亚马逊差评处理全攻略：如何应对恶意差评与提升卖家评分

亚马逊差评处理全攻略：如何应对恶意差评与提升卖家评分

Amazon Negative Feedback Guide: How to Handle Malicious Reviews & Improve Seller Ratings

亚马逊差评的严重性 | The Severity of Amazon Negative Feedback

很多做亚马逊的朋友都会遇到客户给差评的问题，而在亚马逊差评是非常严重的事情。一个差评可能导致销量从每天上百单骤降到十几单，甚至引发封店风险。

Many Amazon sellers face negative feedback issues, which can be devastating. A single bad review may cause daily sales to plummet from hundreds to just dozens, and even lead to account suspension.

亚马逊卖家评分系统 | Amazon Seller Rating System

亚马逊采用5星评价系统：5-4星=好评，3星=中评，1-2星=差评。评分公式为：好评总数/评价总数（按30/90/365天或总评价计算）。

Amazon uses a 5-star rating system: 5-4 stars=positive, 3=neutral, 1-2=negative. Rating formula: Positive reviews/Total reviews (calculated by 30/90/365 days or lifetime).

差评处理三步法 | 3-Step Negative Feedback Solution

第一步：冷静分析责任归属 | Step 1: Analyze Responsibility

• 点击差评旁的RESOLVE按钮（仅1-2星显示）
• 记录差评产品，分析问题根源
• 对恶意差评可联系亚马逊客服申诉

• Click RESOLVE button (only for 1-2 star reviews)
• Document negative feedback and identify root causes
• Report malicious reviews to Amazon Support

第二步：主动联系买家 | Step 2: Contact Buyer Proactively

1. 道歉并提供解决方案（退款/补发）
2. 引导买家修改评价（不可直接要求）
3. 通过"Your Account→Your Orders→Remove Feedback"路径操作

1. Apologize and offer solutions (refund/replacement)
2. Guide buyer to modify review (don't directly request)
3. Navigate via "Your Account→Your Orders→Remove Feedback"

第三步：亚马逊客服申诉 | Step 3: Appeal to Amazon Support

符合以下条件可申诉移除差评：
• 含不当语言/个人信息
• 买家威胁差评（需截图证据）
• 亚马逊物流问题导致的差评
• 含促销/竞争对手信息

Valid removal reasons include:
• Inappropriate language/personal info
• Buyer threats (screenshot required)
• Issues caused by Amazon FBA
• Promotional/competitor information

预防胜于治疗 | Prevention is Better Than Cure

除了处理差评，卖家更应注重产品质量控制和客户服务优化，从源头减少差评产生。

Beyond handling negative feedback, sellers should focus on product quality control and customer service optimization to prevent bad reviews at the source.

（来源：吉特跨境）| (Source: Gitee Cross-border)