問題一：
亞馬遜的評價其實可以分兩種，一種是review，一種是rating。review 就是帶文字或者帶圖片視頻的，是可以看到內容，也可以在后臺找到評價內容。如果是三星及以下的評價，還可以聯(lián)系客戶。
另外一種是rating，即只點星，不帶文字。你自然在詳情頁和亞馬遜后臺都看不到訂單。
這種目前應該是無法確認是哪個客戶留評的，更無法聯(lián)系需修改的。

問題二：
1、確定一下是否產(chǎn)品質量真的有問題：
通過 買家之聲，F(xiàn)BA退貨報告等等來確定一下自己的產(chǎn)品是否有問題，如果產(chǎn)品質量有大的問題，那就盡快想辦法處理；
2、發(fā)關懷郵件減少差評的概率：
找到對應的訂單，點擊 買家的名字，選擇其他，然后就可以寫郵件給客戶發(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、請求評論：
如果 產(chǎn)品質量沒有大問題且比較有信息，在發(fā)了關懷郵件之后的2-3天后，則可以進行請求評論。
4、合并評價：合并自己店鋪里邊同類目、同款產(chǎn)品的評價，前提是自己有合適鏈接。
5、其他獲取評價的方式進行對沖影響：
直評：如果只是刷2、3個的話，其實還是比較安全的。
刷單：
Vine：對產(chǎn)品有信息，鑒于產(chǎn)品目前只有一個一星rating，不太建議做。
?
6、不太建議的做法：翻新。最近好像翻新風險挺高的，不太建議。
?

另外，若后續(xù)再遭遇差評，可依循如下流程處置：
一、差評查找
借助專業(yè)服務商，精準檢索出所有給出差評的買家郵箱，為后續(xù)溝通鋪墊基礎。二、差評處理
針對不同類型的差評買家，差異化運用溝通話術，靈活采取應對舉措。
（一）惡意差評處理
一旦識別出明顯惡意給眾多賣家差評的買家，立即向亞馬遜發(fā)起移除差評申請，操作途徑有二：
開 Case 申請：

模板內容：
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

點擊 Report Abuse：

若聯(lián)系買家與開 Case 申請均無果，可直接前往 review 鏈接處，動用 100 - 200 個權重較高的買家號點擊 report abuse。此操作有一定概率促使差評刪除。
倘若差評仍無法移除，為避免其長時間占據(jù)首頁顯著位置，采取如下操作：

若未與其他站點共享，單個頁面至多顯示 8 個 Review。據(jù)此，計算需點贊的好評數(shù)量，即差評后有 n 個好評，至少要點贊 n + 1 個好評鏈接。
針對每個選定的好評鏈接，點擊 10 次左右的 “helpful” 按鈕，以提升好評權重，促使差評下沉。

（二）產(chǎn)品缺陷類差評處理
面對明確指出產(chǎn)品缺點的買家，優(yōu)先考慮提供 Refund（退款）或者 Replacement（換貨）方案。部分原則性強的買家可能不愿因補償更改評價，此時可誠懇建議并請求其保留原評論，同時追加一段新的更新評論。溝通全程，務必依據(jù)買家 Profile 及差評詳情，精心編輯郵件內容，做到有的放矢，杜絕千篇一律。
溝通頻率：

第一周：向所有差評買家發(fā)送首輪郵件，開啟溝通。
第二周：針對首周未回復的買家，再次發(fā)送郵件跟進，持續(xù)爭取改善評價的機會。

郵件模板：

第一周：

建立聯(lián)系通用模板：
Dear [買家姓名],
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
適用于買家誤解場景：
Dear [買家姓名],
I'm sorry to hear that you didn't receive what you anticipated. You were expecting [買家期望內容], but instead got [實際收到內容]. I completely understand your frustration. Here's how we plan to rectify the situation:

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

適用于產(chǎn)品存在小缺陷且買家發(fā)表改進建議：
Dear [買家姓名],
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:

[改進措施 1]
[改進措施 2]
[改進措施 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

問題一：
亞馬遜的評價其實可以分兩種，一種是review，一種是rating。review 就是帶文字或者帶圖片視頻的，是可以看到內容，也可以在后臺找到評價內容。如果是三星及以下的評價，還可以聯(lián)系客戶。
另外一種是rating，即只點星，不帶文字。你自然在詳情頁和亞馬遜后臺都看不到訂單。
這種目前應該是無法確認是哪個客戶留評的，更無法聯(lián)系需修改的。

問題二：
1、確定一下是否產(chǎn)品質量真的有問題：
通過 買家之聲，F(xiàn)BA退貨報告等等來確定一下自己的產(chǎn)品是否有問題，如果產(chǎn)品質量有大的問題，那就盡快想辦法處理；
2、發(fā)關懷郵件減少差評的概率：
找到對應的訂單，點擊 買家的名字，選擇其他，然后就可以寫郵件給客戶發(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、請求評論：
如果 產(chǎn)品質量沒有大問題且比較有信息，在發(fā)了關懷郵件之后的2-3天后，則可以進行請求評論。
4、合并評價：合并自己店鋪里邊同類目、同款產(chǎn)品的評價，前提是自己有合適鏈接。
5、其他獲取評價的方式進行對沖影響：
直評：如果只是刷2、3個的話，其實還是比較安全的。
刷單：
Vine：對產(chǎn)品有信息，鑒于產(chǎn)品目前只有一個一星rating，不太建議做。
?
6、不太建議的做法：翻新。最近好像翻新風險挺高的，不太建議。
?

另外，若后續(xù)再遭遇差評，可依循如下流程處置：
一、差評查找
借助專業(yè)服務商，精準檢索出所有給出差評的買家郵箱，為后續(xù)溝通鋪墊基礎。二、差評處理
針對不同類型的差評買家，差異化運用溝通話術，靈活采取應對舉措。
（一）惡意差評處理
一旦識別出明顯惡意給眾多賣家差評的買家，立即向亞馬遜發(fā)起移除差評申請，操作途徑有二：
開 Case 申請：

模板內容：
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

點擊 Report Abuse：

若聯(lián)系買家與開 Case 申請均無果，可直接前往 review 鏈接處，動用 100 - 200 個權重較高的買家號點擊 report abuse。此操作有一定概率促使差評刪除。
倘若差評仍無法移除，為避免其長時間占據(jù)首頁顯著位置，采取如下操作：

若未與其他站點共享，單個頁面至多顯示 8 個 Review。據(jù)此，計算需點贊的好評數(shù)量，即差評后有 n 個好評，至少要點贊 n + 1 個好評鏈接。
針對每個選定的好評鏈接，點擊 10 次左右的 “helpful” 按鈕，以提升好評權重，促使差評下沉。

（二）產(chǎn)品缺陷類差評處理
面對明確指出產(chǎn)品缺點的買家，優(yōu)先考慮提供 Refund（退款）或者 Replacement（換貨）方案。部分原則性強的買家可能不愿因補償更改評價，此時可誠懇建議并請求其保留原評論，同時追加一段新的更新評論。溝通全程，務必依據(jù)買家 Profile 及差評詳情，精心編輯郵件內容，做到有的放矢，杜絕千篇一律。
溝通頻率：

第一周：向所有差評買家發(fā)送首輪郵件，開啟溝通。
第二周：針對首周未回復的買家，再次發(fā)送郵件跟進，持續(xù)爭取改善評價的機會。

郵件模板：

第一周：

建立聯(lián)系通用模板：
Dear [買家姓名],
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
適用于買家誤解場景：
Dear [買家姓名],
I'm sorry to hear that you didn't receive what you anticipated. You were expecting [買家期望內容], but instead got [實際收到內容]. I completely understand your frustration. Here's how we plan to rectify the situation:

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

適用于產(chǎn)品存在小缺陷且買家發(fā)表改進建議：
Dear [買家姓名],
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:

[改進措施 1]
[改進措施 2]
[改進措施 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