黑五網(wǎng)一過后，亞馬遜勢必掀起一番退貨潮，差評潮，對于賣家來說都是相當(dāng)棘手的問題。

前不久亞馬遜在賣家后臺的買家訂單詳情頁面上方，發(fā)布了新通知：

亞馬遜為了進(jìn)一步保護(hù)買家的個人信息，將不再顯示買家的姓名和配送地址！這樣的現(xiàn)象不僅出現(xiàn)在美國站、英國站和德國站，日本站的賣家也未能幸免。至此找買家刪差評變得更難了！

本篇整理了差評的專題內(nèi)容，希望可以幫助賣家更好的處理此問題。

賣家等級

1、賣家使用5星系統(tǒng)來反饋等級：

好評（Positive Feedback）：5星或4星

中評（Neutral Feedback）：3星

差評（Negative Fssdback）：2星或1星

2、亞馬遜采用以下公式計算賣家的反饋評分：

公式：反饋評分=好評總數(shù)/評價總數(shù)

備注：評價總數(shù)是按照最好30、90、365天或一直以來累積的計算。

例如，假設(shè)下面是某賣家各層次的評級分?jǐn)?shù)

好評總數(shù)（5星 4星）=90

評價總數(shù)（1星到5星累加）=100

反饋評分=好評總數(shù)/評價總數(shù)=90.0%

市場上刪差評的服務(wù)商靠不靠譜？

第一，服務(wù)商不一定可以刪掉差評，一定要先刪完再付款。

第二，有些黑心商家刪了差評，會盯上你，后面說不定會給你再上差評，讓你找到他（畢竟有成功的案例）。

第三，目前差評的權(quán)重在變大，原來一個差評可以上5個好評可以抵掉，現(xiàn)在可能要7-10個。

第四，最根本的還是要注重溝通技巧，了解國外人的思維模式與他們溝通，通過售后溝通有效果的解決才是根本。

第五，當(dāng)單量到達(dá)一定的量，差評必然會出現(xiàn)，盡量把能溝通解差評決掉就可以了，實在刪不掉留著也可以，顯得真實一點(diǎn)。

遇到亞馬遜差評如何回復(fù)客戶？

1.道歉并對客戶的不滿評論表示理解以及慰問

2.禮貌且專業(yè)的詢問客戶不滿之處以及產(chǎn)品的不足

3.表達(dá)樂意幫助、解決客戶問題：如換貨、退款

4.衷心的感謝以及突出客戶評論對自己的重要性，裝可憐，夸贊

記得！不管買家留下好評跟差評！首先先表明對對方愿意花時間寫下 Reviews 致謝（禮貌要有禮貌！有時后你愿意提供免費(fèi)商品給他，她還會跟 Amazon 檢舉你．．）

之后再開始表明對于 Reviews 差評的歉意與具體改善的方法（如真誠地道歉、提供退款），

之后就是展現(xiàn)客服的誠意，讓對方了解他的意見是被認(rèn)真重視的，給予顧客被尊重的感覺。（以下為參考模板），比較重要的是，千萬不可以跟買家協(xié)商：退款給您，但是請您留好評，這樣的字句在。

刪除差評聯(lián)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]

刪除差評聯(lián)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.

刪除差評聯(lián)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,

刪除差評聯(lián)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

刪除差評聯(lián)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,

如果買家愿意刪除差評，可以讓他按照以下步驟操作（以美國站為例）