实用干货大全!2019亚马逊最全处理差评方法汇总!
跨境知道 2019-12-05 11:52:00
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黑五网一过后,亚马逊势必掀起一番退货潮,差评潮,对于卖家来说都是相当棘手的问题。

前不久亚马逊在卖家后台的买家订单详情页面上方,发布了新通知:

360截图20191205105509810.jpg

亚马逊为了进一步保护买家的个人信息,将不再显示买家的姓名和配送地址!这样的现象不仅出现在美国站、英国站和德国站,日本站的卖家也未能幸免。至此找买家删差评变得更难了!

本篇整理了差评的专题内容,希望可以帮助卖家更好的处理此问题。

卖家等级

1、卖家使用5星系统来反馈等级:

好评(Positive Feedback):5星或4星

中评(Neutral Feedback):3星

差评(Negative Fssdback):2星或1星

2、亚马逊采用以下公式计算卖家的反馈评分:

公式:反馈评分=好评总数/评价总数

备注:评价总数是按照最好30、90、365天或一直以来累积的计算。

例如,假设下面是某卖家各层次的评级分数

好评总数(5星+4星)=90

评价总数(1星到5星累加)=100

反馈评分=好评总数/评价总数=90.0%

市场上删差评的服务商靠不靠谱?

第一,服务商不一定可以删掉差评,一定要先删完再付款。

第二,有些黑心商家删了差评,会盯上你,后面说不定会给你再上差评,让你找到他(毕竟有成功的案例)。

第三,目前差评的权重在变大,原来一个差评可以上5个好评可以抵掉,现在可能要7-10个。

第四,最根本的还是要注重沟通技巧,了解国外人的思维模式与他们沟通,通过售后沟通有效果的解决才是根本。

第五,当单量到达一定的量,差评必然会出现,尽量把能沟通解差评决掉就可以了,实在删不掉留着也可以,显得真实一点。

遇到亚马逊差评如何回复客户?

1.道歉并对客户的不满评论表示理解以及慰问

2.礼貌且专业的询问客户不满之处以及产品的不足

3.表达乐意帮助、解决客户问题:如换货、退款

4.衷心的感谢以及突出客户评论对自己的重要性,装可怜,夸赞

记得!不管买家留下好评跟差评!首先先表明对对方愿意花时间写下 Reviews 致谢(礼貌要有礼貌!有时后你愿意提供免费商品给他,她还会跟 Amazon 检举你..)

之后再开始表明对于 Reviews 差评的歉意与具体改善的方法(如真诚地道歉、提供退款),

之后就是展现客服的诚意,让对方了解他的意见是被认真重视的,给予顾客被尊重的感觉。(以下为参考模板),比较重要的是,千万不可以跟买家协商:退款给您,但是请您留好评,这样的字句在。

删除差评联系模板一

Dear [名字],

Thank you for purchasing with us.

I would like to personally apologize for your experience with our [PRODUCT].

We strive to offer the 100% satisfaction for all our customers and will do

whatever it takes to make you happy.

We would be happy to send you a replacement or issue you a full refund.

Please contact us directly at [YOUR EMAIL] to resolve this issue for you.

Thank you for giving us the opportunity to make this right

Sincerely,

[YOUR NAME]

删除差评联系模板二

We are the newly established small business, we contribute to provide the best service and upgrade our product all the time. Customer's review has a direct impact to our business. I hope you can change or cancel your assessment for us , because your assessment is very important to us. Hope you can understand.

We are not US seller, we sell on amazon and serve for you, and we need a good reputation, we need make money to feed kids and our family, so please dont worry about the after-sale service,

you can contact us at any time for any issue.

删除差评联系模板三

Dear [名字]

I see you ordered a XXX from our store, from your review, I understand that you are not satisfied with the product, I'm really sorry for that.

As a reliable seller on Amazon, we always do our best to provide good quality products as well as

excellent service to our customers. So when I see your review, I feel very sad.

Here I contact you want to do something to make up for you. Our company policy is 100% refund for any unsatisfactory order or customer, so if you agree, we'd like to give you a full refund for it, do hope this shopping experience don't make you too much uneasy feeling.

As a new seller, we respect every customer with thanking, we cherish every review, and do hope

you can re-consider and help to update the review to 4 or 5 stars at your convenience, is that ok? We also will update the product description about the size clearly.

Look forward to your reply.

With best regards,

删除差评联系模板四

Dear [名字],

We noticed that you just left us a review. We are terribly sorry that you are not

100% satisfied with your purchase May I ask if there is anything wrong?

Please simply write back and let us know how we can help. I personally promise

that I will respond as soon as possible and that we will do our best to make sure

you are 5 out 5 stars happy with our products and service. Your review is very

important to us. Hope you can understand and give us a chance to do it right

and make up for you :)

Thank you again for your understanding and continuous support.

Have a good day! Support Team

删除差评联系模板五

Dear xxx,

Good day.

We are so sorry to see the negative review without receiving any emails  from you. So sorry for that our usb endoscope not able to meet your requirements, please accept our sincere apology.

We have keep it and feedback it to our Research and Development department, and we will progress it on quality on our new Generation. Once we launch a new Generation, we would like to inform you and keep one for you for free!

By the way, we would like to issue full refund for your order. Is it possible for you to update your review, it will help us a lot for a small Amaozn seller. Thanks a lot. Awaiting for your reply.

Wish you a amazing day!

Best Regards,

如果买家愿意删除差评,可以让他按照以下步骤操作(以美国站为例)

登陆亚马逊官网http://www.amazon.com/,在右上方点击You Account。

选择Your Orders。

下拉右边的日期范围选择订单日期,然后点击GO。

找到订单位置,在左侧Order Placed日期下点击View Order Details查看订单详情。

页面拉到Your Seller Feedback,点击Remove。

选择一个移除评价的原因,点击Remove Feedback移除评价。

备注:买家将有90天评价期限和60天的移除期限。如果评论旁边没有Remove(删除)按钮,说明60天移除期已过。

如果是竞争对手的恶意差评,有这几点常规处理方法:

1)尽快整理并提供各种证据:采购订单、发票,以及品牌授权佐证文件,证明产品是正品,不是假货仿货;

2)向亚马逊卖家平台开case或直接用邮件进行申诉,并举报。集中的、连续性被差评,可以向亚马还说明是竞争对手的恶意打击,请亚马逊提供帮助;

3)亚马逊受理后,通常会根据这些竞争对手的历史购物记录,IP信息,购物路径,过往的Review等信息来进行判断,卖家要向亚马逊说明你的Listing因此所导致的损失等等,并注意加紧跟进处理过程,以期亚马逊加快处理进度;

4)需要尽快增加订单、好评Review,多点击一些5星的helpful等等,尽力将损失降到最低。

总之当一款产品差评不断的时候,除了采取快速措施删除差评,我们更应该考虑的是这款产品值不值得做,要怎么改良,评论维护成本是否过高,找到差评的根源。

来源:跨境电商达人张

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