亚马逊收到差评怎么处理(处理亚马逊差评模板)

在亚马逊平台上，客户评论直接影响着产品的销售表现和品牌形象。因此，当遇到不公正或错误的差评时，我们卖家需要掌握有效的策略来妥善处理。

01、确认差评是否可移除

要点（这一类主要是恶意差评）：– 确认差评是否包含不当言论、侵犯隐私、歧视、人身攻击等内容。- 差评是否与产品无关，如涉及价格、可用性或购买选项等。- 差评是否有明显的误导信息或虚假成分。- 是否为非验证购买（Not Verified Purchase）的评论。

英文模板：

plaintextSubject: Request for Removal of Inappropriate ReviewDear Amazon Review Team,I am writing to request the removal of a review that I believe is inappropriate and violates Amazon’s community guidelines. The review in question [describe the violation, e.g., contains offensive language, misleading information, etc.]. This kind of content is not only against Amazon’s policies but also harmful to my business.[Provide any additional details or evidence that support your claim.]Thank you for considering my request. I look forward to your prompt response.Sincerely,[Your Name][Your Seller ID]

02、正确回应差评

要点：– 积极而礼貌地回应客户的差评，展示解决问题的态度。

提供解决方案，邀请客户提供更多信息以便更好地服务他们。- 保持专业和耐心，避免与客户发生争执。

英文模板：

plaintextSubject: Addressing Your ConcernsDear [Customer’s Name],Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience you experienced with [product name]. We take your concerns seriously and would like to resolve this issue as quickly as possible.Could you please provide more details regarding [specific issue mentioned]? Additionally, we would appreciate if you could contact us directly at [your contact information] so we can assist you better.We value your satisfaction and hope to earn your trust back. Thank you for your understanding.Best regards,[Your Name][Your Company]

03、利用亚马逊官方渠道

要点：– 通过亚马逊卖家中心提交正式请求，包括但不限于报告侵权行为、反馈恶意评价等。- 使用正确的流程和渠道，确保请求被及时处理。- 提供详细的证据，如订单号、购买记录、通信记录等。

英文模板：

plaintextSubject: Reporting Malicious ReviewDear Amazon Seller Support,I am reaching out to report what I believe to be a malicious review targeting my product [ASIN]. The review appears to be from a fake account and does not reflect an actual purchase or experience with the product.[Include specific details and any supporting evidence, such as screenshots.]I kindly request that you investigate this matter and consider removing the review to protect both my business and the integrity of the Amazon marketplace.Thank you for your attention to this matter.Respectfully,[Your Name][Your Seller ID]

04、物流问题导致的差评

要点：– 明确指出物流问题是由亚马逊负责的FBA配送服务造成的。- 强调卖家已经尽力确保产品质量，问题出现在运输过程中。

英文模板：

plaintextSubject: Request for Removal of FBA Shipping Issue ReviewDear Amazon Support Team,I am writing to request the removal of a review that is solely related to shipping issues. The customer reported receiving a damaged package, which was shipped by Amazon’s FBA service.We have thoroughly inspected all our products before sending them to the Amazon warehouse, and they were in perfect condition at the time of shipment. Therefore, the responsibility lies with the shipping process.I kindly request that you investigate this matter and consider removing the review as it is not a reflection of our product quality.Thank you for your assistance.Sincerely,[Your Name][Your Seller ID]

05、买家账号问题

要点：– 如果买家账号是新注册的，可能涉嫌恶意评价。- 提供多个相似差评的证据，说明这些账号可能是竞争对手的恶意行为。

英文模板：

plaintextSubject: Reporting Suspicious Buyer AccountsDear Amazon Support Team,I am writing to report several suspicious buyer accounts that have posted negative reviews for my product [ASIN]. These accounts are newly registered and have posted multiple negative reviews within a short period, which suggests they may be engaging in unfair competition.[Include specific details and any supporting evidence, such as screenshots of the reviews and buyer profiles.]I kindly request that you investigate these accounts and consider removing the reviews to protect the integrity of the Amazon marketplace.Thank you for your attention to this matter.Respectfully,[Your Name][Your Seller ID]

06、评价错误的产品

要点：– 如果买家评论了错误的产品，明确指出这一点并提供证据。- 请求亚马逊调查并删除该评论。

英文模板：

plaintextSubject: Request for Removal of Incorrect Product ReviewDear Amazon Support Team,I am writing to request the removal of a review that was mistakenly left for the wrong product. The customer reviewed [incorrect ASIN] but left the review on [correct ASIN].[Include specific details and any supporting evidence, such as screenshots of the reviews.]I kindly request that you investigate this matter and consider removing the review as it is not relevant to our product.Thank you for your assistance.Sincerely,[Your Name][Your Seller ID]

07、人身攻击和歧视

要点：– 如果差评中包含人身攻击或歧视性言论，明确指出并提供证据。- 请求亚马逊调查并删除该评论。

英文模板：

plaintextSubject: Request for Removal of Abusive and Discriminatory ReviewDear Amazon Support Team,I am writing to request the removal of a review that contains abusive and discriminatory language. The review in question [describe the violation, e.g., uses offensive language, makes discriminatory remarks, etc.].[Include specific details and any supporting evidence, such as screenshots of the reviews.]This kind of content is not only against Amazon’s policies but also harmful to our business. I kindly request that you investigate this matter and consider removing the review.Thank you for your attention to this matter.Respectfully,[Your Name][Your Seller ID]

08、违反价格政策的评论

要点：– 如果差评涉及价格、可用性或购买选项等与产品本身无关的内容，明确指出并提供证据。- 请求亚马逊调查并删除该评论。

英文模板：

plaintextSubject: Request for Removal of Price-Related ReviewDear Amazon Support Team,I am writing to request the removal of a review that violates Amazon’s policy on price-related comments. The review in question discusses the price, availability, or purchase options of the product, which is not relevant to the product itself.[Include specific details and any supporting evidence, such as screenshots of the reviews.]This kind of content is not only against Amazon’s policies but also misleading to other customers. I kindly request that you investigate this matter and consider removing the review.Thank you for your assistance.Sincerely,[Your Name][Your Seller ID]

同时为了避免触犯亚马逊的政策，以下敏感词汇，在与亚马逊和客户沟通时应避免使用：review、feedback、rate、update、value、adjust、modify、valuate、change…..