|
This article organizes the special content of negative reviews, hoping to help sellers better deal with this issue. 1. Sellers use a 5-star system to rate their feedback: Positive Feedback: 5 stars or 4 stars Neutral Feedback: 3 stars Negative Fssdback: 2 stars or 1 star 2. Amazon uses the following formula to calculate the seller's feedback score: Formula: Feedback score = total number of positive reviews / total number of reviews Note: The total number of reviews is calculated based on the best 30, 90, 365 days or all time. For example, suppose the following are the rating scores of a seller at different levels: Total number of positive reviews (5 stars + 4 stars) = 90 Total number of reviews (1 star to 5 stars cumulative) = 100 Feedback score = total number of positive reviews / total number of reviews = 90.0% How to respond to customers who receive negative reviews on Amazon? 1. Apologize and express understanding and condolences to the customer's dissatisfaction comments 2. Ask the customer politely and professionally about their dissatisfaction and product deficiencies 3. Express your willingness to help and solve customer problems: such as exchange and refund 4. Sincerely thank the customer and highlight the importance of customer reviews to yourself. Act pitiful and remember to praise! No matter if the buyer leaves a good or bad review! First, express your gratitude to the other party for taking the time to write the reviews (be polite! Sometimes when you are willing to provide free products to him, she will report you to Amazon...) Then start to express your apology for the bad reviews and specific ways to improve (such as sincerely apologize, provide a refund), and then show the sincerity of the customer service, let the other party know that his opinions are taken seriously, and give the customer a feeling of being respected. (The following is a reference template), more importantly, never negotiate with the buyer: refund you, but please leave a good review, such words. Delete negative review contact template 1 Thank you for purchasing with us. I would like to personally apologize for your experience with our [PRODUCT]. We strive to offer the 100% satisfaction for all our customers and will do whatever it takes to make you happy. We would be happy to send you a replacement or issue you a full refund.Please contact us directly at [YOUR EMAIL] to resolve this issue for you.Thank you for giving us the opportunity to make this rightSincerely,[YOUR NAME] Delete negative review contact template 2 We are the newly established small business, we contribute to provide the best service and upgrade our product all the time. Customer's review has a direct impact to our business. I hope you can change or cancel your assessment for us, because your assessment is very important to us. Hope you can understand. We are not US seller, we sell>you can contact us at any time for any issue. Delete negative review contact template 3 I see you ordered a XXX from our store, from your review, I understand that you are not satisfied with the product, I'm really sorry for that. As a reliable seller>excellent service to our customers. So when I see your review, I feel very sad.Here I contact you want to do something to make up for you. Our company policy is 100% refund for any unsatisfactory order or customer, so if you agree, we'd like to give you a full refund for it, do hope this shopping experience don't make you too much uneasy feeling. As a new seller, we respect every customer with thanking, we cherish every review, and do hope you can re-consider and help update the review to 4 or 5 stars at your convenience, is that ok? We also will update the product description about the size clearly.Look forward to your reply.With best regards, Delete negative review contact template 4 We noticed that you just left us a review. We are terribly sorry that you are not 100% satisfied with your purchase May I ask if there is anything wrong? Please simply write back and let us know how we can help. I personally promise that I will respond as soon as possible and that we will do our best to make sureyou are 5 out 5 stars happy with our products and service. Your review is very important to us. Hope you can understand and give us a chance to do it rightand make up for you :) Thank you again for your understanding and continuous support.Have a good day! Support Team Delete negative review contact template 5 We are so sorry to see the negative review without receiving any emails from you. So sorry for that our usb endoscope not able to meet your requirements, please accept our sincere apology. Thanks a lot. Awaiting for your reply.Wish you an amazing day!Best Regards, If the buyer is willing to delete the negative review, he can follow the steps below (taking the US site as an example) Log in to Amazon's official website. Click You Account in the upper right corner. Select Your Orders. Pull down the date range on the right to select the order date, then click GO. Find the order location and click View Order Details under the Order Placed date on the left to view the order details. Scroll to Your Seller Feedback and click Remove. Select a reason for removing the review and click Remove Feedback to remove the review. Note: Buyers will have 90 days to review and 60 days to remove the review. If there is no Remove button next to the review, it means that the 60-day removal period has expired. If it is a malicious negative review from a competitor There are a few common treatment methods 1) Organize and provide various evidences as soon as possible: purchase orders, invoices, and brand authorization supporting documents to prove that the products are genuine and not counterfeit or imitation goods; 2) Open a case with Amazon Seller Platform or directly file a complaint and report via email. If you receive concentrated and continuous negative reviews, you can explain to Amazon that it is a malicious attack from competitors and ask Amazon for help; 3) After Amazon accepts the application, it will usually make a judgment based on the competitors’ historical shopping records, IP information, shopping paths, past reviews and other information. Sellers should explain to Amazon the losses caused by your listing, etc., and pay attention to speeding up the follow-up process in the hope that Amazon will speed up the processing progress; 4) You need to increase orders and positive reviews as soon as possible, click more 5-star helpful comments, etc., and try your best to minimize the losses. In short, when a product keeps getting negative reviews, in addition to taking quick measures to delete the negative reviews, we should also consider whether the product is worth making, how to improve it, whether the cost of maintaining reviews is too high, and finding the root cause of the negative reviews.
|
