問(wèn)題一：
亞馬遜的評(píng)價(jià)其實(shí)可以分兩種，一種是review，一種是rating。review 就是帶文字或者帶圖片視頻的，是可以看到內(nèi)容，也可以在后臺(tái)找到評(píng)價(jià)內(nèi)容。如果是三星及以下的評(píng)價(jià)，還可以聯(lián)系客戶。
另外一種是rating，即只點(diǎn)星，不帶文字。你自然在詳情頁(yè)和亞馬遜后臺(tái)都看不到訂單。
這種目前應(yīng)該是無(wú)法確認(rèn)是哪個(gè)客戶留評(píng)的，更無(wú)法聯(lián)系需修改的。

問(wèn)題二：
1、確定一下是否產(chǎn)品質(zhì)量真的有問(wèn)題：
通過(guò) 買(mǎi)家之聲，F(xiàn)BA退貨報(bào)告等等來(lái)確定一下自己的產(chǎn)品是否有問(wèn)題，如果產(chǎn)品質(zhì)量有大的問(wèn)題，那就盡快想辦法處理；
2、發(fā)關(guān)懷郵件減少差評(píng)的概率：
找到對(duì)應(yīng)的訂單，點(diǎn)擊 買(mǎi)家的名字，選擇其他，然后就可以寫(xiě)郵件給客戶發(fā)郵件。
郵件模板：
Dear [Customer's Name],

Thank you for choosing [Your Company Name] for your recent purchase. We appreciate your business and trust in our products.

Should you encounter any quality issues with your product, please reply to this email. We are committed to ensuring your satisfaction and will do our best to resolve any concerns you may have.

Thank you for giving us the opportunity to serve you.

Best regards.
?
3、請(qǐng)求評(píng)論：
如果 產(chǎn)品質(zhì)量沒(méi)有大問(wèn)題且比較有信息，在發(fā)了關(guān)懷郵件之后的2-3天后，則可以進(jìn)行請(qǐng)求評(píng)論。
4、合并評(píng)價(jià)：合并自己店鋪里邊同類目、同款產(chǎn)品的評(píng)價(jià)，前提是自己有合適鏈接。
5、其他獲取評(píng)價(jià)的方式進(jìn)行對(duì)沖影響：
直評(píng)：如果只是刷2、3個(gè)的話，其實(shí)還是比較安全的。
刷單：
Vine：對(duì)產(chǎn)品有信息，鑒于產(chǎn)品目前只有一個(gè)一星rating，不太建議做。
?
6、不太建議的做法：翻新。最近好像翻新風(fēng)險(xiǎn)挺高的，不太建議。
?

另外，若后續(xù)再遭遇差評(píng)，可依循如下流程處置：
一、差評(píng)查找
借助專業(yè)服務(wù)商，精準(zhǔn)檢索出所有給出差評(píng)的買(mǎi)家郵箱，為后續(xù)溝通鋪墊基礎(chǔ)。二、差評(píng)處理
針對(duì)不同類型的差評(píng)買(mǎi)家，差異化運(yùn)用溝通話術(shù)，靈活采取應(yīng)對(duì)舉措。
（一）惡意差評(píng)處理
一旦識(shí)別出明顯惡意給眾多賣(mài)家差評(píng)的買(mǎi)家，立即向亞馬遜發(fā)起移除差評(píng)申請(qǐng)，操作途徑有二：
開(kāi) Case 申請(qǐng)：

模板內(nèi)容：
Dear Amazon,
I'm reaching out to report a severe issue of review abuse that is currently jeopardizing my business. An individual has been deliberately leaving negative reviews on my listing, which has led to a drastic decline in my sales. Presently, my daily sales have plummeted to less than xx units, a sharp contrast to the average of xx units per day prior to this malicious activity.
This not only puts my livelihood at risk but also undermines the integrity of the Amazon marketplace. If left unchecked, it sets a dangerous precedent, discouraging sellers from adhering to policies and ultimately destroying the fair and honest shopping environment we've all worked hard to build.
Evidence of the review abuse is as follows:
Reviewer's Profile link: [具體鏈接]
1-Star Review Links: [具體鏈接]
I kindly request that you remove these baseless negative reviews promptly to prevent further damage. Thank you for your attention to this critical matter.
Sincerely, XXX

點(diǎn)擊 Report Abuse：

若聯(lián)系買(mǎi)家與開(kāi) Case 申請(qǐng)均無(wú)果，可直接前往 review 鏈接處，動(dòng)用 100 - 200 個(gè)權(quán)重較高的買(mǎi)家號(hào)點(diǎn)擊 report abuse。此操作有一定概率促使差評(píng)刪除。
倘若差評(píng)仍無(wú)法移除，為避免其長(zhǎng)時(shí)間占據(jù)首頁(yè)顯著位置，采取如下操作：

若未與其他站點(diǎn)共享，單個(gè)頁(yè)面至多顯示 8 個(gè) Review。據(jù)此，計(jì)算需點(diǎn)贊的好評(píng)數(shù)量，即差評(píng)后有 n 個(gè)好評(píng)，至少要點(diǎn)贊 n + 1 個(gè)好評(píng)鏈接。
針對(duì)每個(gè)選定的好評(píng)鏈接，點(diǎn)擊 10 次左右的 “helpful” 按鈕，以提升好評(píng)權(quán)重，促使差評(píng)下沉。

（二）產(chǎn)品缺陷類差評(píng)處理
面對(duì)明確指出產(chǎn)品缺點(diǎn)的買(mǎi)家，優(yōu)先考慮提供 Refund（退款）或者 Replacement（換貨）方案。部分原則性強(qiáng)的買(mǎi)家可能不愿因補(bǔ)償更改評(píng)價(jià)，此時(shí)可誠(chéng)懇建議并請(qǐng)求其保留原評(píng)論，同時(shí)追加一段新的更新評(píng)論。溝通全程，務(wù)必依據(jù)買(mǎi)家 Profile 及差評(píng)詳情，精心編輯郵件內(nèi)容，做到有的放矢，杜絕千篇一律。
溝通頻率：

第一周：向所有差評(píng)買(mǎi)家發(fā)送首輪郵件，開(kāi)啟溝通。
第二周：針對(duì)首周未回復(fù)的買(mǎi)家，再次發(fā)送郵件跟進(jìn)，持續(xù)爭(zhēng)取改善評(píng)價(jià)的機(jī)會(huì)。

郵件模板：

第一周：

建立聯(lián)系通用模板：
Dear [買(mǎi)家姓名],
This is [客服姓名] from [店鋪名稱] customer service.
I'm truly sorry that your order of the [產(chǎn)品名稱] didn't meet your expectations. We deeply value your business and are eager to make amends. I'm pleased to offer you a full refund or a replacement at no cost to you. Please let me know if this solution aligns with your needs. Thank you for your patience and understanding.
Sincerely, XXX
適用于買(mǎi)家誤解場(chǎng)景：
Dear [買(mǎi)家姓名],
I'm sorry to hear that you didn't receive what you anticipated. You were expecting [買(mǎi)家期望內(nèi)容], but instead got [實(shí)際收到內(nèi)容]. I completely understand your frustration. Here's how we plan to rectify the situation:

[詳細(xì)解決步驟 1]
[詳細(xì)解決步驟 2]
[詳細(xì)解決步驟 3]
As a token of our apology for the inconvenience caused, we'd also like to offer you [補(bǔ)償方式].
Looking forward to your reply.
Sincerely, XXX

適用于產(chǎn)品存在小缺陷且買(mǎi)家發(fā)表改進(jìn)建議：
Dear [買(mǎi)家姓名],
We truly appreciate you taking the time to share your insights and highlight our mistakes. Based on your valuable feedback, we've implemented the following changes:

[改進(jìn)措施 1]
[改進(jìn)措施 2]
[改進(jìn)措施 3]
We're grateful for the opportunity to improve and would like to make it up to you. Would you accept a full refund or replacement at our expense?
Sincerely, XXX

第二周：
Hi,
We've already processed your full refund /dispatched your replacement. Thank you for your patience throughout this process.
We're really eager to know your updated thoughts on our product. Would you mind sharing your latest impression? Any feedback you provide is invaluable to us as we strive to enhance our offerings.
Sincerely, XXX

問(wèn)題一：
亞馬遜的評(píng)價(jià)其實(shí)可以分兩種，一種是review，一種是rating。review 就是帶文字或者帶圖片視頻的，是可以看到內(nèi)容，也可以在后臺(tái)找到評(píng)價(jià)內(nèi)容。如果是三星及以下的評(píng)價(jià)，還可以聯(lián)系客戶。
另外一種是rating，即只點(diǎn)星，不帶文字。你自然在詳情頁(yè)和亞馬遜后臺(tái)都看不到訂單。
這種目前應(yīng)該是無(wú)法確認(rèn)是哪個(gè)客戶留評(píng)的，更無(wú)法聯(lián)系需修改的。

問(wèn)題二：
1、確定一下是否產(chǎn)品質(zhì)量真的有問(wèn)題：
通過(guò) 買(mǎi)家之聲，F(xiàn)BA退貨報(bào)告等等來(lái)確定一下自己的產(chǎn)品是否有問(wèn)題，如果產(chǎn)品質(zhì)量有大的問(wèn)題，那就盡快想辦法處理；
2、發(fā)關(guān)懷郵件減少差評(píng)的概率：
找到對(duì)應(yīng)的訂單，點(diǎn)擊 買(mǎi)家的名字，選擇其他，然后就可以寫(xiě)郵件給客戶發(fā)郵件。
郵件模板：
Dear [Customer's Name],

Thank you for choosing [Your Company Name] for your recent purchase. We appreciate your business and trust in our products.

Should you encounter any quality issues with your product, please reply to this email. We are committed to ensuring your satisfaction and will do our best to resolve any concerns you may have.

Thank you for giving us the opportunity to serve you.

Best regards.
?
3、請(qǐng)求評(píng)論：
如果 產(chǎn)品質(zhì)量沒(méi)有大問(wèn)題且比較有信息，在發(fā)了關(guān)懷郵件之后的2-3天后，則可以進(jìn)行請(qǐng)求評(píng)論。
4、合并評(píng)價(jià)：合并自己店鋪里邊同類目、同款產(chǎn)品的評(píng)價(jià)，前提是自己有合適鏈接。
5、其他獲取評(píng)價(jià)的方式進(jìn)行對(duì)沖影響：
直評(píng)：如果只是刷2、3個(gè)的話，其實(shí)還是比較安全的。
刷單：
Vine：對(duì)產(chǎn)品有信息，鑒于產(chǎn)品目前只有一個(gè)一星rating，不太建議做。
?
6、不太建議的做法：翻新。最近好像翻新風(fēng)險(xiǎn)挺高的，不太建議。
?

另外，若后續(xù)再遭遇差評(píng)，可依循如下流程處置：
一、差評(píng)查找
借助專業(yè)服務(wù)商，精準(zhǔn)檢索出所有給出差評(píng)的買(mǎi)家郵箱，為后續(xù)溝通鋪墊基礎(chǔ)。二、差評(píng)處理
針對(duì)不同類型的差評(píng)買(mǎi)家，差異化運(yùn)用溝通話術(shù)，靈活采取應(yīng)對(duì)舉措。
（一）惡意差評(píng)處理
一旦識(shí)別出明顯惡意給眾多賣(mài)家差評(píng)的買(mǎi)家，立即向亞馬遜發(fā)起移除差評(píng)申請(qǐng)，操作途徑有二：
開(kāi) Case 申請(qǐng)：

模板內(nèi)容：
Dear Amazon,
I'm reaching out to report a severe issue of review abuse that is currently jeopardizing my business. An individual has been deliberately leaving negative reviews on my listing, which has led to a drastic decline in my sales. Presently, my daily sales have plummeted to less than xx units, a sharp contrast to the average of xx units per day prior to this malicious activity.
This not only puts my livelihood at risk but also undermines the integrity of the Amazon marketplace. If left unchecked, it sets a dangerous precedent, discouraging sellers from adhering to policies and ultimately destroying the fair and honest shopping environment we've all worked hard to build.
Evidence of the review abuse is as follows:
Reviewer's Profile link: [具體鏈接]
1-Star Review Links: [具體鏈接]
I kindly request that you remove these baseless negative reviews promptly to prevent further damage. Thank you for your attention to this critical matter.
Sincerely, XXX

點(diǎn)擊 Report Abuse：

若聯(lián)系買(mǎi)家與開(kāi) Case 申請(qǐng)均無(wú)果，可直接前往 review 鏈接處，動(dòng)用 100 - 200 個(gè)權(quán)重較高的買(mǎi)家號(hào)點(diǎn)擊 report abuse。此操作有一定概率促使差評(píng)刪除。
倘若差評(píng)仍無(wú)法移除，為避免其長(zhǎng)時(shí)間占據(jù)首頁(yè)顯著位置，采取如下操作：

若未與其他站點(diǎn)共享，單個(gè)頁(yè)面至多顯示 8 個(gè) Review。據(jù)此，計(jì)算需點(diǎn)贊的好評(píng)數(shù)量，即差評(píng)后有 n 個(gè)好評(píng)，至少要點(diǎn)贊 n + 1 個(gè)好評(píng)鏈接。
針對(duì)每個(gè)選定的好評(píng)鏈接，點(diǎn)擊 10 次左右的 “helpful” 按鈕，以提升好評(píng)權(quán)重，促使差評(píng)下沉。

（二）產(chǎn)品缺陷類差評(píng)處理
面對(duì)明確指出產(chǎn)品缺點(diǎn)的買(mǎi)家，優(yōu)先考慮提供 Refund（退款）或者 Replacement（換貨）方案。部分原則性強(qiáng)的買(mǎi)家可能不愿因補(bǔ)償更改評(píng)價(jià)，此時(shí)可誠(chéng)懇建議并請(qǐng)求其保留原評(píng)論，同時(shí)追加一段新的更新評(píng)論。溝通全程，務(wù)必依據(jù)買(mǎi)家 Profile 及差評(píng)詳情，精心編輯郵件內(nèi)容，做到有的放矢，杜絕千篇一律。
溝通頻率：

第一周：向所有差評(píng)買(mǎi)家發(fā)送首輪郵件，開(kāi)啟溝通。
第二周：針對(duì)首周未回復(fù)的買(mǎi)家，再次發(fā)送郵件跟進(jìn)，持續(xù)爭(zhēng)取改善評(píng)價(jià)的機(jī)會(huì)。

郵件模板：

第一周：

建立聯(lián)系通用模板：
Dear [買(mǎi)家姓名],
This is [客服姓名] from [店鋪名稱] customer service.
I'm truly sorry that your order of the [產(chǎn)品名稱] didn't meet your expectations. We deeply value your business and are eager to make amends. I'm pleased to offer you a full refund or a replacement at no cost to you. Please let me know if this solution aligns with your needs. Thank you for your patience and understanding.
Sincerely, XXX
適用于買(mǎi)家誤解場(chǎng)景：
Dear [買(mǎi)家姓名],
I'm sorry to hear that you didn't receive what you anticipated. You were expecting [買(mǎi)家期望內(nèi)容], but instead got [實(shí)際收到內(nèi)容]. I completely understand your frustration. Here's how we plan to rectify the situation:

[詳細(xì)解決步驟 1]
[詳細(xì)解決步驟 2]
[詳細(xì)解決步驟 3]
As a token of our apology for the inconvenience caused, we'd also like to offer you [補(bǔ)償方式].
Looking forward to your reply.
Sincerely, XXX

適用于產(chǎn)品存在小缺陷且買(mǎi)家發(fā)表改進(jìn)建議：
Dear [買(mǎi)家姓名],
We truly appreciate you taking the time to share your insights and highlight our mistakes. Based on your valuable feedback, we've implemented the following changes:

[改進(jìn)措施 1]
[改進(jìn)措施 2]
[改進(jìn)措施 3]
We're grateful for the opportunity to improve and would like to make it up to you. Would you accept a full refund or replacement at our expense?
Sincerely, XXX

第二周：
Hi,
We've already processed your full refund /dispatched your replacement. Thank you for your patience throughout this process.
We're really eager to know your updated thoughts on our product. Would you mind sharing your latest impression? Any feedback you provide is invaluable to us as we strive to enhance our offerings.
Sincerely, XXX