亚马逊中差评处理
内容概要
一. 四类亚马逊可以直接移除的中差评
二. 常见中差评种类及处理技巧
三. 三个诀窍
四. 经验总结
五. 2018亚马逊找差评方法集锦
店铺Feedback：
以下四类评价可以移除：
四种亚马逊可以直接移除的中差评：
1，Languge:语言粗俗，冒犯,有攻击性
2，包含个人信息，邮箱，地址，姓名，电话号码等信息
3，Feedback全部是产品评论，不是关于客户服务全部讲的是产品
4，FBA发货, 因为亚马逊配送的原因
亚马逊移除差评模板
模板如下：
Greetings，
I'm so sorry to bother you. The buyer's feedback is a product review.
（The buyer's order fulfilled by Amazon /The buyer's feedback inculde personal information/The buyer's feedback includes obscene language ）Could you kindly help me to remove the feedback as it is very harmful to my account :( Your understanding and kind help will be greatly appreciated. Thanks in advance :)
BR
Vivo
发货未收到：
发货妥投未收到
模板如下：
Hi Amazon,
Greetings.
I'm so sorry to bother you. The buyer's were delivered on time, we shipped the buyer item VIA 运输方式, the tracking number is 跟踪号, i just checked it on website, it said"妥投的物流信息". So could you kindly help me to remove the feedback as it is very harmful to my account:( Your understanding and kind help will be greatly appreciated. Thanks in advance:)
BR
Vivo
注意事项：
但是很多情况下是不可以移除的，比如买家留的差评是"it says delivered,but i never get it"，亚马逊回复的邮件会告诉我们由于买家说没有收到，所以需要我们和买家确认。在这种情况下，可以发以下邮件联系买家
模板如下：
Hi friend,
（加上妥投的物流信息并且提供查询网址）
I am so sorry to bother you, i noticed you leave a bad feedback and mentioned you never got the package from us.
Have you got it now?
Could you kindly help me confirm it?
Thank you.
Waiting for your updating...I will try my best to help to solve your problem properly. If there's any problem, please contact me asap. I 'm always here to service you. Have a nice day:) Best wish to you!
Yours Sincerely,
Vivo
如果买家回复说已收到，就可以联系亚马逊
模板如下：
Hi Amazon,
Greetings.
I‘m sorry to bother you. The buyer’s were delivered on time, we shipped the buyer item VIA 运输方式, the tracking number is 跟踪号,i just checked it on website, it said '妥投的物流信息'.
And we also contact the buyer, the buyer reply us ”yes, I get it later”.
So could you kindly help me to remove the feedback as it is very harmful to my account:( Your understanding and kind help will be greatly appreciated. Thanks in advance:)
BR
Vivo
买家抱怨物流时间长，但是我们是在后台的预计到达时间内delivered
Hi Amazon,
Greetings.
I‘m sorry to bother you. The buyer complained the delivery time is too long, but we send his package within the estimated delivery time, here is the Estimated Delivery: Jun 1, 2014to Jun 16, 2014,
we shipped the buyer item VIA 运输方式, the tracking number is 跟踪号,i just checked it on website, it said”妥投的物流信息".
So the buyer’s were delivered on time, the feedback is not true and unfair to us.
So could you kindly help me to remove the feedback as it is very harmful to my account:( Your understanding and kind help will be greatly appreciated. Thanks in advance:)
BR
Vivo
缺货未收到，已经退款的
Hi customer,
I am so sorry to bother you. I noticed you didn’t get your package, so we try to refund full payment to you,
But in fact i just checked your account and found your payment is still here, how about refund it to you now?
It is my pleasure to service for you. Any further problem, please feel free to contact me. Have a nice day:) Best wish to you! Warmer regards, Mark
第一封：Hi customer,sorry to bother you,we have arranged to refund to you,it will back to you within 3-5 days.
Is that ok?
Vivo
第二封：Hi friend,
One more question,will you remove the bad feedback for me when you get it?
I beg you.
I apologize for my mistake.
Vivo
注意:第二封要紧接着第一封发过去
方法二：Hello friend, i am so sorry for the poor delivery,but we indeed shipped your item out in time, maybe some accident happened in the long shiping way.The package should be delay due to the long international shipping,while this is out of my control.Can you understand it?I am waiting for your information to resolve the problem for you.
We still have this item.How about resend to you as compensation ?Is that ok?
Waiting for your reply......
I am sorry, you gave me negative feedback before contacting me and giving no chance, let me solve the problem for you right before the bad feedback: (
I am an honest seller, all the problems that I do my best to solve them. Can you tell me what to do, so you are satisfied with our customer service? Thanks. Have a nice day! Best wish to you!
Yours sincerely
Vivo
Customer Service Department
不管买家回复与否都继续发这封：
Hi customer,sorry to bother you,we have arranged to resend.
Can you help me confrim the address?
Is that ok?
Vivo
如果买家同意补寄，引导买家移除差评：
Hi friend.
Thanks for your coopération，good news,the package will be send tonight .
One more question,will you help me remove the bad feedback ?
AS you can see,we have try to solve the problem for you,we apologize for the lost package,please forgive us.
Can you offer us a chance?
I beg you.
Vivo
第二封：
Hi friend,
Sorry to bother you again,i have arranged to resend your package again ,the new package have on the way to you now, here is the new tracking number###.
But can you do me a favor to remove the bad feedback for me? :)
I apologize for the poor shipping,i promise this time,it wil come to you.
Can you remove it for me when the tracking number shows the package have on the way to you?is that ok?
I beg for this chance.
Thank you in advance.
Waiting for your updating...I'm always here to service you.Have a nice day:)
Yours Sincerely,
Vivo
骗补寄或者真的补寄 没有改的
Hi friend,
I feel so bad,i have keep promise and resend a new package to you,i thought you will help me when the package shipped,but i check it again today,why the bad feedback still in here?Why?
Please remove it for me as i resend a free package to you,my boss lost much,so if the bad feedback still in here,i will be blamed by him and also my salary will deduced due to this.
I really need your help now.
I beg you.
Do you know how to remove it?
Have a nice day！Best wish to you!
Vivo
缺货未收到，没有退款，直接建议退款或者补寄
Hello friend, i am so sorry for the poor delivery,but we indeed shipped your item out in time, maybe some accident happened in the long shiping way.While this is out of my control.Can you understand it?I am waiting for your information to resolve the problem for you.
How about refund full payment or resend a free new package to you as compensation ?Is that ok?
Waiting for your reply............
I am sorry, you gave me negative feedback before contacting me and giving no chance, let me solve the problem for you right before the bad feedback : (
I am an honest seller, all the problems that I do my best to solve them. Can you tell me what to do, so you are satisfied with our customer service? Thanks. Have a nice day!
Yours sincerely
Vivo
买家同意退款或者补寄，方法同缺货未收到退款的一样
买家同意移除可以开个case
Hi Amazon,
Greetings.
I'm sorry to bother you. After contacting with the buyer, the buyer agree to remove the feedback(We have email to the buyer and asked""Hi, could you please help to remove the feedback ?And the buyer mailed back to us"###") for us.
We have contacted with the buyer via phone, and the buyer does not have time to do that cause he is busy with something now. So could you kindly help me to remove the feedback as it is very harmful to my account:( Your understanding and kind help will be greatly appreciated.Thanks in advance:)
BR
Vivo
明显是好评的差评，并且买家 没有发邮件表示任何不满,比如；good, excellent,amazing
Hi Amazon,
Greetings.
I'm sorry to bother you. The buyer's feedback is a good review. He didn't show any dissatisfaction towards the transaction. So could you kindly help me to remove the feedback as it is very harmful to my account:( Your understanding and kind help will be greatly appreciated. Thanks in advance:)
BR
Vivo
明显是好评的中评，不可以直接移除
第一封邮件：
Hi friend, i am so sorry to bother you, i noticed you are not satisfied with the transaction in our store, could you kindly give me a chance?
And could you tell me the reason?
I am sorry, you gave me negative feedback before contacting me and giving no chance, let me solve the problem for you right before the bad feedback: (
I am an honest seller, all the problems that I do my best to solve them. Can you tell me what to do, so you are satisfied with our customer service? Thanks. Have a nice day!
Yours sincerely
Vivo
第二封邮件
Hi friend, i am so sorry to bother you again, i noticed you are not satisfied with the transaction in our store, could you kindly give me a chance?
As for compensation for this problem, we offer 3$ or give discount in next time, is that ok?
I really need this chance, Do you know the bad feedback is very very bad to me? Every bad feedback leave, my boss will give me only little salary, i only have 350$ a month, that's bad for me, i need it to support my family, to buy food for my little baby, why can't you understand me?
Wish you have good a nice day.
Vivo
Tips :
1，万一我们在和买家沟通留导致买家不满意，留下这样的评价“Thank you”,"ok""not happy"Horrible""等的中差评
可以换个身份，会有意想不到的效果哦
Hi dear customer，
i am so sorry to bother you,my name is Kelly,the new customer in Acevog,i noticed you are not satisfied with the transaction in our store so you leave a bad feedback to us.
I read all the message from you,your problem is the dress is too small,while our customer service Melissa only offer 20% to you as compensation,i think this is unfair to you,this is our fault,i do apologize.
Here is the good news, i have apply full refund for you from my boss and you NO NEED to return it.
Can you accept this offer and forgive us?
Wish you have good a nice day.
Vivo
2，买家不回复，装可怜，引起顾客同情
I really need this chance,Do you know the neutral feedback is very very bad to me?Every negative or netrual feedback leave,my boss will give me only little salary,i only have 350$ a month,that's bad for me,i need it to support my family,to buy food for my little baby,can you understand me?
3，如何多次开case
四，经验总结
客户问题：一定要站在客户的角度着想，看问题，解决问题。
表达方面：语气尽可能委婉，客气，有礼貌，切忌生硬，强制和语法错误。
心里素质：对待客户一定要有足够的耐心和忍耐力！一定要慢慢修炼！
来自 ’中差评处理心得分享‘
亚马逊客服部—朱芬
感谢分享
2018亚马逊找差评方法集锦： （ 百晓堂群内分享 ）
自从去年11月初亚马逊将后台订单的buyer id隐藏之后，不少的亚马逊卖家 都无法使用手动的办法或者使用工具进行差评查找了。很多刚推出的工具也直 接就被摧毁了，跟亚马逊对着干还真的是很不容易呀，但是为了销售，没有办 法。
事情过去了几周，伟大的程序员们又发现了亚马逊的新漏洞，可以通过这个漏 洞继续查找到差评并联系留差评的人员。这里为大家分享一下原理，并给大家介绍一下免费的查找到差评的方法。
方法一：发邮件找差评
原理：
首先亚马逊此次封锁的是后台订单的buyer id，让大部分的工具和买家无法找 到这个buyer id。于是达到了无法让卖家移除差评的目的。
所以我们的解决核心是把隐藏的 buyer id 找到。而找到 buyer id 的方法就是， 通过给买家发送邮件，在发送完邮件之后，在卖家后台sell central 的 message中有发送记录，这个记录可以通过查看源代码找到buyer id，并找 到该订单。
实现步骤：
第一步：收集reviewer id（同历史办法）
这个做法跟历史的做法是一样的，通过差评的名字链接，进入留评论者的 profile页面，复制图片链接，粘贴出来，可以获得reviewer的id
第二步：给下单用户发送邮件获得buyer id
这是最新找差评的最核心步骤，通过给亚马逊买家发送邮件，你可以获得每个 订单的buyer id，而这个buyer id就是亚马逊所隐藏的。手动发送邮件的方 式倒是没有试过。发送邮件需要使用到亚马逊API授权给第三方工具。目前大 部分的feedback索评工具都可以发送邮件，收费方式各不相同。
第三步：通过seller central的后台进行buyer id匹配。
完成邮件发送之后你可以在seller central后台的message中心查看到所有已 发送的消息，这些消息里面就藏着buyer id，通过查看消息中心的源代码，你 可以将收集到的差评的reviewer id（第一步收集的），和这里的buyer id进 行匹配，通过ctrl+F查找，如果有的话就会出现高亮，此时可以把对于的 buyer email拿到。然后就可以找到对应的order id，联系买家移除差评。如 果没有的话，直接点击下一页继续查找。订单少的卖家可以快速搞定，订单多 的可能会耗费比较长的时间。
注意：买家下单时间和留评论时间间隔过长，有可能导致找不到联系方式。
例如：A买家在9月份下单了进行购买你的产品，而在11月留下差评，但是 你知道这个方法之后开始给11月下单的买家发送邮件。那么因为A买家是9 月份下单的，你有可能就没有给A买家发邮件，所以你会找不到这个A买家留 差评的联系方式。
解决办法：给所有下过单的历史用户发邮件。
方法二：用Fusionzoom系列工具
具体操作方法：通过Fusionzoom ERP群发邮件功能（营销、索评邮件）给历 史订单自动发送邮件，次日使用Fusionzoom tools直接爬取订单里面的 buyer ID，之后在Fusionzoom erp直接匹配展示信息，只需要执行两步，发 邮件，爬数据，简单有效，轻松搞定。
方法三：可以不需要发邮件找到差评？
可以通过留差评买家的buyer name来进行订单查找。优点在于不用增加一个 发邮件的繁琐步骤。缺点是，如果你的订单量比较大，有可能会出现用户重名 的问题，导致订单重复。所以对于订单量小的用户，这个方法还是可以取的。
但是目前亚马逊后台并不支持使用buyer name来进行订单查找的。 amzfinder的buyer name搜索功能是免费的。
对于移除差评如有任何更好的方法也可以联系我们，及时更新，分享出来
