社區(qū) 發(fā)現(xiàn) Amazon 一個店鋪2個不同asin收到同一個買家的...
一個店鋪2個不同asin收到同一個買家的1星差評，如何處理？目前有哪些方式可以處理掉差評？
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目前有哪些方式可以處理掉差評（刷單直評vine加好評覆蓋的方式我知道），是否其他方式可以申請移除掉。目前該買家個人評價頁面有好評有差評看起來不像職業(yè)差評選手
?
給我差評內(nèi)容如下
?
差評1（整體評論目前是3.0）：
我對這種惡心產(chǎn)品的安全感到擔憂！產(chǎn)品里有很多死蟲子和蟲子的身體部位！看我的照片。在我把它扔進垃圾桶之前，我看了看里面的嬰兒服裝。質(zhì)量很差——面料很粗糙而且很廉價。襪子、籃子和一條毯子都沒有產(chǎn)品安全標簽/標記，所以無法知道它們使用了什么材料或是誰制造的。其他嬰兒用品缺少通常在安全標簽/標記上的信息。在這一點上，整體外觀似乎不那么重要了，但是籃子看起來和照片一點也不像。頂部完全被壓扁了，你只能看到一把俗氣的廉價塑料花。衣服都藏在下面，看起來和圖片不一樣。此外，籃子里的衣服與產(chǎn)品列表中顯示的衣服不同。
??
產(chǎn)品2（整體評論目前是4.1）：
這組商品中的大部分都沒有標簽，有標簽的商品顯然不符合美國消費者產(chǎn)品安全委員會 (CPSC) 針對嬰兒用品和/或玩具的強制性安全標準。您不能銷售未通過這些測試的嬰兒用品和玩具。您怎么知道商品沒有經(jīng)過測試呢？如果您關(guān)心安全，請尋找符合安全標準的標簽。如果沒有標簽，或者標簽不符合規(guī)定，那么產(chǎn)品就不可能通過強制性測試。連體衣、手套、嬰兒浴巾、洗澡巾和其他衣物都沒有標簽！??！玩具（兔子、撥浪鼓等）的標簽不符合安全標準。沒有測試 = 不安全產(chǎn)品！
該公司聲稱這些衣物是用棉制成的。沒有正確的標簽，就無法判斷。襁褓中有 70% 是竹子。嬰兒毯看起來像廉價的滌綸法蘭絨面料。由于兔子玩偶上沒有標簽，所以無法判斷它是由什么制成的。
毫不奇怪，質(zhì)量很差。連體衣上的線頭都散開了。襁褓非常薄，做工很差。
?
給我差評內(nèi)容如下
?
差評1（整體評論目前是3.0）：
我對這種惡心產(chǎn)品的安全感到擔憂！產(chǎn)品里有很多死蟲子和蟲子的身體部位！看我的照片。在我把它扔進垃圾桶之前，我看了看里面的嬰兒服裝。質(zhì)量很差——面料很粗糙而且很廉價。襪子、籃子和一條毯子都沒有產(chǎn)品安全標簽/標記，所以無法知道它們使用了什么材料或是誰制造的。其他嬰兒用品缺少通常在安全標簽/標記上的信息。在這一點上，整體外觀似乎不那么重要了，但是籃子看起來和照片一點也不像。頂部完全被壓扁了，你只能看到一把俗氣的廉價塑料花。衣服都藏在下面，看起來和圖片不一樣。此外，籃子里的衣服與產(chǎn)品列表中顯示的衣服不同。
??
產(chǎn)品2（整體評論目前是4.1）：
這組商品中的大部分都沒有標簽，有標簽的商品顯然不符合美國消費者產(chǎn)品安全委員會 (CPSC) 針對嬰兒用品和/或玩具的強制性安全標準。您不能銷售未通過這些測試的嬰兒用品和玩具。您怎么知道商品沒有經(jīng)過測試呢？如果您關(guān)心安全，請尋找符合安全標準的標簽。如果沒有標簽，或者標簽不符合規(guī)定，那么產(chǎn)品就不可能通過強制性測試。連體衣、手套、嬰兒浴巾、洗澡巾和其他衣物都沒有標簽！??！玩具（兔子、撥浪鼓等）的標簽不符合安全標準。沒有測試 = 不安全產(chǎn)品！
該公司聲稱這些衣物是用棉制成的。沒有正確的標簽，就無法判斷。襁褓中有 70% 是竹子。嬰兒毯看起來像廉價的滌綸法蘭絨面料。由于兔子玩偶上沒有標簽，所以無法判斷它是由什么制成的。
毫不奇怪，質(zhì)量很差。連體衣上的線頭都散開了。襁褓非常薄，做工很差。
倒計時：
11 個回復(fù)
匿名用戶
贊同來自:
?
1. 找到差評：先把差評買家郵箱查出來，可以找服務(wù)商，也可試試下方附件1的方法。
2. 處理差評：找客服刪差評，不行的話再聯(lián)系買家改差評, 不同的買家采用不同的話術(shù)。
1) 對這種惡意很明顯的直評差評，可以直接開Case申請移除差評或點擊Report Abuse，方法如下：
開Case向亞馬遜申請Remove, 內(nèi)容模板如下：
Dear Amazon, 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(quán)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) 對這種明確抱怨了產(chǎn)品缺點的可以給 Refund 或者 Replacement , 這個買家有可能會比較有原則，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(shù)不要千篇一律，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(shù)，改話術(shù)可以用Chatgpt等軟件，具體方法參見附件2.?
第一封郵件模板：
a. 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
b. 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
c. 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(你完成的補償措施)
Thanks for being patient with us and Ireally 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
?
或者這樣：
Hello Sharon,
Thanks for your reply. We are so glad we can do something to compensate you. We have given you a full refund, please check it !?By the way, we are a growing company and the negative comment has a bad effect on our account,could you please give us a chance to update it if you are satisfied with our after-sale service? According to your advices, we promise that we will try to improve the product quality in the future. If you agree to help us to update the comment, you can follow the steps listed below :
1. Go to your Amazon account.
2. Roll down and click “Product Reviews Written by You” under Personalization.
3. Click “Remove review” or “Edit review” about our goods.
If you have any questions,please feel free to contact us.
Best Regards
?
PS : 如果你找不到客戶的郵箱，可以直接通過后臺點擊"Request Review"給客戶發(fā)送關(guān)懷郵件，主要內(nèi)容也是詢問客戶是否對產(chǎn)品滿意，客戶回復(fù)你說想要退款/換貨，你再提供退款/換貨服務(wù)，然后再委婉地請客戶更新評論 (郵件里一定不要出現(xiàn)Review和feedback這種字眼)，話術(shù)模板可以是這樣的：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 ?
?
希望能幫到你 ！
匿名用戶
贊同來自:
?
1. 找到差評：先把差評買家郵箱查出來，可以找服務(wù)商，也可試試下方附件1的方法。
2. 處理差評：找客服刪差評，不行的話再聯(lián)系買家改差評, 不同的買家采用不同的話術(shù)。
1) 對這種惡意很明顯的直評差評，可以直接開Case申請移除差評或點擊Report Abuse，方法如下：
開Case向亞馬遜申請Remove, 內(nèi)容模板如下：
Dear Amazon, 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(quán)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) 對這種明確抱怨了產(chǎn)品缺點的可以給 Refund 或者 Replacement , 這個買家有可能會比較有原則，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(shù)不要千篇一律，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(shù)，改話術(shù)可以用Chatgpt等軟件，具體方法參見附件2.?
第一封郵件模板：
a. 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
b. 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
c. 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(你完成的補償措施)
Thanks for being patient with us and Ireally 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
?
或者這樣：
Hello Sharon,
Thanks for your reply. We are so glad we can do something to compensate you. We have given you a full refund, please check it !?By the way, we are a growing company and the negative comment has a bad effect on our account,could you please give us a chance to update it if you are satisfied with our after-sale service? According to your advices, we promise that we will try to improve the product quality in the future. If you agree to help us to update the comment, you can follow the steps listed below :
1. Go to your Amazon account.
2. Roll down and click “Product Reviews Written by You” under Personalization.
3. Click “Remove review” or “Edit review” about our goods.
If you have any questions,please feel free to contact us.
Best Regards
?
PS : 如果你找不到客戶的郵箱，可以直接通過后臺點擊"Request Review"給客戶發(fā)送關(guān)懷郵件，主要內(nèi)容也是詢問客戶是否對產(chǎn)品滿意，客戶回復(fù)你說想要退款/換貨，你再提供退款/換貨服務(wù)，然后再委婉地請客戶更新評論 (郵件里一定不要出現(xiàn)Review和feedback這種字眼)，話術(shù)模板可以是這樣的：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 ?
?
希望能幫到你 ！