【兜是干货】差评不会回复？这儿有模板！- 大数跨境

做电商难免会遇到一些不讲理的买家

尤其是做跨境电商的

有时候常常会遇到脑回路十分清奇的老外

比如：

为了应对少数差评，平时就要多积累好评，把差评的影响弱化掉，同时把一星差评洗到Listing最下面，别让负面评价在亚马逊评价最上面。

以下是货小兜整理的一些请求买家移除差评和请求亚马逊移除差评的邮件模板，欢迎各位卖家收藏使用。

移除差评

邮件标题直接简洁

邮件主旨简介明了，买家收到邮件时一目了然

邮件内容分为：致歉-改正态度/措施-感谢买家建议

参考模板

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

邮件标题

移除负面评价

尽量直接

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

千万不要在邮件里面提到删评返现、删评退款等

参考模板

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

移除feedback步骤

（买家答应移除但不知道怎么操作）

参考模板

Hi,dear friend,

Thanks for your kindness and understanding.

We have refunded you full,pls check your amazon account.Please contact us if you have any concerns.

Maybe you can go to the page at the below to help us:

http://www.amazon.com/gp/help/cu...odeId=537774#remove

or Please as these step-by-step instructions help us remove your feedback:

1.Go to Amazon.com and click Your Account in the upper right hand corner.

2. Click Your Orders.

3. On the right, select a date range from the Date drop-down box. Click Go. A list of orders appears.

Hi, dear friend.

4. Locate your order and click View Order Details in the left-hand column, under the Order Placed date.

5. Scroll down to Your Seller Feedback and click Remove. The Remove Feedback page appears.

6. Select a reason for removing the feedback, and then click Remove Feedback.

We apologize for any inconvenience.

Your understanding is greatly appreciated.

Thanks ! Best wishes for you !

Sincerely,

Nikki.

What can I do about incorrect negative feedback?

请求亚马逊移除差评

参考模板

Dear Amazon, Please help to remove this 1-star feedback.

It is a product review, not a feedback to store. As buyer said, actually our service is very prompt and courteous.

Thank you.

Best regards.

Team

向亚马逊申诉移除差评

（买家因送货时间留下的差评）

参考模板

Hi,dear.
The customer Order Date: November 28（填写客户订单日期）.

The Estimated Delivery:
Dec 24, 2014 to Jan 13, 2015（填写预计交付时间）.

Time hasn't arrived yet, the customer gave us a bad review.
Can you help us to cancel the bad review?thank you very much,best wishes for you!
Hi,dear. I am apologize for any inconvenience,On September 6（客户下单日期）, the customer bought products. Amazon rules specified date is Estimated Delivery: Oct 1, 2015 to Oct 20, 2015（预计交货日期）. Order ID: # 002-4854872-7971445（填写订单编号）.

The item it is on the way now, we hope that will soon be reached, the items in the amazon transportation within the date specified, but the customer gave us a bad review, we have contacted the customer, explains with our customer, but customer didn't reply us, I really want to try to solve the problem for the customer, customer satisfaction, will further improve the way of shipping.

Can you help me to delete the feedback, can you give me a chance,okay? thank you for your understanding, really need your help. pls give me a chance.

Best wishes for you. Thank you very much.

A—Z篇

给客户退款以后，给亚马逊陈述

Hi, dear Amazon,

we have already provided The Customer with a full refund, pls see emails to and from the customer for reference.

Thanks BRS Team

给客户退全款，请客户撤销A-Z索赔

Hi, dear friend,

We are so sorry to the A-Z claim that you submitted.

So sorry for the mistake and any inconvenient caused by it please accept our sincere apology.

we will be more careful Next time,and try all our best to be more professional.As a new store, Customers' review will play an important role.

I hope that It will be a chance to help me to withdraw the A-Z claim. For our mistake, we have already given you a full refund. I know you are a good buyer, you will help me to withdraw the A-Z claim. many many thanks for your support and your kind understanding. looking for your reply.

All my best wishes for you.

请求移除A-Z

Dear Valued Customer,

We are so sorry to the A-Z claim that you submitted. So sorry for the mistake and any inconvenience caused by it , please accept our sincere apology.

We have contacted you on April 9 April 10 and we want to refund to you, because we have no this product in our warehouse in that time. We have been waiting for your reply so far, want to regard to the remainder of the order or refund to you. Now we have this product, if you also want we reship to you, we will reship you immediately, is it okay for you? Or you want to get a full refund, we will give you full refund. As a new store, Customers' review will play an important role. I hope that it will be a chance to help me to withdraw the A-Z claim, is it okey for you?

All our best wishes for you. Waiting for your reply.

Sincerely yours

Nikki（顾客名字）

移除A-Z：

Dear Buyer,
Thank you for contacting us about the problem of your recent order. Hopefully we have fully resolved your issue. If you think the problem is now solved and would like to withdraw the A-to-z Claim, which you filed eariler on this order__________(订单ID), we would greatly appreciate it. Here are the steps to withdraw your A-to-z claim in the orders section of Your Account. To withdraw a claim for purchases made on Amazon.com Go to Your Orders Locate your order in the list and click Order Details. If the order has already shipped, click Withdraw claim under Problem with this order? on the order summary page. Follow the prompts to explain the withdrawal and click Withdraw claim to complete the request. We hope you have a pleasant day, thank you for shopping at __________(这放店铺名).

Yours sincerely,

_______(店铺名) Customer Service Team.