既然客戶同意退款，那么他答應更改評論的概率就更大了?？梢允褂眠@套話術：
Hi, We have given you a full refund.?
Thanks for being patient with us and i really appreciate it.
Could you please let us know your updated impression of our product ? /?Could you share your latest thoughts on our product ? /?Could you provide an updated perspective on our product ? /?Would you be able to share your current opinion on our product ?
Sincerely, XXX
注意：郵件里一定不要出現(xiàn)Review和feedback這種字眼。當然了，不論你郵件寫得多么好，客戶還是有可能不改差評也不回復你。這種情況下，就只能想辦法弱化差評的存在：多增加好評并找服務商通過點贊將好評推到首頁前幾位，從而降低差評的權重。如果差評越來越多嚴重影響到銷量了，可以嘗試翻新。(最新的翻新方法參考下面附件)
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另外，如果下次再遇到差評，可以通過這套流程來處理：

1. 找到差評：先把所有差評買家郵箱查出來(找服務商)。
2. 處理差評：聯(lián)系買家改差評, 不同的買家采用不同的話術
1) 對那種很明顯惡意給不同賣家差評的直接開Case申請移除差評，方法如下：
開Case向亞馬遜申請Remove, 內(nèi)容模板如下：
Dear Amazo, I'm writing to report that somebody is abusing the review system and keeping leaving negative reviews on my listing. 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. According to the review abuse, not only my business is under high risk of beingdestroved. 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 amazons policies. The fair
and honest shopping environment we have ever built together will completely be destroyed.
Evidence of the review abuse as follows :?
Reviewer's Profile link:
1-Star Review Links :?
Please remove the negative reviews before I receive more. Looking forward to your reply. Sincerely, XXX
或者點擊 Report Abuse :
聯(lián)系買家和亞馬遜申請都無法移除的情況，直接去 review 鏈接下，用大量買家號點擊 report abuse, 也是一種方法。有概率會被刪除。100-200 個左右權重高的買家號點完有概率刪除。還是無法移除差評的情況下，我們要做的是讓差評盡量不要展現(xiàn)在首頁。
操作也很簡單 :
a. 沒有跟其他站點共享的情況，一個頁面最多顯示 8 個Review .
b. 計算需要點贊的 review 個數(shù): 差評后面有 n 個好評，就要最少點 n+1 個好評的鏈接。
c. 每個好評鏈接，點 10 次左右 helpful 基本差不多了。
?
2) 對那種明確抱怨了產(chǎn)品缺點的可以給 Refund 或者 Replacement ,?有些買家會比較有原則，不愿意用補償改變他的評價,可以建議并請求他保留原有評論內(nèi)容，并在后面 Update 一段新的評論。態(tài)度要誠懇，有錯及時道歉，有問題及時解決，話術不要千篇一律，一定要看了買家Profile以及差評內(nèi)容之后再針對性地編輯郵件內(nèi)容。
頻率：第一周給所有差評買家發(fā)一次郵件，第二周給剩下沒回復的買家發(fā)郵件, 開頭可以是這樣的 :?We are sure you are extremely busy and we just wanted to reconnect to see?if we could be of any assistance to you. I really wish to hear something from you about that. Your attention to that case is really important for us, any updating or comments from you is highly appreciated. 后面再加一套新的請求改差評的話術，改話術可以用Chatgpt等軟件。

第一周的郵件溝通模板分享如下：
第一封郵件建立聯(lián)系的通用模版：
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

適用于買家誤解的模板：
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

適用于產(chǎn)品存在小缺陷，發(fā)表改進建議的買家：
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

第二封郵件請求改評價：
Hi,?We have given you a full refund / We have sent you a replacement.?
Thanks for being patient with us and i?really appreciate it.
Could you please let us know your updated impression of our product ? /?Could you share your latest thoughts on our product ? /?Could you provide an updated perspective on our product ? /?Would you be able to share your current opinion on our product ?
Sincerely, XXX