客服回复主题相关问题

在2025年，亚马逊卖家在处理客户评论时遇到了多种问题。以下是一些常见情况及相应的处理请求。

1. 关于产品功能的询问：买家询问产品是否具有某个功能时，应在“QA”中提问或给卖家发邮件，而不是留下不良评论。如：“Dear Amazon，This review regards to asking the functions about the product,maybe the buyer does not know where to ask about it。He should ask in "QA" or email to the seller,not leaving a bad review here for us,so it is very fair for we seller。Please investigate it, and help us to remove it. Thank you”。

2. 很满意却给差评：若买家留1星或2星评论，可尝试申请去除，但3星评论较难去掉。例如：“Dear amazon，This is review, we though that the buyer left with wrong star。"Qualità prezzo ok Carino. Il tuch é buono e la sincronizzazione di rubrica messaggi e notifiche é veloce, una volta che si è scaricata l app Buon prodotto. Consegna perfetta"。The content of this review,all aspects are positive,but he left us with only 3 star, Maybe the buyer is too excited to click with the wrong star by accidentally. Please investigate it and help us to remove it.”

3. 收到产品是裂的：买家表示收到有划痕且包装破损的产品，认为是亚马逊配送过程中造成的损坏，亚马逊应负责。“Dear amazon，This is review,the buyer said that she received the Scratches one,and the package was broken,so we though the package was damaged when amazon ship it. Cause the package was shipped by amazon,so amazon will be responsible for it. We checked all of our products very carefully before shipping to amazon warehouse,so the product is good when we shipped it. Please investigate it and help us to remove it. Thank you”。

4. 收到二手货：买家称收到有划痕的二手产品且包装破损，认为是亚马逊在配送时未仔细检查退货商品并将其放入可销售仓库，导致该买家收到二手商品，亚马逊应承担责任。“Dear amazon，This is review,the buyer said that she received the Scratches and the used one,and the package was broken,so we though the package was damaged when amazon ship it. And the item must be the returned product by other buyer,Amazon did not check the returned item carefully,and put the returned item to the sellable warehouse. So this buyer received an used product. Cause the package was shipped by amazon,so amazon will be responsible for it. We checked all of our products very carefully before we shipped the products to amazon warehouse,so the product is good when we ship it. Please investigate it and help us to remove it. Thank you”。

5. 差评带有侮辱性语言：评论中包含淫秽语言，不符合亚马逊评论政策，应予以删除。“Dear Amazon Team，The customer review includes obscene language. Every buyers have the right to review product, but i don't think that he should use foul language, it can't meet the guideline of the review policy from amazon。The content of review: "只截取脏话部分"。Please investigate it and help us to remove it.”

6. 没有VP：这种情况较难去除，但可尝试申请。“Dear Amazon Team，I found all orders and can't find this order, the reviewer never buy it and use the product, this is a malicious comment, please help me remove it. Thank you in advance.”

7. 不会使用产品（如331不会启动）：买家对产品功能有疑问，应在“QA”中提问或给卖家发邮件，而不是留下不良评论。“Dear Amazon，This review regards to asking the functions about the product,maybe the buyer does not know where to ask about it。He should ask in "QA" or email to the seller,not leaving a bad review here for us,so it is very unfair for we seller. Please investigate it, and help us to remove it.”

8. 留评错的差评：买家在本店铺和其他卖家那里留了内容一模一样的差评，但本店铺没有VP，其他卖家那里有VP，认为买家留错了链接。“Dear amazon，This is review,we though that the buyer left in the wrong link. The 2 reviewers for the 2 links are all the same, The buyer left the review in our product link,there is no "Acquisto verificato",but he left in another store link,there is "Acquisto verificato",so we thought that the buyer left the review in the wrong link,and realised that he did it wrong,so he reviewed to the correct link again,so for other store link,there is "Acquisto verificato"。Here is our link: https://www.amazon.it/gp/customer-reviews/R3ARNY492G1KHW/ref=cm_cr_getr_d_rvw_ttl?ie =UTF8&ASIN=B073XZD3PF。Here is another link(with "Acquisto verificato",the buyer should left his review in this link,not ours) CORREZIONE FEEDBACK non funziona con huawei p9 lit... UTF8&ASIN=B071955B43。Please check the attachment. Please investigate it and help us to remove it. Thank you”。

温馨提示：如果客服部未帮忙删掉评论，可隔一两天再开case，不同客服可能会帮忙处理。每次开case后，将相关信息复制到一个文本上，下次开case时可直接复制使用，无需重复填写。例如：“ASIN or ISBN of the product:B01LZE2PKP---去掉了。Title of the review:Da non comperare。The name of the reviewer: Paolo。The date of the review as it appears on our website:16 settembre 2017。The direct link to the review /post (click the 'Comments' link after the review, and copy/paste the URL that displays in your web browser: https://www.amazon.it/gp/customer-reviews/RMQID9LA90Y8K/ref=cm_cr_srp_d_rvw_ttl?ie=UT F8&ASIN=B01M01NX1P。Required action: Dear Amazon Team, The comment includes obscene language, please remove it, thank you。Best Regards”。

此外，还有一些其他问题：

游泳功能：客户询问游泳功能如何使用，此问题不应作为产品评论，客户放错了位置，且卖家已通过评论和邮件进行解答，请求删除该评论。“This comment is a question to our products. Customer is asking how does the swimming function work. It shouldn't be a product's review. It is just a question. Customer left the wrong position. Also, we have answered his question by comments and email. Please remove it. Thanks”。

误导消费者：“mislead other consumers”。

没有充电器：该健身追踪器无需充电器，可通过电脑USB端口或连接插座的电源适配器充电，且在用户手册和产品页面中已明确说明充电方式，此评论不合理，会误导其他消费者，请求删除。“Required action: As the review the customer complain that it is no charger,however,in fact,for this fitness tracker,our accessories without charger,because it is no need the charger to charge,the correct charge way:use the usb port of a computer or power adapter connected to the socket Wall。And please check with the attachment,The charge way we have clearly described in our user manual and product page.so it is no our product problem,it is the customer not read the information about the user manual and product page。So please help us remove it,this review is unreasonable and it will mislead the other purchase customers”。

违反价格政策：此评论违反了亚马逊关于“客户评论中不应涉及价格、产品可用性或购买选项的评论，这些评论与产品无关，不应在客户评论或客户问题与答案中分享”的政策，对卖家不公平，会误导其他买家，请求检查并删除。“Dear Amazon，This review violates the amazon policy about"Comments on pricing, product availability or purchase options are not related to the product and should not be shared in Customer Reviews or Customer Questions and Answers."。It is no fair for us, and it will also mislead the other buyers, please check it and remove it, thanks!!!”。

没有VP，恶意差评：买家未实际购买和使用产品却留下恶意评论，对卖家不公平，会误导其他客户，请求检查并删除。“Dear Amazon Team，This customer review without Verified Purchase, I found all orders and can't find this order, the reviewer never buy it and use the product, it is no base on a honest opinions and experience, this is a malicious comment, it is no fair for us, and it will also mislead other customers, please check it and help me remove it. Thank you in advance. Best Regards”。

没有充电器且没有VP：客户抱怨产品没有充电器，但该健身追踪器无需充电器且可直接充电，卖家已在产品列表中提及。此外，该订单没有VP认证，买家可能留下了错误评论，对卖家不公平，请求删除。“Dear Amazon, the customer complained that there is no charger in the package, but, in fact, our fitness tracker doesn't need a charger to charge it, it can be charged directly, we have also mentioned it on our listing。Another concerns, we found that the order is without verified purchased, and we also cannot find this order, so the buyer must leave a wrong review on our product. It is no fair for us, the customer review is no base on a honest and real experience, please remove it, thanks!”。

物流问题：客户评论主要是关于物流方面的，且订单由亚马逊配送，对卖家不公平，请求删除。“Hi, the customer review is all about shipping, and the order is shipped by Amazon, it is no fair for us, please remove it, thanks”。

找不到订单，怀疑是竞争对手恶意评论：卖家找不到该订单，认为评论者未购买和使用产品，是恶意评论且可能来自竞争对手，对卖家不公平，请求删除。“Dear Amazon, Sorry to bother you, however I can't find this order even found all the orders.The reviewer never buy ut and use the product,this is a malicious comment, it must be from the competitor, so unfair for us. Pls kindly help us to remove it. Highly appreciated for your help. Best regards”。

（注：以上内容属作者个人观点，不代表风口星网立场！本文经原作者授权转载，转载需经原作者授权同意。）

（来源：大宝站外推广）

近期，据相关新闻报道，亚马逊平台加强了对商品评论的管理，对于违规评论的处理更加严格，以维护平台的良好秩序和消费者的权益。这也提醒卖家们要更加注重产品质量和服务，以获得更好的口碑和评价。