碰到买家给差评时，卖家要如何向亚马逊申诉？
2016年12月19日
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买家会因为各种各样的原因给卖家差评，然而如果你的申诉写得合理有逻辑、具有说服力，亚马逊一般都会帮你删掉。
符合以下条件的差评，卖家都可以向亚马逊申请移除。（其中，前4点是亚马逊官方规定；第5点跟价格有关，比如当买家评论：“I found this cheaper at Wal-Mart”时，亚马逊会删评；后面几点是我自己补充的）
1. Obscenity（评论包含淫秽词语）
2. Personal information（评论包含卖家的私人信息）
3. Product review（针对产品的review）
4. FBA sale（FBA订单产生的差评）
5. Price objection（买家对价格有异议）
6. Demonstrably untrue（评论包含不实信息）
7. We did the right thing（卖家没做错事，买家却因为误会或其它原因给差评）
8. Using feedback as email（买家无法通过邮件联系到卖家，只能用feedback反馈问题）
9. Feedback from a competitor（竞争对手的恶意差评）
10. Irrelevant comment（与订单无关的评论）
有些情况卖家可以引导买家删评。但如果评论存在明显漏洞，那还是让亚马逊删掉来得更省事一些。申诉时尽量做到简明扼要，解释清楚后，要呼吁亚马逊采取行动：Please remove this feedback.
下面这些是我申诉成功的例子，大家可以参考：
（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.”（条件3：Product review）
买家说产品有损坏。因为拿到产品时是密封的，我们也不知情，所以这个差评跟产品有关。
这是更简单粗暴的申诉版本：“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!”（条件5：Price objection）
restocking fee跟价格有关，所以可以申请移除。记得提到亚马逊的相关规定。
（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!”（条件6：Demonstrably untrue）
这个买家抱怨的每个问题我都进行了解释。他嫌太晚送达了，我就说快递在预计交货时间内送达。
（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.”（条件7：We did the right thing）
我们按订单页面的地址发货，买家没收到是因为他地址给错了。然后1星差评被亚马逊删掉了。
（5）“The customer is using feedback as e-mail. We have e-mailed the customer to resolve the situation. Please remove this.”（条件8：Using feedback as email）
我有发邮件给买家，想解决问题，但不知道她是没看到还是怎样，给了我2星差评。
（6） “Customer stated in BuyerSeller 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.”（条件9：Feedback from a competitor）
买家自己也是一个卖家，却给我一个中评。亚马逊客服删了，给的理由是“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!”（条件10：Irrelevant comment）
这个美国买家评论他不确定货运代理能不能顺利交货。这跟我们有什么关系？我们连忙把“锅”甩给货代，亚马逊后来删掉了评论。
1. Obscenity（评论包含淫秽词语）
2. Personal information（评论包含卖家的私人信息）
3. Product review（针对产品的review）
4. FBA sale（FBA订单产生的差评）
5. Price objection（买家对价格有异议）
6. Demonstrably untrue（评论包含不实信息）
7. We did the right thing（卖家没做错事，买家却因为误会或其它原因给差评）
8. Using feedback as email（买家无法通过邮件联系到卖家，只能用feedback反馈问题）
9. Feedback from a competitor（竞争对手的恶意差评）
10. Irrelevant comment（与订单无关的评论）
有些情况卖家可以引导买家删评。但如果评论存在明显漏洞，那还是让亚马逊删掉来得更省事一些。申诉时尽量做到简明扼要，解释清楚后，要呼吁亚马逊采取行动：Please remove this feedback.
下面这些是我申诉成功的例子，大家可以参考：
（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.”（条件3：Product review）
买家说产品有损坏。因为拿到产品时是密封的，我们也不知情，所以这个差评跟产品有关。
这是更简单粗暴的申诉版本：“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!”（条件5：Price objection）
restocking fee跟价格有关，所以可以申请移除。记得提到亚马逊的相关规定。
（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!”（条件6：Demonstrably untrue）
这个买家抱怨的每个问题我都进行了解释。他嫌太晚送达了，我就说快递在预计交货时间内送达。
（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.”（条件7：We did the right thing）
我们按订单页面的地址发货，买家没收到是因为他地址给错了。然后1星差评被亚马逊删掉了。
（5）“The customer is using feedback as e-mail. We have e-mailed the customer to resolve the situation. Please remove this.”（条件8：Using feedback as email）
我有发邮件给买家，想解决问题，但不知道她是没看到还是怎样，给了我2星差评。
（6） “Customer stated in BuyerSeller 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.”（条件9：Feedback from a competitor）
买家自己也是一个卖家，却给我一个中评。亚马逊客服删了，给的理由是“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!”（条件10：Irrelevant comment）
这个美国买家评论他不确定货运代理能不能顺利交货。这跟我们有什么关系？我们连忙把“锅”甩给货代，亚马逊后来删掉了评论。