經(jīng)常有賣(mài)家詢問(wèn)，收到差評(píng)后，發(fā)了很多郵件給客戶，客戶要么不回應(yīng)，要么是接受退款，但退款后再聯(lián)系客戶改差評(píng)時(shí)，客戶卻再也不回復(fù)了，面對(duì)這種情況該怎么辦呢?

對(duì)于改差評(píng)這件事，我們需要明白幾個(gè)度

第一，亞馬遜平臺(tái)是禁止賣(mài)家威脅或者利誘客戶修改評(píng)價(jià)的，以退款作為條件修改差評(píng)，這是屬于利誘的一種;

第二，亞馬遜平臺(tái)是嚴(yán)禁賣(mài)家為評(píng)價(jià)或其他事項(xiàng)頻繁騷擾客戶的，如果客戶沒(méi)有回應(yīng)，而你又持之以恒的每天一封郵件的發(fā)給客戶跟催，一旦被客戶投訴到平臺(tái)，將可能面臨著平臺(tái)嚴(yán)厲的處罰，嚴(yán)重者可能直接導(dǎo)致賬號(hào)被封;

第三，亞馬遜平臺(tái)上客戶留評(píng)價(jià)率非常低，一般留了差評(píng)的顧客，除了極少數(shù)惡意留評(píng)的之外，要么是被你的產(chǎn)品和服務(wù)氣壞了，要么是這人本來(lái)就是一根筋，所以你在聯(lián)系客戶前首先要想明白該如何和這類人溝通，這個(gè)非常重要。

理解了處理差評(píng)時(shí)的基本原則，我們?cè)賮?lái)看一個(gè)實(shí)際的案例，看看這個(gè)賣(mài)家在實(shí)際處理中有哪些無(wú)效的處理方式。

客戶留了一個(gè)一星的評(píng)價(jià)，評(píng)價(jià)內(nèi)容如下：

Doesn't work for my dogs---waste of money. Had to spend lots of $$ for a containment System!

希望能夠協(xié)商修改評(píng)價(jià)，賣(mài)家發(fā)給客戶的第一封如下：

Dear XXX,

Good day .

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

Could you please try to flow the step?

1. Call or train dog to stop barking. Change frequencies since different dogs respond to different frequencies.

2. Teach dog commands and let him learn basic hand movements while whistling different times for each command.

3. Control dog whenever he gets out of line and make it listen and obey.

4. A cover that goes over the whistle so that it is not exposed and protected at all times.

If the item still Doesn't work for your dogs, please contact us, we will full refund you .

然后，客戶回復(fù)：

Please refund. Thank You!

然后，賣(mài)家回復(fù)客戶如下：

Dear XXX ,

This item is Fulfilled by Amazon, you can apply to refund, Amazon will full refund you .

We are sorry to bring you any inconvenience, If it is convenient to you, could you please kindly update your review, which will be a big motive to us and to our hard work as well as service.

Looking forward to hear from you.

然后呢?就沒(méi)有然后了。

差評(píng)依然沒(méi)有修改過(guò)來(lái)，客戶也依然沒(méi)有收到退款，賣(mài)家覺(jué)得很委屈：我已經(jīng)聯(lián)系客戶了呀!可是，很多時(shí)候，如果方法不得當(dāng)，看似勤奮的付出也往往只是無(wú)用功。

先放開(kāi)這個(gè)案例不談，我們來(lái)看看在收到客戶差評(píng)后我們聯(lián)系客戶的邏輯。

之所以要聯(lián)系客戶，表面上是為了給客戶提供滿意的購(gòu)物體驗(yàn)，實(shí)際上是為了借客戶之手消除差評(píng)，而同時(shí)呢，還不能違反平臺(tái)規(guī)則，所以，賣(mài)家需要基于以上幾點(diǎn)的考慮來(lái)起草郵件，面子、里子和規(guī)則，缺一不可。

面子的層面上，需要對(duì)客戶表示道歉：看到你的評(píng)價(jià)，知道你對(duì)我們的產(chǎn)品或者服務(wù)不滿意，我們感覺(jué)到非常抱歉，作為一個(gè)專業(yè)的負(fù)責(zé)任的賣(mài)家，我們希望為每一位顧客提供100%滿意的產(chǎn)品和服務(wù)，所以，我現(xiàn)在聯(lián)系你，希望能夠做出一些補(bǔ)救措施。對(duì)于我們團(tuán)隊(duì)來(lái)說(shuō)，我們?cè)敢鉃轭櫩偷牟粷M意提供100%無(wú)條件的退款，如此等等。

里子上呢?退款的目的是為了讓客戶改差評(píng)，但考慮到平臺(tái)規(guī)則，又不能赤裸裸的說(shuō)“我給你退款，你給我改差評(píng)，好不好?”所以，在郵件中，需要對(duì)要求客戶改差評(píng)這件事做一個(gè)委婉的表達(dá)，接著上一段的郵件內(nèi)容：所以，對(duì)于你的這次不滿意的購(gòu)物經(jīng)歷，我們?cè)敢饨o你提供全額退款，但希望你在收到退款后，結(jié)合新的體驗(yàn)，更新一下你的評(píng)價(jià)，好嗎?

注意，上面的一句話一定要連接在一起，一氣呵成，中間是逗號(hào)，最后才是問(wèn)號(hào)。而且，郵件中的更新評(píng)價(jià)是用Update，而不是用Change或者Remove。Update是一個(gè)中性的詞，符合平臺(tái)的規(guī)則，但客戶能夠從你的郵件中讀出你所謂的update就是“把現(xiàn)在的差評(píng)改成好評(píng)”，而后一句“結(jié)合新的體驗(yàn)，更新一下你的評(píng)價(jià)”同樣不違背平臺(tái)規(guī)則，最后的問(wèn)好是對(duì)前邊兩個(gè)句子的同時(shí)提問(wèn)，如果客戶回復(fù)OK，則意味著客戶同時(shí)接受了退款和改差評(píng)兩個(gè)條件，如果后續(xù)客戶收到退款后不再回應(yīng)也不幫你修改評(píng)價(jià)，你至少還可以多一個(gè)向亞馬遜平臺(tái)申訴的機(jī)會(huì)：客戶同意在收到退款后幫我們update評(píng)價(jià)，對(duì)于這種不守信用的用戶，建議亞馬遜做出公平的處理，等等等等，至少可以給自己留一手牌。

當(dāng)然，即便以上的郵件，客戶也未必會(huì)真的幫你修改了評(píng)價(jià)，但相比較而言，這樣的郵件勝算的概率肯定是要大于無(wú)頭蒼蠅般胡亂寫(xiě)來(lái)得有效了。

最后，點(diǎn)評(píng)一下文中案例的郵件。當(dāng)客戶不滿意時(shí)，不需要過(guò)多的辯解，也不需要過(guò)多的做技術(shù)層面上的解釋，難道你還真的指望能夠教會(huì)一個(gè)不滿意的客戶?更何況還不確定客戶的不滿意是不是你產(chǎn)品本身確實(shí)有問(wèn)題呢。但上面的郵件中，賣(mài)家顯然忽略了這一點(diǎn)，做了過(guò)多的解釋。而當(dāng)客戶同意退款后，賣(mài)家其實(shí)是可以直接點(diǎn)擊退款了事的，卻把退款的事又推到平臺(tái)層面上--你可以直接申請(qǐng)退款，如果客戶不是申請(qǐng)退款而是開(kāi)啟A-to-Z呢?那賣(mài)家豈不是把自己一步步推到一個(gè)更糟糕的境地?

所以，任何時(shí)候，再聯(lián)系客戶的過(guò)程中，一定要明白自己的關(guān)切點(diǎn)和客戶的需求點(diǎn)，以客戶的需求點(diǎn)為餌，把自己的關(guān)切點(diǎn)融入進(jìn)去，從而形成客戶需求點(diǎn)和自己關(guān)切點(diǎn)一致，此時(shí)才能做到解決問(wèn)題于無(wú)形之中。

否則，看似很努力，其實(shí)都是無(wú)用功。 查看全部

1）付款階段?

1,A,買(mǎi)家未付款催單技巧：(Awaiting Payment)?

Dear valued Customer,?

Thank you for your order, We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us.Thank you!?

Seller ID?

B,款項(xiàng)正在審核階段(Pending payment verification)?

Dear Valued Customer,?

Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us.?
Thank you !?

Seller ID?

2）訂單付完款后，發(fā)貨前?

2,買(mǎi)家下完單，但是缺貨斷貨，可推薦其他產(chǎn)品或者同意退款,詢問(wèn)買(mǎi)家意見(jiàn)?

Dear Valued Customer,?

Thank you for your order. The item(s) you ordered is currently out of stock, however, you can select an item(s) of equal value to your order, or request a refund. Please let us know which you prefer.?
We look forwarding to hearing from you soon.?
Thank you.?

Seller ID?

3）買(mǎi)家所在的國(guó)家地址較偏遠(yuǎn)，不能包郵，建議買(mǎi)家補(bǔ)運(yùn)費(fèi)?

Dear Valued Customer,?

Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金額), or you can request a full refund.?
We are sorry for any inconvenience this may have caused. Please let us know which you prefer.?
Thank you.?

Seller ID?

4）買(mǎi)家選擇的是DHL發(fā)貨，但是賣(mài)家只能用E-郵寶或者小包發(fā)貨，詢問(wèn)買(mǎi)家是否愿意接受？?

Dear Valued Customer,?

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL（四大快遞) at this point. We can only ship your item(s) via E-packet （或者其他的貨運(yùn)方式）which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the E-packet shipping method.?
We look forward to hearing from you soon.?
Thank you.?

Seller ID?

5）賣(mài)家不能正常發(fā)貨（例如春節(jié)長(zhǎng)假），請(qǐng)買(mǎi)家同意延長(zhǎng)備貨期?

Dear Valued Customer,?

Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive at the expected time frame. We plan to extend the lead time, would you please accept it??
Thank you for your understanding and patience.?

Seller ID?

3 發(fā)貨后?

6）賣(mài)家發(fā)貨了，告知買(mǎi)家發(fā)貨方式和查詢網(wǎng)址?

Dear customer,?

Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com for updates.?
Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us.?
Thank you.?

Seller ID?

7）貨物被物流公司丟失，詢問(wèn)買(mǎi)家是否同意重新發(fā)貨？?

Dear Valued Customer,?

Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. At this point we would like to offer you two options, we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused?
Thank you.?

SellerID?

8）貨物正常在途，請(qǐng)買(mǎi)家等待?

Dear Valued Customer,?

Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com. Your package is on route and will take between 5-25 days to be delivered.?
Best Regards!?

Seller ID?

9）貨物到達(dá)買(mǎi)家海關(guān)，請(qǐng)買(mǎi)家去清關(guān)（確認(rèn)買(mǎi)家需要交關(guān)稅的情況）?

Dear Valued Customer,?

Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay.?
If you have any questions, please feel free to contact us directly and we will be glad to assist you.?
Thank you.?

Seller ID?

10）貨物妥投，但是妥投的具體地址和簽收人不一致,請(qǐng)買(mǎi)家再次核實(shí)?

Dear Valued Customer,?

Your package was delivered to the address that you have provided, here is the shipping receipt (附上發(fā)貨底單給買(mǎi)家). Please check with your local post office, or any family member or neighbor who might have signed for your package.?
If you have not yet received your package, please feel free to contact us directly. Thank you.?

Seller ID?

11）官網(wǎng)查詢買(mǎi)家已簽收包裹，提醒買(mǎi)家確認(rèn)收貨并留好評(píng)?

Dear Valued customer,?

We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can provide us with a positive feedback.?
If you have any questions, please feel free to contact us.?
Thank you!?

Seller ID?

4 買(mǎi)家開(kāi)啟糾紛（包括普通糾紛和平臺(tái)糾紛）?

12）買(mǎi)家投訴貨物與描述不符，詢問(wèn)具體原因和請(qǐng)買(mǎi)家提供證據(jù)?

Dear Valued Customer,?

We have received your dispute messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time.?

Seller ID?

13）買(mǎi)家投訴部分收到貨物，詢問(wèn)具體收到的數(shù)量，考慮補(bǔ)發(fā)?

Dear Valued Customer,?

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send it to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution.?
Thank you for your time.?

Seller ID?

14）買(mǎi)家將糾紛升級(jí)到平臺(tái),繼續(xù)跟買(mǎi)家溝通?

Dear Valued Customer,?

We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution.?
We look forward to hearing from you soon.?
Thank you,?

Seller ID?

15）糾紛升級(jí)到平臺(tái)，等待平臺(tái)糾紛專員裁決期間，仍爭(zhēng)取跟買(mǎi)家溝通?

Dear Valued Customer,?

Regarding your order (no: XXXXX), we are aware that you have escalated the case to DHgate. We would be grateful if you could give us a chance to help you resolve this matter personally.?
Could you please propose a solution to the current problem you are having??
We look forward to hearing from you soon.?
Thank you,?

Seller ID?

16）如果買(mǎi)家收到的貨確實(shí)貨不對(duì)版或者質(zhì)量問(wèn)題，也提供了證據(jù)給您，詢問(wèn)買(mǎi)家的方案?

Dear Valued Customer,?

Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible.?
(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具體金額可視具體的情況).?
(b) You can return all the items to us, and we can then provide you with a replacement of your items or a full refund.?

Please let us know which option you would prefer.?
Thank you!?

Seller ID?

17）如果買(mǎi)家接受了部分退款，保留貨物的意見(jiàn)，告知會(huì)同意部分退款或者找客服幫忙?

Dear Valued Customer,?

Thank you for your response, you have accept the partial refund US $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “seller partial refund $xx, buyer no need to return”.?
Once we clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us.?
Thank you?

Seller ID?

18）如果買(mǎi)家就是不喜歡收到的貨（自身原因），堅(jiān)持就要退貨，可告知買(mǎi)家風(fēng)險(xiǎn)?

Dear Valued Customer,?

We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund.?
Please note that you will have to pay the shipping fee for returning the item(s).?
Below is our return shipping address:?
(詳細(xì)英文退貨地址：包括收件人姓名，電話，郵編，買(mǎi)家需要選擇的貨運(yùn)方式和申報(bào)價(jià)格等)?
Contact name:?
shipping address:?
Zip Code:?
Tel: (required)?
Kind reminder:?
Returned goods must remain intact and in perfect condition
Remember to mark "Order No." and “Returned Goods" on the parcel.?

Please let me know the shipment tracking number once you have shipped the package.?
Thank you,?

Seller ID?

19）同意買(mǎi)家退貨，詢問(wèn)買(mǎi)家退貨進(jìn)度?

Dear Valued Customer,?

We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods.?
We look forward to hearing from you soon.?
Thank you!?

Seller ID?

20）收到買(mǎi)家的退貨，同意退款給買(mǎi)家，希望下次可以再合作?

Dear Valued Customer,?

We have received your item(s) and will now proceed to inform DHgate to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order. Best Regards!?

Seller ID

希望可以為我點(diǎn)贊哦，謝謝大家！
? 查看全部

A-to-z Guarantee claims(ATZ) Claim Status
先說(shuō)說(shuō)提出索賠的時(shí)間范圍
? 買(mǎi)家可早于預(yù)計(jì)最遲送達(dá)日期3個(gè)日歷日或在訂單日期后30天內(nèi)提索賠
? 從預(yù)計(jì)最遲送達(dá)日期算起，買(mǎi)家有 90 天時(shí)間提出索賠

Claim Status:

1認(rèn)可索賠 賣(mài)家提供資金Claim Granted Amazon Funded

得到這種情況一般多存在于新手。申述回復(fù)之后幾天最容易碰見(jiàn)的，沒(méi)理由或者理由不充分，又或者直接不處理7天之后亞馬遜自動(dòng)判決的結(jié)果。

2認(rèn)可索賠 亞馬遜提供資金Claim Granted Amazon Funded

說(shuō)明賣(mài)家已經(jīng)掌握了一些申述技巧。有理由的情況下，比如貨物已經(jīng)投遞成功了買(mǎi)家說(shuō)沒(méi)收到，或者針對(duì)買(mǎi)家給亞馬遜的話來(lái)攻破。就跟處理差評(píng)樣，針對(duì)不合理的或者邏輯混亂的點(diǎn)陳述非常有效。

但貨質(zhì)量并不是很好的情況，難免理由不充分了。所以講一個(gè)例子參考：收到ATZ之后，你應(yīng)該淡定，對(duì)不對(duì)，不就一個(gè)ATZ嘛。首先要跟賣(mài)家發(fā)郵件，但不要立馬發(fā)，因?yàn)閯傞_(kāi)不久賣(mài)家火很大。隔1天的樣子，火氣消了點(diǎn)，態(tài)度好點(diǎn)跟買(mǎi)家說(shuō)這件事其實(shí)有更好的處理方法，請(qǐng)他先撤銷，如果能，當(dāng)然好，但一般是然并卵。但這點(diǎn)很重要，讓亞馬遜看到了你是在跟賣(mài)家有效溝通，看到了你的態(tài)度。第三天你再發(fā)第二封郵件，說(shuō)你是希望與他一起處理這個(gè)問(wèn)題，能不能拍一些產(chǎn)品圖片以及說(shuō)明更多細(xì)節(jié)。OK，第三步馬上開(kāi)始申述，說(shuō)一下事情經(jīng)過(guò)，你積極與買(mǎi)家溝通并且提出了解決方案，想得到更多產(chǎn)品質(zhì)量細(xì)節(jié)買(mǎi)家甚至不能提供一張圖片，希望亞馬遜能給出一個(gè)公平結(jié)果。
處理結(jié)果幾天內(nèi)就完成。如果你是亞馬遜ATZ處理小組的人看到這個(gè)投訴會(huì)怎么想？賣(mài)家態(tài)度非常積極，合情合理，對(duì)比買(mǎi)家理由：亞馬遜請(qǐng)相信我，這個(gè)逗逼絕比賣(mài)假貨，如果能給-星，我會(huì)給-5星！等等 然并卵
考慮雙方感受，認(rèn)可索賠 亞馬遜提供資金.

3訂單已退款 Order Refunded

這種是你直接退款省去麻煩，但是個(gè)人來(lái)說(shuō)并不推薦，因?yàn)槎歼@樣的話，就承認(rèn)了你質(zhì)量差賣(mài)假貨等等，多次這樣操作不等于亞馬遜給你店鋪打了個(gè)大問(wèn)號(hào)嗎。嘗試撤銷處理或者讓亞馬遜分不清鍋?zhàn)约嘿r。這樣不管結(jié)果如何，你也學(xué)到了處理ATZ的經(jīng)驗(yàn)。

4 索賠已被拒絕 Claim Closed

買(mǎi)家就是逗逼，提一些毫無(wú)理由的投訴。如不相信自己退貨后賣(mài)家會(huì)退款，不接受退貨想直接得到付款等等。

5索賠已被撤銷 Claim Withdrawm

經(jīng)過(guò)有效溝通，撤銷了投訴。但分2種，一種是在索賠開(kāi)啟后還沒(méi)結(jié)束前，一種是已經(jīng)索賠后的事了，但比較少，比如開(kāi)啟投訴原因是沒(méi)收到貨，但索賠結(jié)束很多天后這個(gè)逗逼說(shuō)鄰居代收了感謝您。
索賠解決之前買(mǎi)家撤銷索賠方法：
? Go to Your Orders
? Locate your order in the list and click Order Details.
? If the order has already shipped, click Withdraw claim under Problem with this order? on the order summary page.
? Follow the prompts to explain the withdrawal and click Withdraw claim to complete the request.

如果是索賠已經(jīng)過(guò)去，撤銷方法：
必須聯(lián)系 claim-delivery-confirmation@amazon.com 并提供訂單編號(hào)，而且必須允許亞馬遜向其信用卡重新扣除訂單款項(xiàng)。

6 訂單取消Order Cancelled 賣(mài)家自行取消訂單別以為只扣一百分沒(méi)事了，說(shuō)不定一個(gè)買(mǎi)家下訂單買(mǎi)條褲子后就去旅游了，回來(lái)后想穿發(fā)現(xiàn)取消訂單了。（老子褲子都脫了你給我看這個(gè)？

7 在審核中 顧名思義還沒(méi)處理完。

這里特別注意，千萬(wàn)不能在索賠里面隨便亂寫(xiě)，寧愿退款。最最恐怖的一個(gè)例子，員工有事請(qǐng)假了，老板看到一個(gè)ATZ，咦這是什么，居然說(shuō)我產(chǎn)品有問(wèn)題！申述理由：簡(jiǎn)單幾個(gè)單詞，還是拼寫(xiě)錯(cuò)誤的。導(dǎo)致這個(gè)ATZ審核長(zhǎng)達(dá)半個(gè)多月，亞馬遜審核看不懂，員工回來(lái)也傻了，最終結(jié)果是賬戶停售。

這里就會(huì)有人問(wèn)了分?jǐn)?shù)能恢復(fù)嗎？你去問(wèn)客服得到的答案肯定說(shuō)不行。所以特地分享一個(gè)成功方法，撤銷或者拒絕索賠又亞馬遜提供資金這種,你理由比較充分態(tài)度好的情況下，還是有機(jī)會(huì)恢復(fù)分?jǐn)?shù)的。但要給亞馬遜專門(mén)處理投訴的郵箱寫(xiě)信，寫(xiě)的就跟你帳號(hào)被停權(quán)銷售那樣的態(tài)度，你的處理方案，接來(lái)下的計(jì)劃1234點(diǎn)什么的。
郵箱：seller-guarantee@amazon.com

TIP:不管怎么應(yīng)對(duì),都沒(méi)不要讓投訴發(fā)生的好（做好產(chǎn)品和售后）。 查看全部