20%回复率很正常，请求删差评博的就是一个概率，处理差评的基本流程这样的：
 
处理差评的基本流程如下：

1. 找到差评：先把所有差评买家邮箱查出来，可以找服务商，也可试试下方附件1的方法。
2. 处理差评：联系买家改差评, 不同的买家采用不同的话术
1) 对那种很明显恶意给不同卖家差评的直接开Case申请移除差评，方法如下：
开Case向亚马逊申请Remove, 内容模板如下：
Dear Amazo, I'm writing to report that somebody is abusing the review system and keeping leaving negative reviews on my listing. As a result, my sales have been dropping off badly, which is less than xx units per day now. However, the average sales were xx units per day before the review abuse. According to the review abuse, not only my business is under high risk of beingdestroved. but it also sets an example to this person that it is an easy way to beat competitors without punishment. If things go on like this, fewer and fewer sellers will follow amazons policies. The fair
and honest shopping environment we have ever built together will completely be destroyed.
Evidence of the review abuse as follows : 
Reviewer's Profile link:
1-Star Review Links : 
Please remove the negative reviews before I receive more. Looking forward to your reply. Sincerely, XXX
或者点击 Report Abuse :
联系买家和亚马逊申请都无法移除的情况，直接去 review 链接下，用大量买家号点击 report abuse, 也是一种方法。有概率会被删除。100-200 个左右权重高的买家号点完有概率删除。还是无法移除差评的情况下，我们要做的是让差评尽量不要展现在首页。
操作也很简单 :
a. 没有跟其他站点共享的情况，一个页面最多显示 8 个Review .
b. 计算需要点赞的 review 个数: 差评后面有 n 个好评，就要最少点 n+1 个好评的链接。
c. 每个好评链接，点 10 次左右 helpful 基本差不多了。
 
2) 对那种明确抱怨了产品缺点的可以给 Refund 或者 Replacement , 有些买家会比较有原则，不愿意用补偿改变他的评价,可以建议并请求他保留原有评论内容，并在后面 Update 一段新的评论。态度要诚恳，有错及时道歉，有问题及时解决，话术不要千篇一律，一定要看了买家Profile以及差评内容之后再针对性地编辑邮件内容。
频率：第一周给所有差评买家发一次邮件，第二周给剩下没回复的买家发邮件, 开头可以是这样的 : We are sure you are extremely busy and we just wanted to reconnect to see if we could be of any assistance to you. I really wish to hear something from you about that. Your attention to that case is really important for us, any updating or comments from you is highly appreciated. 后面再加一套新的请求改差评的话术，改话术可以用Chatgpt等软件，具体方法参见附件2. 

第一周的邮件沟通模板分享如下：
第一封邮件建立联系的通用模版：
Dear__, This is__from__customer service
I'm so sorry that we screwed up your order of the __. I wanted to let you know that I really appreciate you giving us an opportunity to make things right. I'd like to make a full refund or replacement for you (at our expense). Please let me
know if it meets your expectations. Thank you again for your time and your patience!
Sincerely, XXX

适用于买家误解的模板：
Dear__, I'm sorry you didn't get what you were looking for. You expected__, but received___instead. If I were in your situation, I'd be pretty upset too. Here's how we plan on making things right : 1. 2. 3. Also, I'd like to compensate you for your inconvenience.
Looking forward to your reply
Sincerely, XXX

适用于产品存在小缺陷，发表改进建议的买家：
Dear_, I really appreciate you taking the time to let us know our mistakes. Here's a short summary of the changes we've made based on your feedback. 1. 2. 3. Thanks for giving us the chance to turn things around. Can we make this up to you (at our expense)?
Sincerely, XXX

第二封邮件请求改评价：
Hi,_ We have(你完成的补偿措施)
Thanks for being patient with us and Ireally appreciate it.
If you feel comfortable, would you mind sharing an update on your experience? It would give other customers some much-needed peace of mind. 
Sincerely, XXX
 
或者这样：
Hello Sharon,
Thanks for your reply. We are so glad we can do something to compensate you. We have given you a full refund, please check it ! By the way, we are a growing company and the negative comment has a bad effect on our account,could you please give us a chance to update it if you are satisfied with our after-sale service? According to your advices, we promise that we will try to improve the product quality in the future. If you agree to help us to update the comment, you can follow the steps listed below :
1. Go to your Amazon account.
2. Roll down and click “Product Reviews Written by You” under Personalization.
3. Click “Remove review” or “Edit review” about our goods.

If you have any questions,please feel free to contact us.
Best Regards
 

20%回复率很正常，请求删差评博的就是一个概率，处理差评的基本流程这样的：
 
处理差评的基本流程如下：

1. 找到差评：先把所有差评买家邮箱查出来，可以找服务商，也可试试下方附件1的方法。
2. 处理差评：联系买家改差评, 不同的买家采用不同的话术
1) 对那种很明显恶意给不同卖家差评的直接开Case申请移除差评，方法如下：
开Case向亚马逊申请Remove, 内容模板如下：
Dear Amazo, I'm writing to report that somebody is abusing the review system and keeping leaving negative reviews on my listing. As a result, my sales have been dropping off badly, which is less than xx units per day now. However, the average sales were xx units per day before the review abuse. According to the review abuse, not only my business is under high risk of beingdestroved. but it also sets an example to this person that it is an easy way to beat competitors without punishment. If things go on like this, fewer and fewer sellers will follow amazons policies. The fair
and honest shopping environment we have ever built together will completely be destroyed.
Evidence of the review abuse as follows : 
Reviewer's Profile link:
1-Star Review Links : 
Please remove the negative reviews before I receive more. Looking forward to your reply. Sincerely, XXX
或者点击 Report Abuse :
联系买家和亚马逊申请都无法移除的情况，直接去 review 链接下，用大量买家号点击 report abuse, 也是一种方法。有概率会被删除。100-200 个左右权重高的买家号点完有概率删除。还是无法移除差评的情况下，我们要做的是让差评尽量不要展现在首页。
操作也很简单 :
a. 没有跟其他站点共享的情况，一个页面最多显示 8 个Review .
b. 计算需要点赞的 review 个数: 差评后面有 n 个好评，就要最少点 n+1 个好评的链接。
c. 每个好评链接，点 10 次左右 helpful 基本差不多了。
 
2) 对那种明确抱怨了产品缺点的可以给 Refund 或者 Replacement , 有些买家会比较有原则，不愿意用补偿改变他的评价,可以建议并请求他保留原有评论内容，并在后面 Update 一段新的评论。态度要诚恳，有错及时道歉，有问题及时解决，话术不要千篇一律，一定要看了买家Profile以及差评内容之后再针对性地编辑邮件内容。
频率：第一周给所有差评买家发一次邮件，第二周给剩下没回复的买家发邮件, 开头可以是这样的 : We are sure you are extremely busy and we just wanted to reconnect to see if we could be of any assistance to you. I really wish to hear something from you about that. Your attention to that case is really important for us, any updating or comments from you is highly appreciated. 后面再加一套新的请求改差评的话术，改话术可以用Chatgpt等软件，具体方法参见附件2. 

第一周的邮件沟通模板分享如下：
第一封邮件建立联系的通用模版：
Dear__, This is__from__customer service
I'm so sorry that we screwed up your order of the __. I wanted to let you know that I really appreciate you giving us an opportunity to make things right. I'd like to make a full refund or replacement for you (at our expense). Please let me
know if it meets your expectations. Thank you again for your time and your patience!
Sincerely, XXX

适用于买家误解的模板：
Dear__, I'm sorry you didn't get what you were looking for. You expected__, but received___instead. If I were in your situation, I'd be pretty upset too. Here's how we plan on making things right : 1. 2. 3. Also, I'd like to compensate you for your inconvenience.
Looking forward to your reply
Sincerely, XXX

适用于产品存在小缺陷，发表改进建议的买家：
Dear_, I really appreciate you taking the time to let us know our mistakes. Here's a short summary of the changes we've made based on your feedback. 1. 2. 3. Thanks for giving us the chance to turn things around. Can we make this up to you (at our expense)?
Sincerely, XXX

第二封邮件请求改评价：
Hi,_ We have(你完成的补偿措施)
Thanks for being patient with us and Ireally appreciate it.
If you feel comfortable, would you mind sharing an update on your experience? It would give other customers some much-needed peace of mind. 
Sincerely, XXX
 
或者这样：
Hello Sharon,
Thanks for your reply. We are so glad we can do something to compensate you. We have given you a full refund, please check it ! By the way, we are a growing company and the negative comment has a bad effect on our account,could you please give us a chance to update it if you are satisfied with our after-sale service? According to your advices, we promise that we will try to improve the product quality in the future. If you agree to help us to update the comment, you can follow the steps listed below :
1. Go to your Amazon account.
2. Roll down and click “Product Reviews Written by You” under Personalization.
3. Click “Remove review” or “Edit review” about our goods.

If you have any questions,please feel free to contact us.
Best Regards