一招教你解决订单差评（Negative Feedback)

卖家后台-绩效-反馈-反馈管理器

找到需要删除差评的订单，需要点击如下图中的请求删除的按钮，一般会有两种结果：

1）系统判定违反亚马逊规定，直接删除；

2）系统认为未违反亚马逊政策，不予以删除，显示文案是：

我们已审核此反馈，发现它没有违反我们的准则，已保留。要申请进一步审查这一决定，请在问题日志中再次打开该问题。

亚马逊可以移除买家反馈吗？

一般而言，即使反馈毫无根据或问题已经解决，亚马逊也不会移除买家反馈。

但是，在某些情况下，亚马逊将移除或划掉买家反馈。在这些情况下，如果您的请求获得批准，那么此类反馈对您的反馈评级和订单缺陷率所产生的影响将会消除。在下列情况下，亚马逊将移除或划掉买家反馈：

如果出现以下情况，亚马逊认为有必要移除反馈，则会将其移除：

反馈中包含通常被视为淫秽或亵渎性的用语。

反馈中包含卖家的个人身份信息，包括电子邮件地址、全名或电话号码。

整条反馈评论都是对商品的评价。例如：“Acme Super-Widget 没有 Acme Ultra Widget 那么清晰、快速。”

但是，如果评论同时包含对商品的评价和有关您服务的反馈，我们不会移除该反馈。例如：“卖家的配送服务非常慢，Acme Super-Widget 没有 Acme Ultra Widget 那么清晰、快速。”

划掉反馈

如果出现以下情况，亚马逊可能会将反馈加上删除线：

【订单由亚马逊配送】： 整条评论与亚马逊配送订单的配送体验明确相关。除了将反馈加上删除线，页面还会显示以下声明：此商品由亚马逊配送，因此亚马逊将对此次配送体验负责。

【订单使用“购买配送”服务发货】： 整条评论都是关于订单的延迟配送或未送达问题，但您已使用购买配送服务按时发货。除了将反馈加上删除线，页面还会显示以下声明：“与此订单相关的配送问题不是由卖家造成的”。

结合亚马逊feedback的政策要求和订单差评内容，从而进行申诉，如我店铺的订单差评是：

Haven‘t received package,but I HAVE been charged Twice for it.

虽然与亚马逊移除反馈的内容不太符合，但是通过查看该订单为自配送，买家留下差评的时候是下单的第二天，必然是收不到包裹的，并且通过订单页面和payment页面查看，该订单是没有收取两次费用的，因此认为自己有充分理由进行申诉

Dear Team,

Sorry for the disturbance.

At 2023/XX/XX we received negative feedback from a customer. The transaction number: XXX-XXXXXXX-XXXXXXX

We strive to ensure customers have a pleasant shopping experience. This nasty bad feedback has a bad impact on a small business like ours.

So we ask for your help and delete this malicious bad feedback. There are the following reasons:

1.This negative feedback "Haven't received package."

The order is purchased on Sun, Jun 4, 2023, 10:04 AM PDT,today is only Jun 6, 2023,and the delivery date is Thu, Jun 15, 2023 to Thu, Jun 29, 2023, so the buyer doesn't receive the package is right.

This customer feedback is not factual or related to our products and is very subjective.（证明不是自己的问题）

2." but I HAVE been charged TWICE for it."I have replied customer that our store never charged twice money. You can also check the attachment. So what the buyer said is not existed.（有理有据的提供截图证明）

So I think order's feedback is unfair and unreal,and hope you can remove it.

Waiting for your feedback.

Kind regards,

XX

Dear Team,

Sorry for the disturbance.

At 8.21 we received negative feedback from a customer. The transaction number:XXX-XXXXXXX-XXXXXXX

We strive to ensure customers have a pleasant shopping experience. This nasty bad feedback has a bad impact on a small business like ours.

So we ask for your help and delete this malicious bad feedback. There are the following reasons:

1.This negative feedback "It definetely leaks the light."

We have described the product details (size, color and material) in great detail.

This customer feedback is not factual or related to our products and is very subjective.（根据自身产品特点修改）

2." i wanted to return couldnt find the return button etc. Regret to buy."The buyer didn't contact us,and it's his fault that didn't find return button,otherwise we will refund or return him/her immeadiately.（说明错误不在自己）

As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved.Amazon will remove feedback only in the following cases:

•The entire feedback comment is a product review

So I think order's feedback is about product review,and hope you can remove it.

Waiting for your feedback.

Kind regards,

XX

一般申诉内容有理有据的，都会被亚马逊删除的

（只要够真诚，差评必被删😀）