亚马逊卖家如何写email请求移除差评feedback

找到差评订单号后,则可以按照以下的方式联系买家

1. 联系顾客移除差评时,我们一般都会给他们提供重发或者退款,这个时候不太建议大家表达:

how about we refund you full money (resend you new item again),could you please remove (cancel )the negative feedback for us?
(我们给您退款或者重发,帮忙移除一下差评。)

大家可以参考这样的邮件内容

“我们给您退款怎么样? 您接受我们这个解决方案吗?我们一直都是以提供最好的服务给顾客为宗旨的,对于顾客的问题我们也是会第一时间解决,请问现在您对我们的解决方案感到满意吗?如果满意的话,请问是否可以改变对我们店铺的不好的言论呢?”

How do we give you a refund? Do you accept our solution? We have been to providethe best service to the customer for the purpose. Of the customer’s problem, wewill be the first time to solve. Will you now satisfied with our solution? Ifsatisfied, may I ask if you can change the bad remarks about our shop?

(要引导顾客认为确实是因为我们提供了满意解决方案之后,对我们的服务感到满意了,然后由衷的帮我们撤销的这个差评,亚马逊检测我们邮件内容时候也会相对安全),如未收到, 前面先解释一下,然后提供解决方案:

“Since thepackage got lost, we will be responsable for that. How about we refund you fullmoney back as compensation? Are you satisfy with that? Really hope will besatisfied with our service and solution. As a new seller, your comments reallydo harm for us, for the worst result, we might possibly be closed by Amazon.For your problem, we surely would like to offer a satisfying solution responsibly.So Could you please kindly change or reconsidered the comments XXXX(评论内容) for us?vWeeagerly need your kindness and help. It really means a lot to us. Thanks inadvance.”

另外,当我们已经退款或者重发给顾客之后,再次联系顾客时,禁止直接说“我们已经退款了,您可以帮我移除一下评价吗?” 而是

We have provided you with a solution and havealready implemented it, do not know if you have received it ? We have been toprovide the best service to the customer for the purpose. Of the customer’sproblem, we will be the first time to solve. If satisfied, may I ask if you canchange the bad remarks about our shop?

任何时候都需要在解决方案和希望移除差评之间加上一些话。

2.联系顾客先关闭纠纷的时候,也是需要在提供解决方案之后,也需要加上这段话,我们一直都是以提供最好的服务给顾客为宗旨的,对于顾客的问题我们也是会第一时间解决,请问现在您对我们的服务感到满意吗?如果满意的话,请问是否可以帮我们 withdraw theclaim 呢?

总之,亚马逊禁止在邮件内容中直接要求买家修改或者移除差评,而是需要委婉得来。

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