如何处理亚马逊店铺来差评了
应对亚马逊店铺差评攻略
我们都知晓，亚马逊的评价对于推新品极为关键，新品遭遇差评，会直接影响亚马逊对账号的判定，进而影响产品的销量与曝光，可见 Review 的重要性不言而喻，故而必须高度重视 Review。当产品收到差评后，我们需先区分差评性质，是正常买家给予还是竞争对手或同行恶意为之。
一、恶意差评
其差评内容脱离产品本身，多包含辱骂、威胁等。
应对措施：
1.前往商品评论页面，在评论下点击报告滥用情况进行举报；
2.发送邮件给 Amazon，反馈差评位置及滥用差评原因；
3.通过卖家后台举报，依次选择【卖家后台】→【获得支持】→【联系我们】→【我要开店】→【其他问题】→【举报违规行为】。
二、正常差评
首先要判断产品是否存在质量问题，需对产品有一定了解，若产品有质量问题，即便此次差评解决，也难保证下次无差评，所以要正视质量问题，若该质量问题无法完善，争取在差评不多时尽快清理库存。
应对措施：
1.联系买家删除。
通过买家账号信息查找联系邮箱，发邮件协商并提供解决方案，如退款或换货等，具体根据买家评论内容及诉求确定，切记邮件中不可请求删除差评等违规话语。
邮件模板 1：
Dear XXX
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]
邮件模板 2：
Dear XXX
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.
We also will update the product description about the size clearly.Look forward to your reply.With best regards.
2.拆除合并变体。
若产品有 ABC 三个变体，A 变体获差评，先将该变体从链接中拆分；若产品为单个变体，可将其合并至类似且评论多的老链接中。
3.首页无差评。
联系买家号点击 Helpful，提高好评权重使其置顶首页，降低差评被买家看到几率，但要适度操作，异常点赞会被视为违规。
4.稀释差评。
亚马逊通过平均分计算产品评分，可增加评论降低差评对产品 Review 权重，提高整体评分。
5.请求 Amazon 删评论。
若因买家个人原因如不会使用产品或误评等，可发邮件请求删除。
邮件模板 3：
Dear Amazon,
This review regards to asking the functions about the product,maybe the buyer does not know where to ask about it
He should ask in ""QA""or email to the seller,not leaving a bad review here for us,so it is very fair
for we seller
Please investigate it, and help us to remove it. Thank you
三、预防再次差评
1.若为正常差评，分析原因，若是服务或产品质量问题，及时反馈给产品开发人员以便改进。
2.若因产品使用复杂致买家不会使用而获差评，需做 Q&A、操作视频并置顶以指导买家使用。
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