亚马逊卖家如何申诉不符合规定的中差评

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当卖家店铺收到客户差评时,先不要慌,首先我们要清楚那些差评是不符合亚马逊规则的?针对不符合规则或者恶意差评是可以向亚马逊申请移除的。那么我们跟大家想分享的是:当卖家觉得客户留下的差评是不符合上述平台规定时,我们怎么样操作申诉?申诉的步骤是什么呢?

 找到联系客服入口(Contact Seller Support

 

 选择 Selling on Amazon

 

 选择Customer Feedback

 

 输入涉及中差评的订单号

 

经验感觉移除中差评还是比较轻松的,平均移除成功率在70%-80%左右,只要仔细的查看客户的三项问题是YES 还是NO,然后看下从他的Comment 里面表现出那方面的不满意,然后针对客户的结论避重就轻的编写想要移除此差评的原因。当然这也有很多的人为主观因素在里面,不同的亚马逊客服对于同一个Case 的处理结果也是不同的;甚至有些卖家朋友跟我们反映,卖家整个店铺的好评率貌似也会被客服们作为一个参考。(大家后期操作差评移除时可能会碰到一种情况:刚提交差评移除申请,没过两分钟亚马逊系统就提示差评被成功移除,这种情况我们猜测应该是亚马逊系统进行审核的移除)

差评的移除申请提交以后,请大家务必要关注亚马逊邮箱(或者后台的Manage Your Case Log),无论这个评价有没有移除,亚马逊都会发一封邮件到我们的亚马逊邮箱将最终判定结果告知卖家。如果差评被成功移除,买家也会收到一封通知邮件,买家有权利再次给该订单留评... ... (我们自己操作经验是:被移除的差评很少有买家因为不服气而再次留差评的,即使这个买家对订单非常不满意 )

我们在Additional Information 里面是这么写的:

The item was correct as described, the buyer answered Yes to the feedback questions, the order was also fulfilled on time and of good quality. The feedback seems not to be an appropriate entry and unfair to sellers, we thought customer didn't give a right rating. Can this be revised or removed? since the entire entry is not an appropriate feedback. Please investigate this case!

提交后20分钟内,我们收到了如下的回复:

Greetings from Amazon Seller Support.

Thank you for bringing this matter to our attention.

I have confirmed that the feedback you submitted for order ID 115-9600741-16514 our review was in violation of our feedback guidelines. Since the item was delivered within EDD. The buyer left the feedback after item delivered. I also checked there was no communication happened between the buyer and seller. Therefore, we have removed the inappropriate entry and we have removed the rating so it will not affect your performance.

Thank you for your understanding.

We love our sellers! Let us know how we did:

Were you satisfied with the support provided?

Click here for yes:

http://sellercentral.amazon.comxxxxxxxxxxxxxxxxxxxxxxxx


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