本篇整理了差評的專題內容，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/評價總數

備注：評價總數是按照最好30、90、365天或一直以來累積的計算。

例如，假設下面是某賣家各層次的評級分數

好評總數（5星+4星）=90

評價總數（1星到5星累加）=100

反饋評分=好評總數/評價總數=90.0%

遇到亞馬遜差評如何回復客戶？

1.道歉并對客戶的不滿評論表示理解以及慰問

2.禮貌且專業的詢問客戶不滿之處以及產品的不足

3.表達樂意幫助、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），之后就是展現客服的誠意，讓對方了解他的意見是被認真重視的，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商：退款給您，但是請您留好評，這樣的字句在。

刪除差評聯系模板一

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 dowhatever 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>you can contact us at any time for any issue.

刪除差評聯系模板三

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>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 hopeyou 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,

刪除差評聯系模板四

Dear [名字],

We noticed that you just left us a review. We are terribly sorry that you are not100% 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 promisethat I will respond as soon as possible and that we will do our best to make sureyou are 5 out 5 stars happy with our products and service.

Your review is veryimportant to us. Hope you can understand and give us a chance to do it rightand make up for you :)

Thank you again for your understanding and continuous support.Have a good day! Support Team

刪除差評聯系模板五

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>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）

登陸亞馬遜官網 在右上方點擊You Account。選擇Your Orders。下拉右邊的日期范圍選擇訂單日期，然后點擊GO。找到訂單位置，在左側Order Placed日期下點擊View Order Details查看訂單詳情。頁面拉到Your Seller Feedback，點擊Remove。選擇一個移除評價的原因，點擊Remove Feedback移除評價。

備注：買家將有90天評價期限和60天的移除期限。如果評論旁邊沒有Remove(刪除)按鈕，說明60天移除期已過。

如果是競爭對手的惡意差評

有這幾點常規處理方法

1）盡快整理并提供各種證據：采購訂單、發票，以及品牌授權佐證文件，證明產品是正品，不是假貨仿貨；

2）向亞馬遜賣家平臺開case或直接用郵件進行申訴，并舉報。集中的、連續性被差評，可以向亞馬還說明是競爭對手的惡意打擊，請亞馬遜提供幫助；

3）亞馬遜受理后，通常會根據這些競爭對手的歷史購物記錄，IP信息，購物路徑，過往的Review等信息來進行判斷，賣家要向亞馬遜說明你的Listing因此所導致的損失等等，并注意加緊跟進處理過程，以期亞馬遜加快處理進度；

4）需要盡快增加訂單、好評Review，多點擊一些5星的helpful等等，盡力將損失降到最低。

總之當一款產品差評不斷的時候，除了采取快速措施刪除差評，我們更應該考慮的是這款產品值不值得做，要怎么改良，評論維護成本是否過高，找到差評的根源。（來源：站外速推）

以上內容屬作者個人觀點，不代表雨果跨境立場！本文經原作者授權轉載，轉載需經原作者授權同意。

（來源：站外速推）