亚马逊产品遇到差评怎么办?

首先，我们需要分析为什么会来差评？

差评分为“恶意差评”和“正常差评”

正常差评：

我们可以通过后台的退货报告（下载路径：后台-数据报告-退货报告）和产品的差评联系起来分析，是与描述不一致，存在瑕疵，部分缺失，质量未达到期望，不兼容。

我们可以尝试跟买家沟通，用诚意打动，提出赔偿方案。

第一封邮件建立联系，解决问题。

适用于大部分情况的模板

Dear ___,

This is ___ from ___ customer service.I'm so sorry that we screwed up your order of the ___. I wanted to let you know that I really appreciate you giving us an opportunity to make things right.I'd like to make a full refund or replacement for you (at our expense). Please let me know if it meets your expectations.

Thank you again for your time and your patience!

Sincerely,

XXX

适用于买家误解的模板

Dear ___,

I'm sorry you didn't get what you were looking for.You expected ___, but received ___ instead. If I were in your situation, I'd be pretty upset too.

Here’s how we plan on making things right:

1....................

2....................

3....................

Also, I'd like to compensate you for your inconvenience.

Looking forward to your reply.

Sincerely,

XXX

适用于产品存在小缺陷，买家通情达理

Dear ___,

I really appreciate you taking the time to let us know our mistakes. Here’s a short summary of the changes we’ve made based on your feedback.

1...........

2...........

3...........

Thanks for giving us the chance to turn things around. Can we make this up to you (at our expense)?

Sincerely,

XXX

第二封邮件请求改评价

Hi, ____

We have ____(你完成的补偿措施)

Thanks for being patient with us and I really appreciate it.If you feel comfortable, would you mind sharing an update on your experience? It would give other customers some much-needed peace of mind.

Sincerely,

XXX

如果是恶意差评，也可以申请亚马逊移除亚马逊remove属于概率的问题1. 直接在后台review路径开case申请2. 写邮件给以下邮箱

• review-appeals@amazon.com

• community-help@amazon.com

• seller-performance@amazon.com

写邮件细节不要说买家留评不合理。因为你会发现，即使他骂你的产品是垃圾，亚马逊也会回复评论没有违反review政策。正确的做法是引导到同行恶意留评, 暗示亚马逊移除。

邮件模板

Dear Amazon,

I'm writing to report that somebody is abusing the review system and keeping leaving negative reviews on my listing. 描述经过

As a result, my sales have been dropping off badly, which is less than xx units per day now. However, the average sales were xx units per day before the review abuse.

描述损失。如果销量不多，这里就换成百分比，显得多一点

According to the review abuse, not only my business is under high risk of being destroyed, but it also sets an example to this person that it is an easy way to beat competitors without punishment.If things go on like this, fewer and fewer sellers will follow amazon's policies. The fair and honest shopping environment we have ever built together will completely be destroyed 暗示会给你和亚马逊带来的危害

Evidence of the review abuse

Reviewer's Profile link:

Review:

Review Link:列举所有的差评信息

So far, I have received xx unusual negative reviews continually in a short time. You shouldn't stand by while the review is abused. It is bad for my business, bad for Amazon, and what is worse, bad for customer experience再次强调会给自己，亚马逊和买家带来的不好影响

Please remove the negative reviews before I receive more.Looking forward to your reply.

Sincerely,

xxx