Tips for Resolving CX Health Issues

Your CX Health is determined by comparing your offers negative customer experience, or NCX for short with those of similar offers. Amazon listens to customer feedback across returns, refunds, customer service contacts, and product reviews. NCX rates and CX Health are available only on offers that have had a recent sale.

If an offer is new, you won’t see an NCX rate or CX Health. The last updated date for each offer shows the last date on which there were either an order or a negative customer experience. CX Health and NCX rates don’t result in an account level action. To take action to resolve the ncx issue with your offer, click the details link and the notification you received.

You can also click the resolve issue button next to the offer on the voice of the customer dashboard, and then click to resolve issue button on the voice of the customer details page. Note that the NCX rate of your offer and the closure of offers will not have any effect on your seller account. Offer closures are to prevent further negative customer experiences.

Give you the opportunity to address issues affecting customers and re-list the offer yourself. The NCX rate and CX Health are based on an offer’s historical performance. Depending on your order volume, it may take several weeks for actions you take to be reflected in those metrics. If you identify a problem from the dashboard, you should act to remedy it immediately.

There are a few ways to handle this. You can create a removal order for the ASIN. If comments indicate the product was damaged because of improper internal packaging is defective or doesn’t work as advertised, you should remove or dispose the inventory and send and replenishment. Another method is to edit the product detail page.

If comments indicate that the information on the product detail page is confusing to customers, some common problems include incorrect information or poor quality images. And lastly, you can always re-list your product. If you don’t think customer comments indicate any real issues with your product or offer.

You can re-list your item without contacting Amazon. However, you should always address the issues that are causing negative customer experiences so that you can avoid any future problems or further undesirable comment.