问题一：
亚马逊的评价其实可以分两种，一种是review，一种是rating。review 就是带文字或者带图片视频的，是可以看到内容，也可以在后台找到评价内容。如果是三星及以下的评价，还可以联系客户。
另外一种是rating，即只点星，不带文字。你自然在详情页和亚马逊后台都看不到订单。
这种目前应该是无法确认是哪个客户留评的，更无法联系需修改的。

问题二：
1、确定一下是否产品质量真的有问题：
通过 买家之声，FBA退货报告等等来确定一下自己的产品是否有问题，如果产品质量有大的问题，那就尽快想办法处理；
2、发关怀邮件减少差评的概率：
找到对应的订单，点击 买家的名字，选择其他，然后就可以写邮件给客户发邮件。
邮件模板：
Dear [Customer's Name],

Thank you for choosing [Your Company Name] for your recent purchase. We appreciate your business and trust in our products.

Should you encounter any quality issues with your product, please reply to this email. We are committed to ensuring your satisfaction and will do our best to resolve any concerns you may have.

Thank you for giving us the opportunity to serve you.

Best regards.
 
3、请求评论：
如果 产品质量没有大问题且比较有信息，在发了关怀邮件之后的2-3天后，则可以进行请求评论。
4、合并评价：合并自己店铺里边同类目、同款产品的评价，前提是自己有合适链接。
5、其他获取评价的方式进行对冲影响：
直评：如果只是刷2、3个的话，其实还是比较安全的。
刷单：
Vine：对产品有信息，鉴于产品目前只有一个一星rating，不太建议做。
 
6、不太建议的做法：翻新。最近好像翻新风险挺高的，不太建议。
 

另外，若后续再遭遇差评，可依循如下流程处置：
一、差评查找
借助专业服务商，精准检索出所有给出差评的买家邮箱，为后续沟通铺垫基础。二、差评处理
针对不同类型的差评买家，差异化运用沟通话术，灵活采取应对举措。
（一）恶意差评处理
一旦识别出明显恶意给众多卖家差评的买家，立即向亚马逊发起移除差评申请，操作途径有二：
开 Case 申请：

模板内容：
Dear Amazon,
I'm reaching out to report a severe issue of review abuse that is currently jeopardizing my business. An individual has been deliberately leaving negative reviews on my listing, which has led to a drastic decline in my sales. Presently, my daily sales have plummeted to less than xx units, a sharp contrast to the average of xx units per day prior to this malicious activity.
This not only puts my livelihood at risk but also undermines the integrity of the Amazon marketplace. If left unchecked, it sets a dangerous precedent, discouraging sellers from adhering to policies and ultimately destroying the fair and honest shopping environment we've all worked hard to build.
Evidence of the review abuse is as follows:
Reviewer's Profile link: [具体链接]
1-Star Review Links: [具体链接]
I kindly request that you remove these baseless negative reviews promptly to prevent further damage. Thank you for your attention to this critical matter.
Sincerely, XXX

点击 Report Abuse：

若联系买家与开 Case 申请均无果，可直接前往 review 链接处，动用 100 - 200 个权重较高的买家号点击 report abuse。此操作有一定概率促使差评删除。
倘若差评仍无法移除，为避免其长时间占据首页显著位置，采取如下操作：

若未与其他站点共享，单个页面至多显示 8 个 Review。据此，计算需点赞的好评数量，即差评后有 n 个好评，至少要点赞 n + 1 个好评链接。
针对每个选定的好评链接，点击 10 次左右的 “helpful” 按钮，以提升好评权重，促使差评下沉。

（二）产品缺陷类差评处理
面对明确指出产品缺点的买家，优先考虑提供 Refund（退款）或者 Replacement（换货）方案。部分原则性强的买家可能不愿因补偿更改评价，此时可诚恳建议并请求其保留原评论，同时追加一段新的更新评论。沟通全程，务必依据买家 Profile 及差评详情，精心编辑邮件内容，做到有的放矢，杜绝千篇一律。
沟通频率：

第一周：向所有差评买家发送首轮邮件，开启沟通。
第二周：针对首周未回复的买家，再次发送邮件跟进，持续争取改善评价的机会。

邮件模板：

第一周：

建立联系通用模板：
Dear [买家姓名],
This is [客服姓名] from [店铺名称] customer service.
I'm truly sorry that your order of the [产品名称] didn't meet your expectations. We deeply value your business and are eager to make amends. I'm pleased to offer you a full refund or a replacement at no cost to you. Please let me know if this solution aligns with your needs. Thank you for your patience and understanding.
Sincerely, XXX
适用于买家误解场景：
Dear [买家姓名],
I'm sorry to hear that you didn't receive what you anticipated. You were expecting [买家期望内容], but instead got [实际收到内容]. I completely understand your frustration. Here's how we plan to rectify the situation:

[详细解决步骤 1]
[详细解决步骤 2]
[详细解决步骤 3]
As a token of our apology for the inconvenience caused, we'd also like to offer you [补偿方式].
Looking forward to your reply.
Sincerely, XXX

适用于产品存在小缺陷且买家发表改进建议：
Dear [买家姓名],
We truly appreciate you taking the time to share your insights and highlight our mistakes. Based on your valuable feedback, we've implemented the following changes:

[改进措施 1]
[改进措施 2]
[改进措施 3]
We're grateful for the opportunity to improve and would like to make it up to you. Would you accept a full refund or replacement at our expense?
Sincerely, XXX

第二周：
Hi,
We've already processed your full refund /dispatched your replacement. Thank you for your patience throughout this process.
We're really eager to know your updated thoughts on our product. Would you mind sharing your latest impression? Any feedback you provide is invaluable to us as we strive to enhance our offerings.
Sincerely, XXX

问题一：
亚马逊的评价其实可以分两种，一种是review，一种是rating。review 就是带文字或者带图片视频的，是可以看到内容，也可以在后台找到评价内容。如果是三星及以下的评价，还可以联系客户。
另外一种是rating，即只点星，不带文字。你自然在详情页和亚马逊后台都看不到订单。
这种目前应该是无法确认是哪个客户留评的，更无法联系需修改的。

问题二：
1、确定一下是否产品质量真的有问题：
通过 买家之声，FBA退货报告等等来确定一下自己的产品是否有问题，如果产品质量有大的问题，那就尽快想办法处理；
2、发关怀邮件减少差评的概率：
找到对应的订单，点击 买家的名字，选择其他，然后就可以写邮件给客户发邮件。
邮件模板：
Dear [Customer's Name],

Thank you for choosing [Your Company Name] for your recent purchase. We appreciate your business and trust in our products.

Should you encounter any quality issues with your product, please reply to this email. We are committed to ensuring your satisfaction and will do our best to resolve any concerns you may have.

Thank you for giving us the opportunity to serve you.

Best regards.
 
3、请求评论：
如果 产品质量没有大问题且比较有信息，在发了关怀邮件之后的2-3天后，则可以进行请求评论。
4、合并评价：合并自己店铺里边同类目、同款产品的评价，前提是自己有合适链接。
5、其他获取评价的方式进行对冲影响：
直评：如果只是刷2、3个的话，其实还是比较安全的。
刷单：
Vine：对产品有信息，鉴于产品目前只有一个一星rating，不太建议做。
 
6、不太建议的做法：翻新。最近好像翻新风险挺高的，不太建议。
 

另外，若后续再遭遇差评，可依循如下流程处置：
一、差评查找
借助专业服务商，精准检索出所有给出差评的买家邮箱，为后续沟通铺垫基础。二、差评处理
针对不同类型的差评买家，差异化运用沟通话术，灵活采取应对举措。
（一）恶意差评处理
一旦识别出明显恶意给众多卖家差评的买家，立即向亚马逊发起移除差评申请，操作途径有二：
开 Case 申请：

模板内容：
Dear Amazon,
I'm reaching out to report a severe issue of review abuse that is currently jeopardizing my business. An individual has been deliberately leaving negative reviews on my listing, which has led to a drastic decline in my sales. Presently, my daily sales have plummeted to less than xx units, a sharp contrast to the average of xx units per day prior to this malicious activity.
This not only puts my livelihood at risk but also undermines the integrity of the Amazon marketplace. If left unchecked, it sets a dangerous precedent, discouraging sellers from adhering to policies and ultimately destroying the fair and honest shopping environment we've all worked hard to build.
Evidence of the review abuse is as follows:
Reviewer's Profile link: [具体链接]
1-Star Review Links: [具体链接]
I kindly request that you remove these baseless negative reviews promptly to prevent further damage. Thank you for your attention to this critical matter.
Sincerely, XXX

点击 Report Abuse：

若联系买家与开 Case 申请均无果，可直接前往 review 链接处，动用 100 - 200 个权重较高的买家号点击 report abuse。此操作有一定概率促使差评删除。
倘若差评仍无法移除，为避免其长时间占据首页显著位置，采取如下操作：

若未与其他站点共享，单个页面至多显示 8 个 Review。据此，计算需点赞的好评数量，即差评后有 n 个好评，至少要点赞 n + 1 个好评链接。
针对每个选定的好评链接，点击 10 次左右的 “helpful” 按钮，以提升好评权重，促使差评下沉。

（二）产品缺陷类差评处理
面对明确指出产品缺点的买家，优先考虑提供 Refund（退款）或者 Replacement（换货）方案。部分原则性强的买家可能不愿因补偿更改评价，此时可诚恳建议并请求其保留原评论，同时追加一段新的更新评论。沟通全程，务必依据买家 Profile 及差评详情，精心编辑邮件内容，做到有的放矢，杜绝千篇一律。
沟通频率：

第一周：向所有差评买家发送首轮邮件，开启沟通。
第二周：针对首周未回复的买家，再次发送邮件跟进，持续争取改善评价的机会。

邮件模板：

第一周：

建立联系通用模板：
Dear [买家姓名],
This is [客服姓名] from [店铺名称] customer service.
I'm truly sorry that your order of the [产品名称] didn't meet your expectations. We deeply value your business and are eager to make amends. I'm pleased to offer you a full refund or a replacement at no cost to you. Please let me know if this solution aligns with your needs. Thank you for your patience and understanding.
Sincerely, XXX
适用于买家误解场景：
Dear [买家姓名],
I'm sorry to hear that you didn't receive what you anticipated. You were expecting [买家期望内容], but instead got [实际收到内容]. I completely understand your frustration. Here's how we plan to rectify the situation:

[详细解决步骤 1]
[详细解决步骤 2]
[详细解决步骤 3]
As a token of our apology for the inconvenience caused, we'd also like to offer you [补偿方式].
Looking forward to your reply.
Sincerely, XXX

适用于产品存在小缺陷且买家发表改进建议：
Dear [买家姓名],
We truly appreciate you taking the time to share your insights and highlight our mistakes. Based on your valuable feedback, we've implemented the following changes:

[改进措施 1]
[改进措施 2]
[改进措施 3]
We're grateful for the opportunity to improve and would like to make it up to you. Would you accept a full refund or replacement at our expense?
Sincerely, XXX

第二周：
Hi,
We've already processed your full refund /dispatched your replacement. Thank you for your patience throughout this process.
We're really eager to know your updated thoughts on our product. Would you mind sharing your latest impression? Any feedback you provide is invaluable to us as we strive to enhance our offerings.
Sincerely, XXX