Written by Edward
Updated over a week ago

How do I add a link to an image using Feedback Genius variables?

Make your email more compelling by adding a link variable to your images. Buyers can click the image and be redirected accordingly.
Written by Ryan
Updated over a week ago

How do I use the short name feature for each product title?

Add your ASINs to the Product Dashboard and assign each of them product short names to make your messages easier to read.
Written by Hayley
Updated over a week ago

How do I use the price filters?

Learn how to target buyers that spent a specific amount on your product or exclude buyers that purchased the item at discount.
Written by Hayley
Updated over a week ago

How do I exclude orders of a certain product from being sent my message?

Prevent specific ASINs or SKUs from receiving your message with the advanced item filters.
Written by Rob
Updated over a week ago

How do I add an attachment to my message(s)?

Include product instructions or bonus material (such as an eBook) in your message for that extra touch of customer service.
Written by Ryan
Updated over a week ago

How do I target repeat buyers with my messages?

Use the "Send this message for" filter to target or exclude a buyer based on how frequently they've purchased from your Amazon Store.
Written by Hayley
Updated over a week ago

How do I add an image or logo into my messages?

Set your brand apart with a more dynamic messages by including your logo. Simply upload your image directly into your message template.
Written by Hayley
Updated over a week ago

How do I use the A/B testing feature?

Split-test your messages using the "Only include orders ending in these digits" feature within the Advanced Message Filters.
Written by Rob
Updated over a week ago

What are message tags?

Use this optional feature to organize your messages to more easily access them. You might tag messages by topic, marketplace, or ASIN/SKU.
Written by Rob
Updated over a week ago

How do I create counter part message sequences?

Create product specific and general messages, and ensure your messages send out properly.
Written by Ryan
Updated over a week ago

What do the "SKU Pattern Match" and "SKU Pattern NOT Match" filters do?

Having a lot of products shouldn't make creating product specific messages hard. SKU Pattern Match lets you easily target several SKUs.
Written by Susana
Updated over a week ago

What does the "Delivered Within" filter do?

Make sure your message is only sent to buyers whose order was delivered in the specified time. This is perfect for targeting Prime Members!
Written by Ryan
Updated over a week ago

What does the Minimum Condition filter do?

Make sure your messages are targeting New and Used products with the Minimum Condition filter. Find it in the Advanced Item Filters section.
Written by Ryan
Updated over a week ago

What happens if a customer buys 2 different products from me on ONE order?

If a buyer purchases multiple ASINs from your store in one order, Feedback Genius will pick one of the ASINs to target with your message.
Written by Ryan
Updated over a week ago

When creating/editing a message, what should I put in the “Message Title” field?

Easily assign Message Titles to make your templates more easily identifiable from your Message Dashboard.
Written by Edward
Updated over a week ago

What is Amazon's Allowed HTML and CSS?

If you are using custom HTML or CSS in your message template, make sure the attributes are approved by Amazon.
Written by Ryan
Updated over a week ago

Why is the generic message sending instead of the product-specific message?

If the generic message is being sent instead of the product-specific message, check the item filters and/or the message triggers.
Written by Rob
Updated over a week ago

Why do my messages with attachments show as sent in Feedback Genius, but not in Seller Central?

A corrupt PDF may prevent your message from sending through Seller Central. If this happens, simply remove then re-upload the attachment.
Written by Ryan
Updated over a week ago

Can I request product reviews?

Yes you definitely can! And we've made it easy to ask your customers for reviews with premade templates plus product review variable links.
Written by Ryan
Updated over a week ago

Why are my messages not sending?

New active messages take about 24 hours to begin sending. You should also double-check your account setup and message filters.
Written by Rob
Updated over a week ago

Can I insert my own links?

Links leading to your personal store or website, as well as social media (Facebook, Twitter, or Instagram), are not permitted by Amazon.
Written by Ryan
Updated over a week ago

Can I copy and paste content from another source into my message content?

Yes, you can, but we suggest using the "Clear format" feature to remove any hidden coding that may affect how your message looks.
Written by Ryan
Updated over a week ago

What is the Global Blacklist?

Use the Global Blacklist to prevent sending messages to users that have opted out from receiving third party noncritical messages.
Written by Nicole Freeman
Updated over a week ago

Can I add custom HTML into my message templates?

Take your messages to the next level with custom HTML. Use the "Code View" feature to get started!
Written by Hayley
Updated over a week ago

Can I create a message filter for the destination / shipping country?

As you're targeting specific countries, its imperative that you enter the correct two-letter country code. See below for each code.
Written by Ryan
Updated over a week ago

Can I email orders that are beyond 60 days in the past?

No, the Delivery Window filter will only allow you to send messages to orders from the last 60 days.
Written by Hayley
Updated over a week ago

Can I send messages at hour-specific times?

Feedback Genius messages send based on your specified order event in the "When" section of your filters.
Written by Ryan
Updated over a week ago

Can I schedule my messages to send on or during a specific date range?

Target orders placed during a set date range using the "For Orders Placed Between The Dates" filter. This is great for holiday templates!
Written by Ryan
Updated over a week ago

Can I copy messages from one marketplace to also work for another marketplace?

Use the Copy Existing Message feature to copy a template as is. Once copied, you can make any changes, including the assigned marketplace.
Written by Rob
Updated over a week ago

Can I send a shipment notification to my customer using one of my Feedback Genius templates?

Amazon notifies the buyer when their order is shipped. We suggest reaching out to the buyer on a different order event, like after delivery.
Written by Ryan
Updated over a week ago

How do Email Variables work?

Variables are placeholders in the message template. Our system automatically fills in the information based on each customer's purchase.
Written by Ryan
Updated over a week ago

Do you have any examples of templates to use?

Feedback Genius offers almost 30 premade message templates that you can customize for your own use! Check out the Library of Templates now!
Written by Hayley
Updated over a week ago

Can I skip sending a message if seller feedback has been left?

Simply switch the filter toggle to "Yes" to prevent sending your message to a buyer that left you Seller Feedback already.
Written by Ryan
Updated over a week ago

I am not receiving test messages

Check your Account Settings to confirm your testing email is entered correctly. We also recommend checking your Spam folder.
Written by Alexander
Updated over a week ago

I can't choose a template after clicking "Use this Template"

If you are unable to select a message template during message creation, check Settings to confirm that your marketplace is connected.
Written by Rob
Updated over a week ago

I cannot add an ASIN/SKU to my item filter fields

If your message already contains an Item Filter (ASIN is, SKU is Not, etc), you can not add an additional Item Filter on top of it.
Written by Rob
Updated over a week ago

I'm not seeing any results from my messages. What do I do?

Haven't received any reviews or feedback? Try modifying your message content or subject line to see if this gets different results!
Written by Edward
Updated over a week ago

Are Test Messages sending to my customers?

Messages left in Test Mode, will be displayed in your Sent tab with [TEST] in the subject line. These aren't sending to your buyers!
Written by Rob
Updated over a week ago

I have multiple brands through the same Seller account. How do I accommodate for this on Feedback Genius?

At this time, Feedback Genius is not optimized to work with multiple brands but there are several ways to work around this.
Written by Ryan
Updated over a week ago

I was previously using the [[logo]] and [[logo-link]] variables but do not see these options anymore. How do I edit my images?

The [[logo]] and [[logo-link]] variables are no longer supported. You can upload your logo directly into your message!
Written by Ryan
Updated over a week ago

If I create a new message, will it resend to orders I've already targeted with a previous message?

Editing your current message's filters won't cause a duplicate, but creating a new message could. Use the When Filters to prevent this!
Written by Hayley
Updated over a week ago

Amazon is informing me an email address is trying to send messages on my behalf

Feedback Genius sends messages using your "From" email address. This email should be listed as an Approved Sender in Seller Central.
Written by Ryan
Updated over a week ago

My Test messages don’t have working links

When you send a test message to yourself, your variable links may redirect to error pages. This is expected behavior! Read why below.
Written by Ryan
Updated over a week ago

My message formatting does not match; some text font is different than others and are different sizes.

How can I have consistent text formatting throughout all of my messages?
Written by Ryan
Updated over a week ago

My message appears to be sending out later than when the event happens

We work hard to make sure your messages are sent when they qualify based on your When filters. If there is a delay, contact Support!
Written by Ryan
Updated over a week ago

My Feedback Genius messages are generating auto-replies and disrupting my contact response time metrics. How can I resolve this?

You can use your account's Blacklist as a workaround from your Feedback Genius messages disrupting your Amazon response time metrics.
Written by Rob
Updated over a week ago

On Seller Central's Sent messages page, why do the links in messages not appear to work?

My Feedback Genius message in Seller Central doesn't look the same as in my Sent Tab. What's going on?
Written by Ryan
Updated over a week ago

Is my message following Amazon Guidelines?

It's important to make sure your messages is compliant with Amazon's terms of service before you set your message to "Active".
Written by Rob
Updated over a week ago

Is there a direct link we can email the customer to be able to remove negative feedback?

If a customer is willing to remove negative feedback, you can include instructions on how to do so or link them using the URL below.
Written by Ryan Wise
Updated over a week ago

How can I check my account's message usage?

View how many messages your account has left in the current billing cycle on your Home Dashboard or your Analytics page.
Written by Rob
Updated over a week ago

Is there a way to search orders by customer name?

Lookup the Order ID or Buyer Name using the "Order Search" feature. This is helpful when you're responding to product reviews!
Written by Ryan
Updated over a week ago

How do I view my message analytics? What are they for?

View open and unsubscribe rates for each of your messages. Navigate to your Messages tab and click "Analytics" from the navicon menu.
Written by Ryan
Updated over a week ago

How do I view my Seller Feedback?

Navigate to your Feedback Tab to view the seller feedback you've received. You can sort by rating or status, and search by order ID!
Written by Rob
Updated over a week ago

My dashboard is not displaying product reviews. How do I begin to track product reviews?

Add your ASINs to the Products page and select the checkbox. Reviews should populate within a few hours. (Only available for .com / US)
Written by Ryan
Updated over a week ago

Should I include the ASIN for the "Parent" or for the "Child"?

When creating product specific messages, insert the child ASIN(s) into your Item Filter to target those particular products.
Written by Ryan
Updated over a week ago

What is the Message Analytics Benchmark?

The industry benchmark is the average open rate of all Feedback Genius users' messages. Use the benchmark to gauge your message's effect.
Written by Ryan Wise
Updated over a week ago

Getting the most out of Product Tracking in Feedback Genius

Learn more about setting up product review monitoring and negative review notifications. (Only available for .com / US)
Written by Julie Rodriguez
Updated over a week ago

What features are available on the free plan?

The free Essentials plan includes 100 messages each month and only basic features.
Written by Rob
Updated over a week ago

What's the difference between product reviews and seller feedback?

Product reviews are comments left on an ASIN specifically. Seller feedback refers to a user's overall experience with the seller/store.
Written by Ryan
Updated over a week ago

Can I receive a summary regarding my account's usage?

Receive a weekly account summary to keep up with how many messages you're sending. Find this feature in your Account Settings.
Written by Rob
Updated over a week ago

Can I support multiple Amazon Seller Central Accounts on one Feedback Genius account?

You can connect additional marketplaces directly from Feedback Genius, or within your Seller Labs Dashboard.
Written by Ryan
Updated over a week ago

How do I stop sending messages to a certain order ID?

Add a buyer's order ID or email to your Blacklist to prevent the customer from receiving any further messages from you.
Written by Ryan
Updated over a week ago

How do I change the sender in my test messages?

Test messages are just for local testing, and do not send through Seller Central. This means the specific Amazon address is not applied.
Written by Edward
Updated over a week ago

Messages are sending in Feedback Genius, but not Seller Central. Is my "From" address set up correctly?

Set your "From" email address in your Marketplace Settings. This email should be listed as an Approved Sender in your Seller Central.
Written by Ryan
Updated over a week ago

I never received an email with my confirmation code

During Seller Central Integration, you should receive an email. This is only a notification and isn't needed to complete the final process.
Written by Rob
Updated over a week ago

What are the negative feedback notifications for?

Feedback Genius will notify you is a buyer leaves negative seller feedback. You can find this feature in the Account Settings.
Written by Chase
Updated over a week ago

Which mail carriers does Feedback Genius pull tracking information from?

Feedback Genius imports tracking information from several Mail Carrier API's. Please check if you're using an unsupported carrier.
Written by Hayley
Updated over a week ago

How do I change the default marketplace stats on my home dashboard?

Set up your default marketplace within your Account Settings. Your Home Dashboard will then display metrics for this specific marketplace.
Written by Ryan
Updated over a week ago

What is the pricing on Extra Message bundles?

If you run out of your regular monthly allotment of messages, you may consider adding overage emails to your account.
Written by Rob
Updated over a week ago

Does Feedback Genius support non-Amazon marketplaces?

Feedback Genius is not compatible for orders placed on non-Amazon marketplaces, such as Ebay, Shopify, or Walmart.
Written by John Kipe
Updated over a week ago

How do I automatically add customers who left negative feedback to the blacklist?

Prevent sending messages to buyers that have already left you negative feedback. Use the Auto Blacklist feature found in Account Settings.
Written by Ryan
Updated over a week ago

Can I receive text notifications from Feedback Genius at an international phone number?

Yes! Just use the format listed below to ensure you receive your Negative Feedback and Negative Review notifications!
Written by Ryan
Updated over a week ago

What order events can I send my Feedback Genius messages on?

Messages can be sent throughout the purchase process. For delivery-based messages, tracking information is required.
Written by Ryan
Updated over a week ago

What time zone is the time stamp in Feedback Genius?

You can adjust your account's time zone within your Settings. By default, Feedback Genius will is set to America/New York (ET).
Written by Edward
Updated over a week ago

Why do I receive an email each day with the subject: "Notification of Open Listings Report availability"?

You can disable the email notification for the "Open Listings Report" in your Seller Central account settings.
Written by Rob
Updated over a week ago

How can I connect my Amazon.in (India) marketplace to Feedback Genius?

Users can now send Feedback Genius messages to their Amazon.in customers! Find instructions below for connecting your IN marketplace.
Written by Ryan
Updated this week

Does Feedback Genius support sending messages for KDP (Amazon kindle books)?

You are not currently able to send Feedback Genius messages for KDP.
Written by Chase
Updated over a week ago

Can I send messages to both my FBA and FBM (Merchant Fulfilled) orders?

Yes, Feedback Genius supports both your FBA and Merchant Fulfilled orders. You can also create unique messages to each shipping channel.
Written by Ryan
Updated over a week ago

I just switched from another feedback service to Feedback Genius. What should I do?

If you've just switched from another service to Feedback Genius, check out our Weekly Webinar to help get your account setup!
Written by John Kipe
Updated over a week ago

Setting up message forwarding in Gmail for Feedback Genius

Set up an auto-forwarding rule in your Gmail account to the Global Blacklist due to Amazon's opt-out policy
Written by Rob
Updated over a week ago

Amazon Code of Conduct Changes and Feedback Genius

What changes are being made in Feedback Genius to make sure our software is in line with the spirit of Amazon?
Written by Rob
Updated over a week ago

Can I automatically add a customer to my Email Blacklist?

Automatically add customers to your blacklist using your specific blacklist email or the "Auto Blacklist on Negative Feedback" feature.
Written by Ryan
Updated over a week ago

How do I access my invoices?

View your invoices from your Seller Labs Dashboard or Feedback Genius directly.
Written by Ryan
Updated over a week ago