二、常见中差评种类及处理技巧

1.发货未收到

发货妥投未收到

Hi Amazon,

 Greetings.

I’m sorry to bother you. The buyer’s were delivered on time, we shipped

the buyer item VIA 运输方式 , the tracking number is 跟踪号 ,i just

checked it on website, it said”妥投的物流信息". So could you kindly

help  me  to  remove  the  feedback  as  it  is  very  harmful  to  my

account:( Your understanding and kind help will be greatly appreciated.

Thanks in advance:)

BR

Vivi

2.但是很多情况下是不可以移除的，比如买家留的差评是 "it saysdelivered,but i never get it"，亚马逊回复的邮件会告诉我们由于买家说没有收到，所以需要我们和买家确认。在这种情况下，可以发以下邮件联系买家。

Hi friend,

（加上妥投的物流信息并且提供查询网址）

I am so sorry to bother you, i noticed you leave a bad feedback and mentioned you never got the package from us. Have you got it now?

Could you kindly help me confirm it?

Thank you.

Waiting for your updating...I will try my best to help to solve your problem properly. If there's any problem, please contact me asap. I 'm always here to service you. Have a nice day:)

Yours Sincerely,

Melissa

3.如果买家回复说已收到，就可以联系亚马逊

Hi Amazon,

Greetings.

I’m sorry to bother you. The buyer’s were delivered on time, we shipped the buyer item VIA 运输方式 , the tracking number is 跟踪号 ,i just checked it on website, it said”妥投的物流信息".

And we also contact the buyer, the buyer reply us “yes, I get it later”.

So could you kindly help me to remove the feedback as it is very harmful to my account:( Your understanding and kind help will be greatly appreciated. Thanks in advance:)

BR

Vivi

4.买家抱怨物流时间长，但是我们是在后台的预计到达时间内 delivered

Hi Amazon,

Greetings.

I’m sorry to bother you. The buyer complained the delivery time is too long, but we send his package within the estimated delivery time, here is the Estimated Delivery: Jun 1, 2014to Jun 16, 2014.

we shipped the buyer item VIA 运输方式, the tracking number is 跟踪号,i just checked it on website, it said”妥投的物流信息".

So the buyer ’ s were delivered on time, the feedback is not true and unfair to us.

So could you kindly help me to remove the feedback as it is very harmful to my account:( Your understanding and kind help will be greatly appreciated. Thanks in advance:)

BR

Vivi

5.缺货未收到，已经退款的

Hi customer,

I am so sorry to bother you. I noticed you didn’t get your package, so we try to refund full payment to you,

But in fact i just checked your account and found your payment is still here, how about refund it to you now?

It is my pleasure to service for you. Any further problem, please feel free to contact me. Have a nice day:)

Warmer regards,

Mark

三、三种解决方案

1.第一封：

Hi customer,sorry to bother you,we have arranged to refund to you,it will

back to you within 3-5 days.

Is that ok?

Lucy

One more question,will you remove the bad feedback for me when you get it?

I beg you.

I apologize for my mistake.

Lucy

方法二：

Hello friend,

1.第一封邮件：i am so sorry for the poor delivery,but we indeed shipped your item out in time, maybe some accident happened in the long shiping way.The package should be delay due to the long international shipping,while this is out of my control.Can you understand it?I am waiting for your information to resolve the problem for you.

We still have this item.How about resend to you as compensation ?Is that ok?

Waiting for your reply......

I am sorry, you gave me negative feedback before contacting me and giving no chance, let me solve the problem for you right before the bad

Yours sincerely

Melissa

Customer Service Department

2.不管买家回复与否都继续发这封：

Hi customer,

sorry to bother you,we have arranged to resend. Can you help me

confrim the address?

Is that ok?

Lucy

3.如果买家同意补寄，引导买家移除差评：

Hi friend.

Thanks for your cooperation ， good news,the package will be send tonight .

One more question,will you help me remove the bad feedback ?

the lost package,please forgive us.

Can you offer us a chance?

I beg you.

Lucy

4.引导买家移除差评：

Hi friend,

Sorry to bother you again,i have arranged to resend your package again ,the new package have on the way to you now, here is the new tracking number###. But can you do me a favor to remove the bad feedback for me? :)

I apologize for the poor shipping,i promise this time,it wil come to you.

Can you remove it for me when the tracking number shows the package

have on the way to you? Is that ok?

I beg for this chance.

Thank you in advance.

Waiting for your updating...I'm always here to service you.Have a nice day:)

Lucy

5.骗补寄或者真的补寄 没有改的

Hi friend,

I feel so bad,i have keep promise and resend a new package to you,i thought you will help me when the package shipped,but i check it again today,why the bad feedback still in here?Why?

Please remove it for me as i resend a free package to you,my boss lost

much,so if the bad feedback still in here,i will be blamed by him and also

my salary will deduced due to this.

I really need your help now.

I beg you. Do you know how to remove it? Have a nice day.  Lucy

6.缺货未收到，没有退款，直接建议退款或者补寄

Hello friend,

i am so sorry for the poor delivery,but we indeed shipped your item out in time, maybe some accident happened in the long shiping way.While this is out of my control.Can you understand it?I am waiting for your information to resolve the problem for you.

How about refund full payment or resend a free new package to you as compensation ?Is that ok?

Waiting for your reply............

I am sorry, you gave me negative feedback before contacting me and giving no chance, let me solve the problem for you right before the bad feedback : (

I am an honest seller, all the problems that I do my best to solve them. Can you tell me what to do, so you are satisfied with our customer service? Thanks. Have a nice day!

Yours sincerely

Melissa

7.买家同意退款或者补寄，方法同缺货未收到退款的一样买家同意移除可以开个 case

Hi Amazon,

Greetings.

I'm sorry to bother you. After contacting with the buyer, the buyer agree to remove the feedback(We have email to the buyer and asked""Hi, could you please help to remove the feedback ?And the buyer mailed back to us"###") for us.

We have contacted with the buyer via phone, and the buyer does not

have time to do that cause he is busy with something now. So could you

kindly help me to remove the feedback as it is very harmful to my

account:( Your understanding and kind help will be greatly

appreciated.Thanks in advance:)

BR

Vivi

8.明显是好评的差评，并且买家 没有发邮件表示任何不满,比如；good, excellent.

Hi Amazon,

Greetings.

I'm sorry to bother you. The buyer's feedback is a good review. He didn't show any dissatisfaction towards the transaction. So could you kindly help me to remove the feedback as it is very harmful to my account:( Your understanding and kind help will be greatly appreciated. Thanks in advance:)

BR

Melissa

三、明显是好评的中评，不可以直接移除

1.第一封邮件：

Hi friend,

I am so sorry to bother you, i noticed you are not satisfied with the transaction in our store, could you kindly give me a chance?

I am sorry, you gave me negative feedback before contacting me and giving no chance, let me solve the problem for you right before the bad feedback: (

I am an honest seller, all the problems that I do my best to solve them. Can you tell me what to do, so you are satisfied with our customer service? Thanks. Have a nice day!

Yours sincerely

Melissa

2.第二封邮件

Hi friend,

I am so sorry to bother you again, i noticed you are not satisfied with the transaction in our store, could you kindly give me a chance?

As for compensation for this problem, we offer 3$ or give discount in next time, is that ok?

I really need this chance, Do you know the bad feedback is very very bad to me?Every bad feedback leave, my boss will give me only little salary, i only have 350$ a month, that's bad for me, i need it to support my family,

Wish you have good a nice day.

Kelly

3.Tips:1、万一我们在和买家沟通留导致买家不满意，留下这样的评价“Thank you”,"ok""not happy"Horrible""等的中差评可以换个身份，会有意想不到的效果哦。

Hi dear customer，

I am so sorry to bother you,my name is Kelly,the new customer in Acevog,i noticed you are not satisfied with the transaction in our store so you leave a bad feedback to us.

I read all the message from you,your problem is the dress is too small,while our customer service Melissa only offer 20% to you as compensation,i think this is unfair to you,this is our fault,i do apologize. Here is the good news, i have apply full refund for you from my boss and you NO NEED to return it.