Feedback和Review的区别:
1.Feedback影响的对象是店铺,特别是自发货的1-2星的feedback过多会导致店铺订单缺陷率过高,从而自发货权限被暂停,要提交行动计划去申诉。
2.Review影响的对象是产品链接,一般来说,1-2星是差评,3星是中评,4星和5星是好评,但由于评分对链接的作用非常大,卖家都会尽量要求得到的评价是5星。所以有的公司只要不是5星都会想办法去联系客户看能不能变成5星;有的公司就是4星以下的才会去处理。需要根据自身情况去衡量。
一、关于Feedback(4星以下全删,包括3星)
亚马逊仅在以下情况下删除反馈:
-反馈包含污言秽语。
-反馈包含卖家个人身份信息。
-整条反馈评论是商品评论。
1. 首先,按照正常步骤,提交亚马逊反馈评价器进行移除。

PS:提示没有移除成功的话:
-打开后台case,找到这个订单提交反馈评价器开的case(5天之内,超过5天无法重开case)。
-点击“获取帮助”–“我需要有关此问题的更多帮助”,进入这个case的回复,写英文邮件,阐述产品的反馈是整条包含商品评论或者是亚马逊配送的服务问题导致客户的差的FEEDBACK等(一定要一针见血不能含糊地指出这条feedback违反了哪条规则),发送。这个时候,这个case就是进入人工审核的阶段了。一般如果符合删除反馈的要求人工是可以删除的。
提交了以下内容后,得到回复,已经删除。
(以下话术仅供参考,需根据客户实际问题改写)
Dear Amazon Team,
Greetings.
We fully respect the rights of the customer to share their shopping experience.
However, according to feedback and review guidelines,
this comment should be put in the product review part, not feedback.
It was fulfilled by Amazon and we have double-checked the item situation before shipping to the Amazon warehouse.
If the customers aren’t satisfied with the item, she can contact Amazon to get a free new replacement or get a refund.
Please help us to investigate this issue and remove the improper feedback.
Thanks in advance.
删除成功啦~

二、关于Review
首先看到差评内容先看内容属于哪个产品(SKU),买家名称,留评时间,profile(有无联系信息,留评数量,频率,判断是不是恶意差评)
a.正常差评
路经:订单-筛选SKU,再Ctrl+ F输入留评者姓或名去大致判断联系,联系客户时尽量给出解决方案,注意不要直接出现退款删差评等敏感字眼。

(之前是可以通过数据报告—库存和销售报告—下载销售额项下的“亚马逊配送货件”报告-把txt. 文件内容复制到Excel 后筛选SKU,再Ctrl+ F输入留评者姓名反选得出订单号,但此方法已失效,2021年大概4月份左右配送货件就不显示买家姓名。并且取消了comment功能)
b.恶意差评解决方法:联系亚马逊客服
如果在评论中发现客户有使用了和平台规则相悖的表达,或者查看买家的个人简介找到了买家恶意攻击的证据,把这些证据整理出来,联系亚马逊客服进行申诉。千万别没有逻辑和章法的说自己是冤屈的,平台客服很忙,他们往往只看证据。
可以要求亚马逊移除差评应符合以下条件:
1.评价中包含淫秽和猥亵的词汇,影响平台和谐的评论;
2.评价中包含了卖家私人信息,如邮箱、电话号码、全名等信息;
3. 买家威胁不满足其要求就给差评,我们可以将这样的对话截图给亚马逊;
4.由亚马逊引起的产品储存、包装、运输和客户服务问题,亚马逊的锅卖家可以不背;
5.包含促销信息,包括其他卖家的店铺链接、评论都被视为不当评价。
路径:后台-帮助-products, listings or inventories-product reviews(英文页面下)
Contact reason- Please remove this unfair review
Issues:
Dear Amazon Team,
Greetings. (陈述为什么要删除这个差评的理由,违反了哪些政策,附件放证据);陈述理由后,按以下要求的填写后发送:
ASIN or ISBN of the product:
Title of the review:
The name of the reviewer:
The date of the review as it appears on our website:
The direct link to the review/post (click the ‘Comments’ link after the review, and copy/paste the URL that displays in your web browser:
Required action: remove this review
Thanks.
这种情况下的case回复状态都是已转发,可以关注邮箱是否有通知邮件或者页面差评是否有消失(周期7天)
其他方法
1.产品质量有信心的产品,在客户收到产品的5-30天内,点Request a review, 增加评论稀释差评。
2.或者各种增加好评的方法,嗯,自己思考…
(向上滑动启阅)
亚马逊官方指导买家关于评论操作的步骤:
引导买家留Feedback步骤(To leave feedback for an order:)
1.Go to http://www.amazon.com/feedback
2.Go to Your Orders(#订单号), and then click Leave Seller Feedback.
3.Find your order and then select the options that best reflect your experience.
Click Submit Feedback.
Note: It can take up to 3 days after the order is completed or canceled for the “Leave seller feedback” button to appear next to the order in Your Orders page.
You have 90 days from the date of your order to leave your rating and comments.
引导买家移除Feedback步骤(To remove third-party seller feedback:)
1.Go to Your Submitted Feedback .
2.Go to Your Account and click Seller Feedback Submitted by You under Personalization.
3.Click Remove link next to the feedback you would like to remove.
引导买家留评步骤:(To submit a review:)
1.Go to the product detail page for the item.
2.If you’ve placed an order for the item, you can also go to Your Orders
3.Click Write a customer review in the Customer Reviews section.
4.Select a Star Rating. A green check mark shows for successfully submitted ratings.
(Optional) Add text, photos, or videos and click Submit.
引导买家改评步骤:(To edit a review:)
1.Go to Your Profile.
2.Choose the review you want to change in the Community activity section.
3.Edit or delete your review, as required.
You can also hide it by selecting Hide on my profile from the three-button overflow menu.
引导买家取消A-Z步骤(Cancel a Request for A-to-z Guarantee Refund)
1.Go to Your Orders
2.Locate your order in the list and select Problem with order.
3.Select Cancel request.
4.Enter your comments in the text box.
5.Select Submit.
写在最后:
1.联系客户修改评论是不被亚马逊允许的行为,所以沟通中不要出现删除评论等;
2.联系得上顾客时,尽量先替客户解决问题,提供让其满意的解决方案,判断客户改差评的可能性,再暗示其能不能更新购物体验。一上来就要求客户改评才退款或者换货的操作,遇上个死心眼的客户,分分钟就有可能被举报操纵评论。
以上。
本文来源可爱的肥油, 微信公众号:可爱的肥油
各类吐槽,吃货分享,偶尔文艺,偶尔疯子,年少时光,一起撒欢