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亚马逊店铺被投诉操控评论怎么申诉

了解亚马逊的小伙伴都知道,做亚马逊,推爆款和做店铺积累只是初级第一步,维稳和保持店铺安全长久才是重中之重

亚马逊店铺被投诉操控评论怎么申诉

了解亚马逊的小伙伴都知道,做亚马逊,推爆款和做店铺积累只是初级第一步,维稳和保持店铺安全长久才是重中之重,因为你永远不知道,明天和小红旗哪个先到来

本文分享 第三种情况:产品被投诉/系统检测到你店铺 操控评论,怎么申诉?

今天分享:后台邮件被检测到操控评论/或某些客人投诉操控评论。

首先来说一下这个坑:

我们在后台邮件沟通的时候不能出现任何 退款/重发后要求客人删除/修改评论的词语,也不能明确要求买家写好评。否则对方都可以借此投诉你操控评论。(当然你们是通过各种私下沟通的就没关系啦~ 前提是没法证明那些私下方式跟你这个卖家账号有关系)

有人说,我分两个邮件,第一封给他解决问题(退款/重发), 第二封再要求删除/修改评论行不行? 答案是,不行。结果同上面是一样的。原则上你处理好售后问题和买家留怎么样的评论是不相关的,仍然不能要求客人去做什么。碰到恶心的买家(或对手),他还是可以因此投诉你。

当然啦,很少碰到这么恶心的买家(但是我就碰到了一次 (┬_┬))。

通常,被投诉成功后/被检测到刷评论,你会先收到一个小红旗告诉你店铺涉嫌操控评论了。说会在24小时内电话你:电话内容是亚马逊跟你说你店铺被投诉/检测到操控评论了,然后贴心的教你怎么写POA,需要写哪些部分。

两种情况:

1. 电话后,店铺立马先被冻结了,然后需要你在72小时内写一个POA。POA写的好,有可能当晚就解封了~

2. 电话后,店铺没有被冻结,但是通知72小时内需写一个POA,否则会冻结店铺。POA写好提交后,大概72个工作小时后通知你审核结果。

(我是第二种情况,但是听说其它同行大多数是第一种情况,不过不管是什么情况,都要好好写POA。)

下面开始POA正文:

(关注公众号,后台发送 POA3 即可得到本文申诉信模板word文件~)

Dear Amazon team,

We are so sorry that we received your email: Policy Warning about violates the review policy on XXX. We are so sorry for any inconvenience to the customers and the Amazon policy team. After carefully review "Customer Review policy" and "Communication Guidelines", we clear the role and policy for how to communicate with customers correctly. As a seller on Amazon, this is our fault to ask our customers to remove or update their reviews proactively.

(首先承认错误,这种就不要跟亚马逊争论了。道歉+自己重新拜读了亚马逊卖家政策)

Since we received your email, we have thoroughly checked all emails communicated with our customers.

What reasons cause the issues?(第一部分,找发生这样问题的原因)

1.We hired a new employee in Mars 2020, and he has contacted some customers who have left negative reviews. He contacted them through Amazon order page because some customers used their real name or ID similar to their name, he can open "manege order" page and filter base on order date and Asin, and find the orders whose customer's name was same as or close to the reviewers' name.(坦白作案过程)

we didn't carry out a systematic and effective training regarding the Amazon policy for the new employee, he made a mistake and manipulated product reviews, which is prohibited by Amazon policies. We will take responsibility for everything he has done and makes sure he and all the other employees of our company will not violate the Amazon review policy again in the future. (新员工犯的错,但是我们还是全权负责的,不要给人感觉在甩锅)

(我们是后台出现了实锤,就是有 删除修改差评的 词汇,所以干脆承认错误,找了一个解释,就说 新招了个员工,不了解亚马逊政策导致的。)

其它涉及到店铺信息,就不举例了。总之要好好认错,最好多举几个错误的例子,订单,ASIN。时间就以雇佣这个员工为界限。

以及这个员工的“作案方式”,是怎么联系到买家,联系了几个,改成功和没改成功的。所谓为啥要新员工,这样你就不用从店铺诞生开始检查了,从新员工入职时间点开始举例。。。

The action we have taken to resolve the issue:(第二部分,解决方案)

1. We checked all emails he sent and correct them. (已经检查所有这个员工发过的邮件)

2. We arranged another colleague who knows well Amazon guidelines to handle this problem. (已经安排了其它员工跟进工作)

3. We have talked with the new employee, let him read Amazon guidelines carefully. And we have an emergency meeting, gave new employee urgent training. (紧急开会培训)

4. We printed a brochure of Amazon guideline for every employee. We set a rule that no matter who makes a similar mistake again, we will fire him or her. (打印了亚马逊卖家政策了。。。)

5. And also we did not and will not manipulate comments in any other way. (这里要说一下,如果你有大量刷单,并且被检测到刷单,明确指出你刷单了,亚马逊是要你提供刷单的名单的。。。因为我没有刷单,就酱紫了~ 特别说一下,如果没有刷单的也要在第二部分提一嘴说没刷单。)

Actions that we will take to ensure a similar situation won't happen again:(第三部分,预防措施,很重要滴

1. All new employees will be arranged for retraining, especially Amazon seller rules training. And our company will organize at least one training for policy rules every month for all employees.

2. Print and make a brochure of Amazon guideline for all employees, we will make a highlight of the policy of review.

3. Hold a test about Amazon guideline every month, make sure all employees won't make any mistake against Amazon Policy.

4. XXXXX(哔------------)

5.For the content of future emails to customers, if there is uncertain information, we will immediately consult Amazon, and will not blindly send emails to customers arbitrarily.

然后总结一下自己的措施,承诺一下未来不会再犯,奉承一下亚马逊团队:

Above all, we will always focus on the customer experience and improve the quality of the product. We sincerely apologize for the inconvenience caused to the Amazon team and related customers. We will seriously train our new colleagues and strive to improve everyone's ability. Let everyone fully understand Amazon's policies. No longer make similar mistakes. If you are not satisfied with the above steps we took to prevent similar issues going forward, please give us your suggestions. We will try our best to make up for our deficiencies.

请注意不要完全跟模板一样,尽量换句子+根据自己店铺情况修改。

(来源:K哥聊出海)

以上内容属作者个人观点,不代表雨果跨境立场!如有侵权,请联系我们。

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