外贸跨境电商亚马逊卖家运营负责人看过来：汇总客服去差评技巧及英文模板

客服回复主题

1.应该在 QA 问（有 vp 或者没有 vp 都可以尝试，比如买家问这个产品有没有某个功能的。）

Dear Amazon

This review regards to asking the functions about the product,maybe the buyer does not know where to ask about it

He should ask in ""QA""or email to the seller,not leaving a bad review here for us,so it is very fair

for we seller

Please investigate it, and help us to remove it. Thank you

2.很满意，但是给差评（如果买家留 1 星 2 星，可以去掉，但是 3 星很难去掉）

Dear amazon

This is review, we though that the buyer left with wrong star

""Qualità prezzo ok

Carino. Il tuch é buono e la sincronizzazione di rubrica messaggi e notifiche é veloce, una volta che si è scaricata l app

Buon prodotto. Consegna perfetta""

The content of this review,all aspects are positive,but he left us with only 3 star,

Maybe the buyer is too excited to click with the wrong star by accidentally.

Please investigate it and help us to remove it.

Thank you

3.收到产品是裂的（亚马逊配送，你可以适当在邮件说产品，包装坏得很严重，是亚马逊的 责任）

Dear amazon

This is review,the buyer said that she received the Scratches one,and the package was broken,so

we though the package was damaged when amazon ship it.

Cause the package was shipped by amazon,so amazon will be responsible for it.

We checked all of our products very carefully before shipping to amazon warehouse,so the

product is good when we shipped it.

Please investigate it and help us to remove it. Thank you

4.二手货Dear amazon

This is review,the buyer said that she received the Scratches and the used one,and the package was broken,so we though the package was damaged when amazon ship it.

And the item must be the returned product by other buyer,Amazon did not check the returned

item carefully,and put the returned item to the sellable warehouse.

So this buyer received an used product.

Cause the package was shipped by amazon,so amazon will be responsible for it.

We checked all of our products very carefully before we shipped the products to amazon

warehouse,so the product is good when we ship it.

Please investigate it and help us to remove it. Thank you

5.差评带有侮辱性的语言

The comment includes obscene language, please remove it, thank you.

Dear Amazon Team

The customer review includes obscene language. Every buyers have the right to review product, but i don't think that he should use foul language, it can't meet the guideline of the review policy from amazon

The content of review: "只截取脏话部分"

Please investigate it and help us to remove it.

Thank you

Best Regards

6.没有 vp（比较难去，可以尝试）

Dear Amazon Team

I found all orders and can't find this order, the reviewer never buy it and use the product, this is a malicious comment, please help me remove it. Thank you in advance.

Best Regards

7.不会使用的（如 331 不会启动）

Dear Amazon

This review regards to asking the functions about the product,maybe the buyer does not know where to ask about it

He should ask in "QA"or email to the seller,not leaving a bad review here for us,so it is very unfair

for we seller.

Please investigate it, and help us to remove it.

Thank you

8.留评错的差评 （这个情况较少见，他在我们店铺和其他卖家那里留内容一模一样的差评，但我们没有vp，其他卖家那里有 vp）

Dear amazon

This is review,we though that the buyer left in the wrong link.

The 2 reviewers for the 2 links are all the same,

The buyer left the review in our product link,there is no ""Acquisto verificato"",but he left in another store link,there is ""Acquisto verificato"",so we thought that the buyer left the review in the wrong link,and realised that he did it wrong,so he reviewed to the correct link again,so for other store link,there is ""Acquisto verificato""

1.Here is our link:

https://www.amazon.it/gp/customer-reviews/R3ARNY492G1KHW/ref=cm_cr_getr_d_rvw_ttl?ie =UTF8&ASIN=B073XZD3PF

2.Here is another link(with ""Acquisto verificato"",the buyer should left his review in this link,not ours)

CORREZIONE FEEDBACK non funziona con huawei p9 lit...

UTF8&ASIN=B071955B43

Please check the attachment.

Please investigate it and help us to remove it. Thank you

温馨提示:

如果客服部帮忙删掉，就隔一两天再开 case，遇到不同的客服可能就去掉的。

这些 review，每次开了 case 之后，直接 copy 到一个文本上，下次开 case 直接复制上去， 不用一次次填

如下：（下次开 case 直接 copy 就好了）

ASIN or ISBN of the product:B01LZE2PKP---去掉了

Title of the review:Da non comperare

The name of the reviewer: Paolo

The date of the review as it appears on our website:16 settembre 2017

The direct link to the review /post (click the 'Comments' link after the review, and copy/paste the URL that displays in your web browser:

https://www.amazon.it/gp/customer-reviews/RMQID9LA90Y8K/ref=cm_cr_srp_d_rvw_ttl?ie=UT F8&ASIN=B01M01NX1P

Required action:

Dear Amazon Team,

The comment includes obscene language, please remove it, thank you

Best Regards

游泳功能

This comment is a question to our products. Customer is asking how does the swimming function

work. It shouldn't be a product's review. It is just a question. Customer left the wrong position. Also, we have answered his question by comments and email. Please remove it. Thanks

误导消费者

mislead other consumers

没有充电器

Required action:

As the review the customer complain that it is no charger,however,in fact,for this fitness tracker,our accessories without charger ,because it is no need the charger to charge,the correct charge way:use the usb port of a computer or power adapter connected to the socket Wall

And please check with the attachment,The charge way we have clearly described in our user

manual and product page.so it is no our product problem,it is the customer not read the information about the user manual and product page

So please help us remove it,this review is unreasonable and it will mislead the other purchase

customers.

违反价格政策

Dear Amazon

This review violates the amazon policy about"Comments on pricing, product availability or

purchase options are not related to the product and should not be shared in Customer Reviews or Customer Questions and Answers."

It is no fair for us, and it will also mislead the other buyers, please check it and remove it, thanks!!!

没有 vp，恶意差评

Dear Amazon Team

This customer review without Verified Purchase, I found all orders and can't find this order, the

reviewer never buy it and use the product, it is no base on a honest opinions and experience, this is a malicious comment, it is no fair for us, and it will also mislead other customers, please check it and help me remove it. Thank you in advance.

Best Regards

没有充电器 没有 vp

Dear Amazon, the customer complained that there is no charger in the package, but, in fact, our fitness tracker doesn't need a charger to charge it, it can be charged directly, we have also mentioned it on our listing

Another concerns, we found that the order is without verified purchased, and we also cannot

find this order, so the buyer must leave a wrong review on our product. It is no fair for us, the customer review is no base on a honest and real experience, please remove it , thanks!

物流问题

Hi, the customer review is all about shipping, and the order is shipped by Amazon, it is no fair for us, please remove it, thanks

找不到订单 竞争 对手

Dear Amazon,

Sorry to bother you, however I can't find this order even found all the orders.The reviewer never buy ut and use the product,this is a malicious comment, it must be from the competitor, so unfair

for us.

Pls kindly help us to remove it. Highly appreciated for your help. Best regards