成熟的运营日常工作-拆解

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2021-01-24 00:13:03

本篇整理了差评的专题内容，希望可以帮助卖家更好的处理此问题。

卖家等级

1、卖家使用5星系统来反馈等级：

好评（Positive Feedback）：5星或4星

中评（Neutral Feedback）：3星

差评（Negative Fssdback）：2星或1星

2、亚马逊采用以下公式计算卖家的反馈评分：

公式：反馈评分=好评总数/评价总数

备注：评价总数是按照最好30、90、365天或一直以来累积的计算。

例如，假设下面是某卖家各层次的评级分数

好评总数（5星+4星）=90

评价总数（1星到5星累加）=100

反馈评分=好评总数/评价总数=90.0%

遇到亚马逊差评如何回复客户？

1.道歉并对客户的不满评论表示理解以及慰问

2.礼貌且专业的询问客户不满之处以及产品的不足

3.表达乐意帮助、解决客户问题：如换货、退款

4.衷心的感谢以及突出客户评论对自己的重要性，装可怜，夸赞记得！不管买家留下好评跟差评！首先先表明对对方愿意花时间写下 Reviews 致谢（礼貌要有礼貌！有时后你愿意提供免费商品给他，她还会跟 Amazon 检举你．．）
之后再开始表明对于 Reviews 差评的歉意与具体改善的方法（如真诚地道歉、提供退款），之后就是展现客服的诚意，让对方了解他的意见是被认真重视的，给予顾客被尊重的感觉。（以下为参考模板），比较重要的是，千万不可以跟买家协商：退款给您，但是请您留好评，这样的字句在。

删除差评联系模板一

Dear [名字],

Thank you for purchasing with us.I would like to personally apologize for your experience with our [PRODUCT].We strive to offer the 100% satisfaction for all our customers and will dowhatever it takes to make you happy.

We would be happy to send you a replacement or issue you a full refund.Please contact us directly at [YOUR EMAIL] to resolve this issue for you.Thank you for giving us the opportunity to make this rightSincerely,[YOUR NAME]

删除差评联系模板二

We are the newly established small business, we contribute to provide the best service and upgrade our product all the time. Customer's review has a direct impact to our business. I hope you can change or cancel your assessment for us , because your assessment is very important to us. Hope you can understand.We are not US seller, we sell>you can contact us at any time for any issue.

删除差评联系模板三

Dear [名字]

I see you ordered a XXX from our store, from your review, I understand that you are not satisfied with the product, I'm really sorry for that.

As a reliable seller>excellent service to our customers. So when I see your review, I feel very sad.Here I contact you want to do something to make up for you. Our company policy is 100% refund for any unsatisfactory order or customer, so if you agree, we'd like to give you a full refund for it, do hope this shopping experience don't make you too much uneasy feeling.

As a new seller, we respect every customer with thanking, we cherish every review, and do hopeyou can re-consider and help to update the review to 4 or 5 stars at your convenience, is that ok?

We also will update the product description about the size clearly.Look forward to your reply.With best regards,

删除差评联系模板四

Dear [名字],

We noticed that you just left us a review. We are terribly sorry that you are not100% satisfied with your purchase May I ask if there is anything wrong?Please simply write back and let us know how we can help. I personally promisethat I will respond as soon as possible and that we will do our best to make sureyou are 5 out 5 stars happy with our products and service.

Your review is veryimportant to us. Hope you can understand and give us a chance to do it rightand make up for you :)

Thank you again for your understanding and continuous support.Have a good day! Support Team

删除差评联系模板五

Dear xxx,

Good day.

We are so sorry to see the negative review without receiving any emails from you. So sorry for that our usb endoscope not able to meet your requirements, please accept our sincere apology.We have keep it and feedback it to our Research and Development department, and we will progress it>By the way, we would like to issue full refund for your order. Is it possible for you to update your review, it will help us a lot for a small Amaozn seller.

Thanks a lot. Awaiting for your reply.Wish you a amazing day!Best Regards,

如果买家愿意删除差评，可以让他按照以下步骤操作（以美国站为例）

登陆亚马逊官网  在右上方点击You Account。选择Your Orders。下拉右边的日期范围选择订单日期，然后点击GO。找到订单位置，在左侧Order Placed日期下点击View Order Details查看订单详情。页面拉到Your Seller Feedback，点击Remove。选择一个移除评价的原因，点击Remove Feedback移除评价。

备注：买家将有90天评价期限和60天的移除期限。如果评论旁边没有Remove(删除)按钮，说明60天移除期已过。

如果是竞争对手的恶意差评

有这几点常规处理方法

1）尽快整理并提供各种证据：采购订单、发票，以及品牌授权佐证文件，证明产品是正品，不是假货仿货；

2）向亚马逊卖家平台开case或直接用邮件进行申诉，并举报。集中的、连续性被差评，可以向亚马还说明是竞争对手的恶意打击，请亚马逊提供帮助；

3）亚马逊受理后，通常会根据这些竞争对手的历史购物记录，IP信息，购物路径，过往的Review等信息来进行判断，卖家要向亚马逊说明你的Listing因此所导致的损失等等，并注意加紧跟进处理过程，以期亚马逊加快处理进度；

4）需要尽快增加订单、好评Review，多点击一些5星的helpful等等，尽力将损失降到最低。

总之当一款产品差评不断的时候，除了采取快速措施删除差评，我们更应该考虑的是这款产品值不值得做，要怎么改良，评论维护成本是否过高，找到差评的根源。

我们建了一个亚马逊卖家交流群，里面不乏很多大卖家。

现在扫码回复“ 加群 ”，拉你进群。

目前30万+人已关注加入我们

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成熟的运营日常工作-拆解

遇到亚马逊差评如何回复客户？

我们建了一个亚马逊卖家交流群，里面不乏很多大卖家。

现在扫码回复“ 加群 ”，拉你进群。

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