亞馬遜刪差評(píng)方法匯總（附模板）

本篇整理了差評(píng)的專(zhuān)題內(nèi)容，希望可以幫助賣(mài)家更好的處理此問(wèn)題。

賣(mài)家等級(jí)

1、賣(mài)家使用5星系統(tǒng)來(lái)反饋等級(jí)：

好評(píng)（Positive Feedback）：5星或4星

中評(píng)（Neutral Feedback）：3星

差評(píng)（Negative Fssdback）：2星或1星

2、亞馬遜采用以下公式計(jì)算賣(mài)家的反饋評(píng)分：

公式：反饋評(píng)分=好評(píng)總數(shù)/評(píng)價(jià)總數(shù)

備注：評(píng)價(jià)總數(shù)是按照最好30、90、365天或一直以來(lái)累積的計(jì)算。

例如，假設(shè)下面是某賣(mài)家各層次的評(píng)級(jí)分?jǐn)?shù)

好評(píng)總數(shù)（5星+4星）=90

評(píng)價(jià)總數(shù)（1星到5星累加）=100

反饋評(píng)分=好評(píng)總數(shù)/評(píng)價(jià)總數(shù)=90.0%

遇到亞馬遜差評(píng)如何回復(fù)客戶(hù)？

1.道歉并對(duì)客戶(hù)的不滿(mǎn)評(píng)論表示理解以及慰問(wèn)

2.禮貌且專(zhuān)業(yè)的詢(xún)問(wèn)客戶(hù)不滿(mǎn)之處以及產(chǎn)品的不足

3.表達(dá)樂(lè)意幫助、解決客戶(hù)問(wèn)題：如換貨、退款

4.衷心的感謝以及突出客戶(hù)評(píng)論對(duì)自己的重要性，裝可憐，夸贊記得！不管買(mǎi)家留下好評(píng)跟差評(píng)！首先先表明對(duì)對(duì)方愿意花時(shí)間寫(xiě)下 Reviews 致謝（禮貌要有禮貌！有時(shí)后你愿意提供免費(fèi)商品給他，她還會(huì)跟 Amazon 檢舉你．．）

之后再開(kāi)始表明對(duì)于 Reviews 差評(píng)的歉意與具體改善的方法（如真誠(chéng)地道歉、提供退款），之后就是展現(xiàn)客服的誠(chéng)意，讓對(duì)方了解他的意見(jiàn)是被認(rèn)真重視的，給予顧客被尊重的感覺(jué)。

（以下為參考模板），比較重要的是，千萬(wàn)不可以跟買(mǎi)家協(xié)商：退款給您，但是請(qǐng)您留好評(píng)，這樣的字句在。

刪除差評(píng)聯(lián)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 right.sincerely,[YOUR NAME]

刪除差評(píng)聯(lián)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.

刪除差評(píng)聯(lián)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,

刪除差評(píng)聯(lián)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

刪除差評(píng)聯(lián)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,

如果買(mǎi)家愿意刪除差評(píng)，可以讓他按照以下步驟操作（以美國(guó)站為例）

登陸亞馬遜官網(wǎng) 在右上方點(diǎn)擊You Account。選擇Your Orders。下拉右邊的日期范圍選擇訂單日期，然后點(diǎn)擊GO。找到訂單位置，在左側(cè)Order Placed日期下點(diǎn)擊View Order Details查看訂單詳情。頁(yè)面拉到Y(jié)our Seller Feedback，點(diǎn)擊Remove。選擇一個(gè)移除評(píng)價(jià)的原因，點(diǎn)擊Remove Feedback移除評(píng)價(jià)。

備注：買(mǎi)家將有90天評(píng)價(jià)期限和60天的移除期限。如果評(píng)論旁邊沒(méi)有Remove(刪除)按鈕，說(shuō)明60天移除期已過(guò)。

如果是競(jìng)爭(zhēng)對(duì)手的惡意差評(píng)

有這幾點(diǎn)常規(guī)處理方法

1）盡快整理并提供各種證據(jù)：采購(gòu)訂單、發(fā)票，以及品牌授權(quán)佐證文件，證明產(chǎn)品是正品，不是假貨仿貨；

2）向亞馬遜賣(mài)家平臺(tái)開(kāi)case或直接用郵件進(jìn)行申訴，并舉報(bào)。集中的、連續(xù)性被差評(píng)，可以向亞馬還說(shuō)明是競(jìng)爭(zhēng)對(duì)手的惡意打擊，請(qǐng)亞馬遜提供幫助；

3）亞馬遜受理后，通常會(huì)根據(jù)這些競(jìng)爭(zhēng)對(duì)手的歷史購(gòu)物記錄，IP信息，購(gòu)物路徑，過(guò)往的Review等信息來(lái)進(jìn)行判斷，賣(mài)家要向亞馬遜說(shuō)明你的Listing因此所導(dǎo)致的損失等等，并注意加緊跟進(jìn)處理過(guò)程，以期亞馬遜加快處理進(jìn)度；

4）需要盡快增加訂單、好評(píng)Review，多點(diǎn)擊一些5星的helpful等等，盡力將損失降到最低。

總之當(dāng)一款產(chǎn)品差評(píng)不斷的時(shí)候，除了采取快速措施刪除差評(píng)，我們更應(yīng)該考慮的是這款產(chǎn)品值不值得做，要怎么改良，評(píng)論維護(hù)成本是否過(guò)高，找到差評(píng)的根源。（來(lái)源：站外速推）

以上內(nèi)容屬作者個(gè)人觀點(diǎn)，不代表雨果跨境立場(chǎng)！本文經(jīng)原作者授權(quán)轉(zhuǎn)載，轉(zhuǎn)載需經(jīng)原作者授權(quán)同意。

（來(lái)源：站外速推）