社区 发现 Amazon 买家给了差评，用这段话联系买家，其中是否...
买家给了差评，用这段话联系买家，其中是否有敏感词？如果出现差评如何联系买家最为安全？是否只能使用亚马逊后台买家评论亚马逊模板联系买家？
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Hi xxxx！
We've seen your feedback, now let's fix it.
According to our after-sale commitment, please send us your shipping address and we will send you a brand new xxx（产品）right away, your satisfaction is very important to us.
By then, if you are satisfied with our service and products, you are very welcome to re-share your experience, as it is very important to us and is the greatest encouragement to us.
tips：
Based on your description, xxxxxx（此处为产品修复方法）
But in any case, it was our fault that it caused you inconvenience.
Please try this method, we are willing to send you a brand new one as compensation whether the machine works normally or not.
Looking forward to your reply.
另外想请问各位大佬，如果出现差评如何联系买家最为安全？是否只能使用亚马逊后台买家评论亚马逊模板联系买家？
We've seen your feedback, now let's fix it.
According to our after-sale commitment, please send us your shipping address and we will send you a brand new xxx（产品）right away, your satisfaction is very important to us.
By then, if you are satisfied with our service and products, you are very welcome to re-share your experience, as it is very important to us and is the greatest encouragement to us.
tips：
Based on your description, xxxxxx（此处为产品修复方法）
But in any case, it was our fault that it caused you inconvenience.
Please try this method, we are willing to send you a brand new one as compensation whether the machine works normally or not.
Looking forward to your reply.
另外想请问各位大佬，如果出现差评如何联系买家最为安全？是否只能使用亚马逊后台买家评论亚马逊模板联系买家？
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16 个回复
笨羊noih - 如果你觉得我说的是错的，那么你就是对的。
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和老外打交道多了，核心应该是解决问题。解决了之后再顺带问一句对方是否愿意update他的评价，成功率都还不错。给一下我平时售后的逻辑吧。模板自己写。
1.先联系对方，表明来意。重点是让对方回复你。切记内容不要太冗长，不要太舔狗。首要目标是让对方回复你。
一句简单的，We have received your review and here to help 足矣，再简单说一下我们如何重视买家体验丰富一下文本，让对方务必回复你，Reply to this message directly so that I am able to deal with the issue.
2.回复之后，直接表明，我们支持我们的产品，提供保修，地址拿来。顺便祝他，Have a nice day. "Looking forward to your reply"这种回复也太僵硬了。发货后记得通知一下对方，已经发货。
3.创建MFC订单，这里注意下把他那个加密的邮件地址全部复制填在邮箱位置，发货后亚马逊自动会发物流信息，站内信可以看到。有时候买家收后会主动发消息给你：thank you之类的。对方主动联系，我们下一份信过去就顺理成章了。
4.最终目标：改评价。
查下物流，大概到货后3-4天再去联系。这里话术就很讲究了。内容大概就是：我们注意到东西几天前到货了，用的如何？有问题找我，没问题麻烦update评价吧。It's important for us and do help those person who is condering a purchase.
我反正改了不少，成功率不能说100%，但真的不低。违规也不存在的。
几个细节
1.分几次沟通，一方面是售后有始有终，客户体验好。
2.其次是不存在一封邮件里就把重寄，改评的内容放在一起，容易被判引导买家改评价而违规。
3.语气也很重要，你和人家正常沟通，抱着解决问题态度去的，人家也尊重你。你上来就舔狗，真的得不到对方尊重。后期改评的诉求自然也不一定得到满足。差评反正都留了，大不了不改呗，还咋地？