碰到買家給差評(píng)時(shí)，賣家要如何向亞馬遜申訴？

買家會(huì)因?yàn)楦鞣N各樣的原因給賣家差評(píng)，然而如果你的申訴寫得合理有邏輯、具有說(shuō)服力，亞馬遜一般都會(huì)幫你刪掉。
符合以下條件的差評(píng)，賣家都可以向亞馬遜申請(qǐng)移除。（其中，前4點(diǎn)是亞馬遜官方規(guī)定；第5點(diǎn)跟價(jià)格有關(guān)，比如當(dāng)買家評(píng)論：“I found this cheaper at Wal-Mart”時(shí)，亞馬遜會(huì)刪評(píng)；后面幾點(diǎn)是我自己補(bǔ)充的）
1. Obscenity（評(píng)論包含淫穢詞語(yǔ)）
2. Personal information（評(píng)論包含賣家的私人信息）
3. Product review（針對(duì)產(chǎn)品的review）
4. FBA sale（FBA訂單產(chǎn)生的差評(píng)）
5. Price objection（買家對(duì)價(jià)格有異議）
6. Demonstrably untrue（評(píng)論包含不實(shí)信息）
7. We did the right thing（賣家沒(méi)做錯(cuò)事，買家卻因?yàn)檎`會(huì)或其它原因給差評(píng)）
8. Using feedback as email（買家無(wú)法通過(guò)郵件聯(lián)系到賣家，只能用feedback反饋問(wèn)題）
9. Feedback from a competitor（競(jìng)爭(zhēng)對(duì)手的惡意差評(píng)）
10. Irrelevant comment（與訂單無(wú)關(guān)的評(píng)論）
有些情況賣家可以引導(dǎo)買家刪評(píng)。但如果評(píng)論存在明顯漏洞，那還是讓亞馬遜刪掉來(lái)得更省事一些。申訴時(shí)盡量做到簡(jiǎn)明扼要，解釋清楚后，要呼吁亞馬遜采取行動(dòng)："Please remove this feedback."
下面這些是我申訴成功的例子，大家可以參考：
（1）“Customer states that the item had a tear on a page that she thinks happened during manufacturing. These items come to us shrinkwrapped, so it is impossible for us to look for torn pages, and she's probably right that this is a product defect, making this a product review. Would you please remove it? Thank you.”（條件3：Product review）
買家說(shuō)產(chǎn)品有損壞。因?yàn)槟玫疆a(chǎn)品時(shí)是密封的，我們也不知情，所以這個(gè)差評(píng)跟產(chǎn)品有關(guān)。
這是更簡(jiǎn)單粗暴的申訴版本：“Customer's negative comments are about the product, not us or our service. Please remove this. Thanks!”
（2）“Buyer is complaining about restocking fees, and this is a price objection. Price objections are removable under your Standard Operating Procedure, so please remove this feedback. Thanks!”（條件5：Price objection）
restocking fee跟價(jià)格有關(guān)，所以可以申請(qǐng)移除。記得提到亞馬遜的相關(guān)規(guī)定。
（3）“Customer's complaints about delivery are due to her misunderstanding. She claims to have paid for faster shipping -- she didn't, and we don't offer it. She claims she wasn't told by Amazon when the item would arrive -- of course she was. Finally she complains that the item took 13 days to arrive, which is true, but that is within the estimated delivery period for this item. Would you please remove this feedback? Thanks!”（條件6：Demonstrably untrue）
這個(gè)買家抱怨的每個(gè)問(wèn)題我都進(jìn)行了解釋。他嫌太晚送達(dá)了，我就說(shuō)快遞在預(yù)計(jì)交貨時(shí)間內(nèi)送達(dá)。
（4）“Customer gave us the wrong address, item hasn't arrived, he's given us a "1". That's ridiculous. It isn't our fault that he gave the wrong address. Please remove this feedback.”（條件7：We did the right thing）
我們按訂單頁(yè)面的地址發(fā)貨，買家沒(méi)收到是因?yàn)樗刂方o錯(cuò)了。然后1星差評(píng)被亞馬遜刪掉了。
（5）“The customer is using feedback as e-mail. We have e-mailed the customer to resolve the situation. Please remove this.”（條件8：Using feedback as email）
我有發(fā)郵件給買家，想解決問(wèn)題，但不知道她是沒(méi)看到還是怎樣，給了我2星差評(píng)。
（6） “Customer stated in Buyer/Seller messaging that he is himself an Amazon seller. Now he is leaving us a neutral. Competitive sellers should not be buying from us and leaving neutrals. Please remove this feedback.”（條件9：Feedback from a competitor）
買家自己也是一個(gè)賣家，卻給我一個(gè)中評(píng)。亞馬遜客服刪了，給的理由是“item was as described”。
（7）“Customer decided he should leave us a "1" because he's not sure if his FREIGHT FORWARDER is going to get the item from Miami to South America. But that has nothing to do with us! This item shows as delivered on July 20 in Miami. We have nothing to do with any further movement of the item. Would you please remove this feedback? Thanks!”（條件10：Irrelevant comment）
這個(gè)美國(guó)買家評(píng)論他不確定貨運(yùn)代理能不能順利交貨。。。這跟我們有什么關(guān)系？我們連忙把“鍋”甩給貨代，亞馬遜后來(lái)刪掉了評(píng)論。