經常有賣家詢問，收到差評后，發(fā)了很多郵件給客戶，客戶要么不回應，要么是接受退款，但退款后再聯系客戶改差評時，客戶卻再也不回復了，面對這種情況該怎么辦呢?

對于改差評這件事，我們需要明白幾個度

第一，亞馬遜平臺是禁止賣家威脅或者利誘客戶修改評價的，以退款作為條件修改差評，這是屬于利誘的一種;

第二，亞馬遜平臺是嚴禁賣家為評價或其他事項頻繁騷擾客戶的，如果客戶沒有回應，而你又持之以恒的每天一封郵件的發(fā)給客戶跟催，一旦被客戶投訴到平臺，將可能面臨著平臺嚴厲的處罰，嚴重者可能直接導致賬號被封;

第三，亞馬遜平臺上客戶留評價率非常低，一般留了差評的顧客，除了極少數惡意留評的之外，要么是被你的產品和服務氣壞了，要么是這人本來就是一根筋，所以你在聯系客戶前首先要想明白該如何和這類人溝通，這個非常重要。

理解了處理差評時的基本原則，我們再來看一個實際的案例，看看這個賣家在實際處理中有哪些無效的處理方式。

客戶留了一個一星的評價，評價內容如下：

Doesn't work for my dogs---waste of money. Had to spend lots of $$ for a containment System!

希望能夠協(xié)商修改評價，賣家發(fā)給客戶的第一封如下：

Dear XXX,

Good day .

We see you ordered a dog whistle from our store, from your review, i understand that you are not satisfied with the product, I'm really sorry for that.

Could you please try to flow the step?

1. Call or train dog to stop barking. Change frequencies since different dogs respond to different frequencies.

2. Teach dog commands and let him learn basic hand movements while whistling different times for each command.

3. Control dog whenever he gets out of line and make it listen and obey.

4. A cover that goes over the whistle so that it is not exposed and protected at all times.

If the item still Doesn't work for your dogs, please contact us, we will full refund you .

然后，客戶回復：

Please refund. Thank You!

然后，賣家回復客戶如下：

Dear XXX ,

This item is Fulfilled by Amazon, you can apply to refund, Amazon will full refund you .

We are sorry to bring you any inconvenience, If it is convenient to you, could you please kindly update your review, which will be a big motive to us and to our hard work as well as service.

Looking forward to hear from you.

然后呢?就沒有然后了。

差評依然沒有修改過來，客戶也依然沒有收到退款，賣家覺得很委屈：我已經聯系客戶了呀!可是，很多時候，如果方法不得當，看似勤奮的付出也往往只是無用功。

先放開這個案例不談，我們來看看在收到客戶差評后我們聯系客戶的邏輯。

之所以要聯系客戶，表面上是為了給客戶提供滿意的購物體驗，實際上是為了借客戶之手消除差評，而同時呢，還不能違反平臺規(guī)則，所以，賣家需要基于以上幾點的考慮來起草郵件，面子、里子和規(guī)則，缺一不可。

面子的層面上，需要對客戶表示道歉：看到你的評價，知道你對我們的產品或者服務不滿意，我們感覺到非常抱歉，作為一個專業(yè)的負責任的賣家，我們希望為每一位顧客提供100%滿意的產品和服務，所以，我現在聯系你，希望能夠做出一些補救措施。對于我們團隊來說，我們愿意為顧客的不滿意提供100%無條件的退款，如此等等。

里子上呢?退款的目的是為了讓客戶改差評，但考慮到平臺規(guī)則，又不能赤裸裸的說“我給你退款，你給我改差評，好不好?”所以，在郵件中，需要對要求客戶改差評這件事做一個委婉的表達，接著上一段的郵件內容：所以，對于你的這次不滿意的購物經歷，我們愿意給你提供全額退款，但希望你在收到退款后，結合新的體驗，更新一下你的評價，好嗎?

注意，上面的一句話一定要連接在一起，一氣呵成，中間是逗號，最后才是問號。而且，郵件中的更新評價是用Update，而不是用Change或者Remove。Update是一個中性的詞，符合平臺的規(guī)則，但客戶能夠從你的郵件中讀出你所謂的update就是“把現在的差評改成好評”，而后一句“結合新的體驗，更新一下你的評價”同樣不違背平臺規(guī)則，最后的問好是對前邊兩個句子的同時提問，如果客戶回復OK，則意味著客戶同時接受了退款和改差評兩個條件，如果后續(xù)客戶收到退款后不再回應也不幫你修改評價，你至少還可以多一個向亞馬遜平臺申訴的機會：客戶同意在收到退款后幫我們update評價，對于這種不守信用的用戶，建議亞馬遜做出公平的處理，等等等等，至少可以給自己留一手牌。

當然，即便以上的郵件，客戶也未必會真的幫你修改了評價，但相比較而言，這樣的郵件勝算的概率肯定是要大于無頭蒼蠅般胡亂寫來得有效了。

最后，點評一下文中案例的郵件。當客戶不滿意時，不需要過多的辯解，也不需要過多的做技術層面上的解釋，難道你還真的指望能夠教會一個不滿意的客戶?更何況還不確定客戶的不滿意是不是你產品本身確實有問題呢。但上面的郵件中，賣家顯然忽略了這一點，做了過多的解釋。而當客戶同意退款后，賣家其實是可以直接點擊退款了事的，卻把退款的事又推到平臺層面上--你可以直接申請退款，如果客戶不是申請退款而是開啟A-to-Z呢?那賣家豈不是把自己一步步推到一個更糟糕的境地?

所以，任何時候，再聯系客戶的過程中，一定要明白自己的關切點和客戶的需求點，以客戶的需求點為餌，把自己的關切點融入進去，從而形成客戶需求點和自己關切點一致，此時才能做到解決問題于無形之中。

否則，看似很努力，其實都是無用功。 查看全部

1）付款階段?

1,A,買家未付款催單技巧：(Awaiting Payment)?

Dear valued Customer,?

Thank you for your order, We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us.Thank you!?

Seller ID?

B,款項正在審核階段(Pending payment verification)?

Dear Valued Customer,?

Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us.?
Thank you !?

Seller ID?

2）訂單付完款后，發(fā)貨前?

2,買家下完單，但是缺貨斷貨，可推薦其他產品或者同意退款,詢問買家意見?

Dear Valued Customer,?

Thank you for your order. The item(s) you ordered is currently out of stock, however, you can select an item(s) of equal value to your order, or request a refund. Please let us know which you prefer.?
We look forwarding to hearing from you soon.?
Thank you.?

Seller ID?

3）買家所在的國家地址較偏遠，不能包郵，建議買家補運費?

Dear Valued Customer,?

Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金額), or you can request a full refund.?
We are sorry for any inconvenience this may have caused. Please let us know which you prefer.?
Thank you.?

Seller ID?

4）買家選擇的是DHL發(fā)貨，但是賣家只能用E-郵寶或者小包發(fā)貨，詢問買家是否愿意接受？?

Dear Valued Customer,?

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL（四大快遞) at this point. We can only ship your item(s) via E-packet （或者其他的貨運方式）which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the E-packet shipping method.?
We look forward to hearing from you soon.?
Thank you.?

Seller ID?

5）賣家不能正常發(fā)貨（例如春節(jié)長假），請買家同意延長備貨期?

Dear Valued Customer,?

Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive at the expected time frame. We plan to extend the lead time, would you please accept it??
Thank you for your understanding and patience.?

Seller ID?

3 發(fā)貨后?

6）賣家發(fā)貨了，告知買家發(fā)貨方式和查詢網址?

Dear customer,?

Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com for updates.?
Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us.?
Thank you.?

Seller ID?

7）貨物被物流公司丟失，詢問買家是否同意重新發(fā)貨？?

Dear Valued Customer,?

Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. At this point we would like to offer you two options, we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused?
Thank you.?

SellerID?

8）貨物正常在途，請買家等待?

Dear Valued Customer,?

Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com. Your package is on route and will take between 5-25 days to be delivered.?
Best Regards!?

Seller ID?

9）貨物到達買家海關，請買家去清關（確認買家需要交關稅的情況）?

Dear Valued Customer,?

Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay.?
If you have any questions, please feel free to contact us directly and we will be glad to assist you.?
Thank you.?

Seller ID?

10）貨物妥投，但是妥投的具體地址和簽收人不一致,請買家再次核實?

Dear Valued Customer,?

Your package was delivered to the address that you have provided, here is the shipping receipt (附上發(fā)貨底單給買家). Please check with your local post office, or any family member or neighbor who might have signed for your package.?
If you have not yet received your package, please feel free to contact us directly. Thank you.?

Seller ID?

11）官網查詢買家已簽收包裹，提醒買家確認收貨并留好評?

Dear Valued customer,?

We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can provide us with a positive feedback.?
If you have any questions, please feel free to contact us.?
Thank you!?

Seller ID?

4 買家開啟糾紛（包括普通糾紛和平臺糾紛）?

12）買家投訴貨物與描述不符，詢問具體原因和請買家提供證據?

Dear Valued Customer,?

We have received your dispute messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time.?

Seller ID?

13）買家投訴部分收到貨物，詢問具體收到的數量，考慮補發(fā)?

Dear Valued Customer,?

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send it to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution.?
Thank you for your time.?

Seller ID?

14）買家將糾紛升級到平臺,繼續(xù)跟買家溝通?

Dear Valued Customer,?

We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution.?
We look forward to hearing from you soon.?
Thank you,?

Seller ID?

15）糾紛升級到平臺，等待平臺糾紛專員裁決期間，仍爭取跟買家溝通?

Dear Valued Customer,?

Regarding your order (no: XXXXX), we are aware that you have escalated the case to DHgate. We would be grateful if you could give us a chance to help you resolve this matter personally.?
Could you please propose a solution to the current problem you are having??
We look forward to hearing from you soon.?
Thank you,?

Seller ID?

16）如果買家收到的貨確實貨不對版或者質量問題，也提供了證據給您，詢問買家的方案?

Dear Valued Customer,?

Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible.?
(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具體金額可視具體的情況).?
(b) You can return all the items to us, and we can then provide you with a replacement of your items or a full refund.?

Please let us know which option you would prefer.?
Thank you!?

Seller ID?

17）如果買家接受了部分退款，保留貨物的意見，告知會同意部分退款或者找客服幫忙?

Dear Valued Customer,?

Thank you for your response, you have accept the partial refund US $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “seller partial refund $xx, buyer no need to return”.?
Once we clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us.?
Thank you?

Seller ID?

18）如果買家就是不喜歡收到的貨（自身原因），堅持就要退貨，可告知買家風險?

Dear Valued Customer,?

We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund.?
Please note that you will have to pay the shipping fee for returning the item(s).?
Below is our return shipping address:?
(詳細英文退貨地址：包括收件人姓名，電話，郵編，買家需要選擇的貨運方式和申報價格等)?
Contact name:?
shipping address:?
Zip Code:?
Tel: (required)?
Kind reminder:?
Returned goods must remain intact and in perfect condition
Remember to mark "Order No." and “Returned Goods" on the parcel.?

Please let me know the shipment tracking number once you have shipped the package.?
Thank you,?

Seller ID?

19）同意買家退貨，詢問買家退貨進度?

Dear Valued Customer,?

We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods.?
We look forward to hearing from you soon.?
Thank you!?

Seller ID?

20）收到買家的退貨，同意退款給買家，希望下次可以再合作?

Dear Valued Customer,?

We have received your item(s) and will now proceed to inform DHgate to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order. Best Regards!?

Seller ID

希望可以為我點贊哦，謝謝大家！
? 查看全部

A-to-z Guarantee claims(ATZ) Claim Status
先說說提出索賠的時間范圍
? 買家可早于預計最遲送達日期3個日歷日或在訂單日期后30天內提索賠
? 從預計最遲送達日期算起，買家有 90 天時間提出索賠

Claim Status:

1認可索賠 賣家提供資金Claim Granted Amazon Funded

得到這種情況一般多存在于新手。申述回復之后幾天最容易碰見的，沒理由或者理由不充分，又或者直接不處理7天之后亞馬遜自動判決的結果。

2認可索賠 亞馬遜提供資金Claim Granted Amazon Funded

說明賣家已經掌握了一些申述技巧。有理由的情況下，比如貨物已經投遞成功了買家說沒收到，或者針對買家給亞馬遜的話來攻破。就跟處理差評樣，針對不合理的或者邏輯混亂的點陳述非常有效。

但貨質量并不是很好的情況，難免理由不充分了。所以講一個例子參考：收到ATZ之后，你應該淡定，對不對，不就一個ATZ嘛。首先要跟賣家發(fā)郵件，但不要立馬發(fā)，因為剛開不久賣家火很大。隔1天的樣子，火氣消了點，態(tài)度好點跟買家說這件事其實有更好的處理方法，請他先撤銷，如果能，當然好，但一般是然并卵。但這點很重要，讓亞馬遜看到了你是在跟賣家有效溝通，看到了你的態(tài)度。第三天你再發(fā)第二封郵件，說你是希望與他一起處理這個問題，能不能拍一些產品圖片以及說明更多細節(jié)。OK，第三步馬上開始申述，說一下事情經過，你積極與買家溝通并且提出了解決方案，想得到更多產品質量細節(jié)買家甚至不能提供一張圖片，希望亞馬遜能給出一個公平結果。
處理結果幾天內就完成。如果你是亞馬遜ATZ處理小組的人看到這個投訴會怎么想？賣家態(tài)度非常積極，合情合理，對比買家理由：亞馬遜請相信我，這個逗逼絕比賣假貨，如果能給-星，我會給-5星！等等 然并卵
考慮雙方感受，認可索賠 亞馬遜提供資金.

3訂單已退款 Order Refunded

這種是你直接退款省去麻煩，但是個人來說并不推薦，因為都這樣的話，就承認了你質量差賣假貨等等，多次這樣操作不等于亞馬遜給你店鋪打了個大問號嗎。嘗試撤銷處理或者讓亞馬遜分不清鍋自己賠。這樣不管結果如何，你也學到了處理ATZ的經驗。

4 索賠已被拒絕 Claim Closed

買家就是逗逼，提一些毫無理由的投訴。如不相信自己退貨后賣家會退款，不接受退貨想直接得到付款等等。

5索賠已被撤銷 Claim Withdrawm

經過有效溝通，撤銷了投訴。但分2種，一種是在索賠開啟后還沒結束前，一種是已經索賠后的事了，但比較少，比如開啟投訴原因是沒收到貨，但索賠結束很多天后這個逗逼說鄰居代收了感謝您。
索賠解決之前買家撤銷索賠方法：
? 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.

如果是索賠已經過去，撤銷方法：
必須聯系 claim-delivery-confirmation@amazon.com 并提供訂單編號，而且必須允許亞馬遜向其信用卡重新扣除訂單款項。

6 訂單取消Order Cancelled 賣家自行取消訂單別以為只扣一百分沒事了，說不定一個買家下訂單買條褲子后就去旅游了，回來后想穿發(fā)現取消訂單了。（老子褲子都脫了你給我看這個？

7 在審核中 顧名思義還沒處理完。

這里特別注意，千萬不能在索賠里面隨便亂寫，寧愿退款。最最恐怖的一個例子，員工有事請假了，老板看到一個ATZ，咦這是什么，居然說我產品有問題！申述理由：簡單幾個單詞，還是拼寫錯誤的。導致這個ATZ審核長達半個多月，亞馬遜審核看不懂，員工回來也傻了，最終結果是賬戶停售。

這里就會有人問了分數能恢復嗎？你去問客服得到的答案肯定說不行。所以特地分享一個成功方法，撤銷或者拒絕索賠又亞馬遜提供資金這種,你理由比較充分態(tài)度好的情況下，還是有機會恢復分數的。但要給亞馬遜專門處理投訴的郵箱寫信，寫的就跟你帳號被停權銷售那樣的態(tài)度，你的處理方案，接來下的計劃1234點什么的。
郵箱：seller-guarantee@amazon.com

TIP:不管怎么應對,都沒不要讓投訴發(fā)生的好（做好產品和售后）。 查看全部