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亚马逊作为跨境电商平台,经营过程中难免会遇到一些不满意的买家留下差评的情况。那么,如何有效地处理这些差评,最大程度地降低其对店铺的影响呢?本文将为您分享一些处理亚马逊差评的技巧和相关的邮件回复模板。
1. 邮件标题尽量直接
2. 邮件主旨简介明了,买家收到邮件时一目了然
3. 邮件内容分为:致歉-改正态度/措施-感谢买家建议
以下为参考模版:
邮件标题:
Regarding your AMAZON.COM order feedback with 店铺名称
邮件内容:
Dear Customer,
You recently left us a negative feedback regarding your order placed with 店铺名称on AMAZON.COM. We are sorry about the inconvenience.
Please kindly provide us with the SKU number under the bar code label >
Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.
Sincerely yours
店铺名称 Customer Service Team
1. 邮件标题尽量直接
2. 邮件主旨简介明了,买家收到邮件时一目了然
3. 重点表达谢意,感谢对方写Review,让对方感知自己的建议是被重视的
4. 千万不要在邮件里面提到删评返现、删评退款等
以下为参考模版:
邮件标题:
Regarding your Amazon Product Review
邮件内容:
Dear Customer,
Thank you for your purchase and taking the time to write a product review. We are terribly sorry to hear the product you received is defective and would like to know if we can send you a free replacement or assist you with a refund.
Customer reviews is important to us and we value your response. All responses will be used to further improve the quality of our service and products.
Please let us know how we may assist you to resolve the issue you have experienced.
Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.
Sincerely yours
店铺名称 Customer Service Team
在上面删除负面评论的邮件里面,可以附上操作流程:
1. Your Account > Your Orders
2. 在Personalization 买家可选择要对 商品评论（Product Reviews）还是卖家评级 （Seller Feedback）来做修改。
请注意:Product Reviews 随时可以编辑,因此要对买家好一点,以免他们回来改成差评!
3. 选择要做修改的评论,看买家决定是要修改还是移除。
4. 此处建议,可以委婉的让卖家移除评论,毕竟改评论是一个反反复复的过程
