客服回復(fù)主題相關(guān)問題

在2025年，亞馬遜賣家在處理客戶評論時(shí)遇到了多種問題。以下是一些常見情況及相應(yīng)的處理請求。

1. 關(guān)于產(chǎn)品功能的詢問：買家詢問產(chǎn)品是否具有某個(gè)功能時(shí)，應(yīng)在“QA”中提問或給賣家發(fā)郵件，而不是留下不良評論。如：“Dear Amazon，This review regards to asking the functions about the product,maybe the buyer does not know where to ask about it。He should ask in "QA" or email to the seller,not leaving a bad review here for us,so it is very fair for we seller。Please investigate it, and help us to remove it. Thank you”。

2. 很滿意卻給差評：若買家留1星或2星評論，可嘗試申請去除，但3星評論較難去掉。例如：“Dear amazon，This is review, we though that the buyer left with wrong star。"Qualità prezzo ok Carino. Il tuch é buono e la sincronizzazione di rubrica messaggi e notifiche é veloce, una volta che si è scaricata l app Buon prodotto. Consegna perfetta"。The content of this review,all aspects are positive,but he left us with only 3 star, Maybe the buyer is too excited to click with the wrong star by accidentally. Please investigate it and help us to remove it.”

3. 收到產(chǎn)品是裂的：買家表示收到有劃痕且包裝破損的產(chǎn)品，認(rèn)為是亞馬遜配送過程中造成的損壞，亞馬遜應(yīng)負(fù)責(zé)?！癉ear amazon，This is review,the buyer said that she received the Scratches one,and the package was broken,so we though the package was damaged when amazon ship it. Cause the package was shipped by amazon,so amazon will be responsible for it. We checked all of our products very carefully before shipping to amazon warehouse,so the product is good when we shipped it. Please investigate it and help us to remove it. Thank you”。

4. 收到二手貨：買家稱收到有劃痕的二手產(chǎn)品且包裝破損，認(rèn)為是亞馬遜在配送時(shí)未仔細(xì)檢查退貨商品并將其放入可銷售倉庫，導(dǎo)致該買家收到二手商品，亞馬遜應(yīng)承擔(dān)責(zé)任。“Dear amazon，This is review,the buyer said that she received the Scratches and the used one,and the package was broken,so we though the package was damaged when amazon ship it. And the item must be the returned product by other buyer,Amazon did not check the returned item carefully,and put the returned item to the sellable warehouse. So this buyer received an used product. Cause the package was shipped by amazon,so amazon will be responsible for it. We checked all of our products very carefully before we shipped the products to amazon warehouse,so the product is good when we ship it. Please investigate it and help us to remove it. Thank you”。

5. 差評帶有侮辱性語言：評論中包含淫穢語言，不符合亞馬遜評論政策，應(yīng)予以刪除。“Dear Amazon Team，The customer review includes obscene language. Every buyers have the right to review product, but i don't think that he should use foul language, it can't meet the guideline of the review policy from amazon。The content of review: "只截取臟話部分"。Please investigate it and help us to remove it.”

6. 沒有VP：這種情況較難去除，但可嘗試申請。“Dear Amazon Team，I found all orders and can't find this order, the reviewer never buy it and use the product, this is a malicious comment, please help me remove it. Thank you in advance.”

7. 不會使用產(chǎn)品（如331不會啟動）：買家對產(chǎn)品功能有疑問，應(yīng)在“QA”中提問或給賣家發(fā)郵件，而不是留下不良評論?！癉ear Amazon，This review regards to asking the functions about the product,maybe the buyer does not know where to ask about it。He should ask in "QA" or email to the seller,not leaving a bad review here for us,so it is very unfair for we seller. Please investigate it, and help us to remove it.”

8. 留評錯(cuò)的差評：買家在本店鋪和其他賣家那里留了內(nèi)容一模一樣的差評，但本店鋪沒有VP，其他賣家那里有VP，認(rèn)為買家留錯(cuò)了鏈接?！癉ear amazon，This is review,we though that the buyer left in the wrong link. The 2 reviewers for the 2 links are all the same, The buyer left the review in our product link,there is no "Acquisto verificato",but he left in another store link,there is "Acquisto verificato",so we thought that the buyer left the review in the wrong link,and realised that he did it wrong,so he reviewed to the correct link again,so for other store link,there is "Acquisto verificato"。Here is our link: https://www.amazon.it/gp/customer-reviews/R3ARNY492G1KHW/ref=cm_cr_getr_d_rvw_ttl?ie =UTF8&ASIN=B073XZD3PF。Here is another link(with "Acquisto verificato",the buyer should left his review in this link,not ours) CORREZIONE FEEDBACK non funziona con huawei p9 lit... UTF8&ASIN=B071955B43。Please check the attachment. Please investigate it and help us to remove it. Thank you”。

溫馨提示：如果客服部未幫忙刪掉評論，可隔一兩天再開case，不同客服可能會幫忙處理。每次開case后，將相關(guān)信息復(fù)制到一個(gè)文本上，下次開case時(shí)可直接復(fù)制使用，無需重復(fù)填寫。例如：“ASIN or ISBN of the product:B01LZE2PKP---去掉了。Title of the review:Da non comperare。The name of the reviewer: Paolo。The date of the review as it appears on our website:16 settembre 2017。The direct link to the review /post (click the 'Comments' link after the review, and copy/paste the URL that displays in your web browser: https://www.amazon.it/gp/customer-reviews/RMQID9LA90Y8K/ref=cm_cr_srp_d_rvw_ttl?ie=UT F8&ASIN=B01M01NX1P。Required action: Dear Amazon Team, The comment includes obscene language, please remove it, thank you。Best Regards”。

此外，還有一些其他問題：

游泳功能：客戶詢問游泳功能如何使用，此問題不應(yīng)作為產(chǎn)品評論，客戶放錯(cuò)了位置，且賣家已通過評論和郵件進(jìn)行解答，請求刪除該評論。“This comment is a question to our products. Customer is asking how does the swimming function work. It shouldn't be a product's review. It is just a question. Customer left the wrong position. Also, we have answered his question by comments and email. Please remove it. Thanks”。

誤導(dǎo)消費(fèi)者：“mislead other consumers”。

沒有充電器：該健身追蹤器無需充電器，可通過電腦USB端口或連接插座的電源適配器充電，且在用戶手冊和產(chǎn)品頁面中已明確說明充電方式，此評論不合理，會誤導(dǎo)其他消費(fèi)者，請求刪除。“Required action: As the review the customer complain that it is no charger,however,in fact,for this fitness tracker,our accessories without charger,because it is no need the charger to charge,the correct charge way:use the usb port of a computer or power adapter connected to the socket Wall。And please check with the attachment,The charge way we have clearly described in our user manual and product page.so it is no our product problem,it is the customer not read the information about the user manual and product page。So please help us remove it,this review is unreasonable and it will mislead the other purchase customers”。

違反價(jià)格政策：此評論違反了亞馬遜關(guān)于“客戶評論中不應(yīng)涉及價(jià)格、產(chǎn)品可用性或購買選項(xiàng)的評論，這些評論與產(chǎn)品無關(guān)，不應(yīng)在客戶評論或客戶問題與答案中分享”的政策，對賣家不公平，會誤導(dǎo)其他買家，請求檢查并刪除?！癉ear Amazon，This review violates the amazon policy about"Comments on pricing, product availability or purchase options are not related to the product and should not be shared in Customer Reviews or Customer Questions and Answers."。It is no fair for us, and it will also mislead the other buyers, please check it and remove it, thanks!!!”。

沒有VP，惡意差評：買家未實(shí)際購買和使用產(chǎn)品卻留下惡意評論，對賣家不公平，會誤導(dǎo)其他客戶，請求檢查并刪除?！癉ear Amazon Team，This customer review without Verified Purchase, I found all orders and can't find this order, the reviewer never buy it and use the product, it is no base on a honest opinions and experience, this is a malicious comment, it is no fair for us, and it will also mislead other customers, please check it and help me remove it. Thank you in advance. Best Regards”。

沒有充電器且沒有VP：客戶抱怨產(chǎn)品沒有充電器，但該健身追蹤器無需充電器且可直接充電，賣家已在產(chǎn)品列表中提及。此外，該訂單沒有VP認(rèn)證，買家可能留下了錯(cuò)誤評論，對賣家不公平，請求刪除?！癉ear Amazon, the customer complained that there is no charger in the package, but, in fact, our fitness tracker doesn't need a charger to charge it, it can be charged directly, we have also mentioned it on our listing。Another concerns, we found that the order is without verified purchased, and we also cannot find this order, so the buyer must leave a wrong review on our product. It is no fair for us, the customer review is no base on a honest and real experience, please remove it, thanks!”。

物流問題：客戶評論主要是關(guān)于物流方面的，且訂單由亞馬遜配送，對賣家不公平，請求刪除?！癏i, the customer review is all about shipping, and the order is shipped by Amazon, it is no fair for us, please remove it, thanks”。

找不到訂單，懷疑是競爭對手惡意評論：賣家找不到該訂單，認(rèn)為評論者未購買和使用產(chǎn)品，是惡意評論且可能來自競爭對手，對賣家不公平，請求刪除?！癉ear Amazon, Sorry to bother you, however I can't find this order even found all the orders.The reviewer never buy ut and use the product,this is a malicious comment, it must be from the competitor, so unfair for us. Pls kindly help us to remove it. Highly appreciated for your help. Best regards”。

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（來源：大寶站外推廣）