外貿跨境電商亞馬遜賣家運營負責人看過來：匯總客服去差評技巧及英文模板

客服回復主題

1.應該在 QA 問（有 vp 或者沒有 vp 都可以嘗試，比如買家問這個產品有沒有某個功能的。）

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

2.很滿意，但是給差評（如果買家留 1 星 2 星，可以去掉，但是 3 星很難去掉）

Dear amazon

This is review, we though that the buyer left with wrong star

""Qualità prezzo ok

Carino. Il tuch é buono e la sincronizzazione di rubrica messaggi e notifiche é veloce, una volta che si è scaricata l app

Buon prodotto. Consegna perfetta""

The content of this review,all aspects are positive,but he left us with only 3 star,

Maybe the buyer is too excited to click with the wrong star by accidentally.

Please investigate it and help us to remove it.

Thank you

3.收到產品是裂的（亞馬遜配送，你可以適當在郵件說產品，包裝壞得很嚴重，是亞馬遜的 責任）

Dear amazon

This is review,the buyer said that she received the Scratches one,and the package was broken,so

we though the package was damaged when amazon ship it.

Cause the package was shipped by amazon,so amazon will be responsible for it.

We checked all of our products very carefully before shipping to amazon warehouse,so the

product is good when we shipped it.

Please investigate it and help us to remove it. Thank you

4.二手貨Dear amazon

This is review,the buyer said that she received the Scratches and the used one,and the package was broken,so we though the package was damaged when amazon ship it.

And the item must be the returned product by other buyer,Amazon did not check the returned

item carefully,and put the returned item to the sellable warehouse.

So this buyer received an used product.

Cause the package was shipped by amazon,so amazon will be responsible for it.

We checked all of our products very carefully before we shipped the products to amazon

warehouse,so the product is good when we ship it.

Please investigate it and help us to remove it. Thank you

5.差評帶有侮辱性的語言

The comment includes obscene language, please remove it, thank you.

Dear Amazon Team

The customer review includes obscene language. Every buyers have the right to review product, but i don't think that he should use foul language, it can't meet the guideline of the review policy from amazon

The content of review: "只截取臟話部分"

Please investigate it and help us to remove it.

Thank you

Best Regards

6.沒有 vp（比較難去，可以嘗試）

Dear Amazon Team

I found all orders and can't find this order, the reviewer never buy it and use the product, this is a malicious comment, please help me remove it. Thank you in advance.

Best Regards

7.不會使用的（如 331 不會啟動）

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 unfair

for we seller.

Please investigate it, and help us to remove it.

Thank you

8.留評錯的差評 （這個情況較少見，他在我們店鋪和其他賣家那里留內容一模一樣的差評，但我們沒有vp，其他賣家那里有 vp）

Dear amazon

This is review,we though that the buyer left in the wrong link.

The 2 reviewers for the 2 links are all the same,

The buyer left the review in our product link,there is no ""Acquisto verificato"",but he left in another store link,there is ""Acquisto verificato"",so we thought that the buyer left the review in the wrong link,and realised that he did it wrong,so he reviewed to the correct link again,so for other store link,there is ""Acquisto verificato""

1.Here is our link:

https://www.amazon.it/gp/customer-reviews/R3ARNY492G1KHW/ref=cm_cr_getr_d_rvw_ttl?ie =UTF8&ASIN=B073XZD3PF

2.Here is another link(with ""Acquisto verificato"",the buyer should left his review in this link,not ours)

CORREZIONE FEEDBACK non funziona con huawei p9 lit...

UTF8&ASIN=B071955B43

Please check the attachment.

Please investigate it and help us to remove it. Thank you

溫馨提示:

如果客服部幫忙刪掉，就隔一兩天再開 case，遇到不同的客服可能就去掉的。

這些 review，每次開了 case 之后，直接 copy 到一個文本上，下次開 case 直接復制上去， 不用一次次填

如下：（下次開 case 直接 copy 就好了）

ASIN or ISBN of the product:B01LZE2PKP---去掉了

Title of the review:Da non comperare

The name of the reviewer: Paolo

The date of the review as it appears on our website:16 settembre 2017

The direct link to the review /post (click the 'Comments' link after the review, and copy/paste the URL that displays in your web browser:

https://www.amazon.it/gp/customer-reviews/RMQID9LA90Y8K/ref=cm_cr_srp_d_rvw_ttl?ie=UT F8&ASIN=B01M01NX1P

Required action:

Dear Amazon Team,

The comment includes obscene language, please remove it, thank you

Best Regards

游泳功能

This comment is a question to our products. Customer is asking how does the swimming function

work. It shouldn't be a product's review. It is just a question. Customer left the wrong position. Also, we have answered his question by comments and email. Please remove it. Thanks

誤導消費者

mislead other consumers

沒有充電器

Required action:

As the review the customer complain that it is no charger,however,in fact,for this fitness tracker,our accessories without charger ,because it is no need the charger to charge,the correct charge way:use the usb port of a computer or power adapter connected to the socket Wall

And please check with the attachment,The charge way we have clearly described in our user

manual and product page.so it is no our product problem,it is the customer not read the information about the user manual and product page

So please help us remove it,this review is unreasonable and it will mislead the other purchase

customers.

違反價格政策

Dear Amazon

This review violates the amazon policy about"Comments on pricing, product availability or

purchase options are not related to the product and should not be shared in Customer Reviews or Customer Questions and Answers."

It is no fair for us, and it will also mislead the other buyers, please check it and remove it, thanks!!!

沒有 vp，惡意差評

Dear Amazon Team

This customer review without Verified Purchase, I found all orders and can't find this order, the

reviewer never buy it and use the product, it is no base on a honest opinions and experience, this is a malicious comment, it is no fair for us, and it will also mislead other customers, please check it and help me remove it. Thank you in advance.

Best Regards

沒有充電器 沒有 vp

Dear Amazon, the customer complained that there is no charger in the package, but, in fact, our fitness tracker doesn't need a charger to charge it, it can be charged directly, we have also mentioned it on our listing

Another concerns, we found that the order is without verified purchased, and we also cannot

find this order, so the buyer must leave a wrong review on our product. It is no fair for us, the customer review is no base on a honest and real experience, please remove it , thanks!

物流問題

Hi, the customer review is all about shipping, and the order is shipped by Amazon, it is no fair for us, please remove it, thanks

找不到訂單 競爭 對手

Dear Amazon,

Sorry to bother you, however I can't find this order even found all the orders.The reviewer never buy ut and use the product,this is a malicious comment, it must be from the competitor, so unfair

for us.

Pls kindly help us to remove it. Highly appreciated for your help. Best regards

（來源：大寶站外推廣）以上內容屬作者個人觀點，不代表雨果網立場！本文經原作者授權轉載，轉載需經原作者授權同意。

（來源：大寶站外推廣）