了解亞馬遜的小伙伴都知道，做亞馬遜，推爆款和做店鋪積累只是初級第一步，維穩(wěn)和保持店鋪安全長久才是重中之重，因為你永遠不知道，明天和小紅旗哪個先到來

本文分享 第三種情況：產(chǎn)品被投訴/系統(tǒng)檢測到你店鋪 操控評論，怎么申訴？

今天分享：后臺郵件被檢測到操控評論/或某些客人投訴操控評論。

首先來說一下這個坑：

我們在后臺郵件溝通的時候不能出現(xiàn)任何 退款/重發(fā)后要求客人刪除/修改評論的詞語，也不能明確要求買家寫好評。否則對方都可以借此投訴你操控評論。（當(dāng)然你們是通過各種私下溝通的就沒關(guān)系啦~ 前提是沒法證明那些私下方式跟你這個賣家賬號有關(guān)系）

有人說，我分兩個郵件，第一封給他解決問題（退款/重發(fā)）， 第二封再要求刪除/修改評論行不行？ 答案是，不行。結(jié)果同上面是一樣的。原則上你處理好售后問題和買家留怎么樣的評論是不相關(guān)的，仍然不能要求客人去做什么。碰到惡心的買家（或?qū)κ郑€是可以因此投訴你。

當(dāng)然啦，很少碰到這么惡心的買家（但是我就碰到了一次 (┬＿┬)）。

通常，被投訴成功后/被檢測到刷評論，你會先收到一個小紅旗告訴你店鋪涉嫌操控評論了。說會在24小時內(nèi)電話你：電話內(nèi)容是亞馬遜跟你說你店鋪被投訴/檢測到操控評論了，然后貼心的教你怎么寫POA，需要寫哪些部分。

兩種情況：

1. 電話后，店鋪立馬先被凍結(jié)了，然后需要你在72小時內(nèi)寫一個POA。POA寫的好，有可能當(dāng)晚就解封了~

2. 電話后，店鋪沒有被凍結(jié)，但是通知72小時內(nèi)需寫一個POA，否則會凍結(jié)店鋪。POA寫好提交后，大概72個工作小時后通知你審核結(jié)果。

（我是第二種情況，但是聽說其它同行大多數(shù)是第一種情況，不過不管是什么情況，都要好好寫POA。）

下面開始POA正文：

（關(guān)注公眾號，后臺發(fā)送 POA3 即可得到本文申訴信模板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.

(首先承認錯誤，這種就不要跟亞馬遜爭論了。道歉+自己重新拜讀了亞馬遜賣家政策）

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

What reasons cause the issues?（第一部分，找發(fā)生這樣問題的原因）

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.（坦白作案過程）

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. （新員工犯的錯，但是我們還是全權(quán)負責(zé)的，不要給人感覺在甩鍋）

(我們是后臺出現(xiàn)了實錘，就是有 刪除修改差評的 詞匯，所以干脆承認錯誤，找了一個解釋，就說 新招了個員工，不了解亞馬遜政策導(dǎo)致的。）

其它涉及到店鋪信息，就不舉例了。總之要好好認錯，最好多舉幾個錯誤的例子，訂單，ASIN。時間就以雇傭這個員工為界限。

以及這個員工的“作案方式”，是怎么聯(lián)系到買家，聯(lián)系了幾個，改成功和沒改成功的。所謂為啥要新員工，這樣你就不用從店鋪誕生開始檢查了，從新員工入職時間點開始舉例。。。

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

1. We checked all emails he sent and correct them. （已經(jīng)檢查所有這個員工發(fā)過的郵件）

2. We arranged another colleague who knows well Amazon guidelines to handle this problem. （已經(jīng)安排了其它員工跟進工作）

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. （緊急開會培訓(xùn)）

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. （打印了亞馬遜賣家政策了。。。）

5. And also we did not and will not manipulate comments in any other way. （這里要說一下，如果你有大量刷單，并且被檢測到刷單，明確指出你刷單了，亞馬遜是要你提供刷單的名單的。。。因為我沒有刷單，就醬紫了~ 特別說一下，如果沒有刷單的也要在第二部分提一嘴說沒刷單。）

Actions that we will take to ensure a similar situation won't happen again:（第三部分，預(yù)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(嗶------------）

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.

然后總結(jié)一下自己的措施，承諾一下未來不會再犯，奉承一下亞馬遜團隊：

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.

請注意不要完全跟模板一樣，盡量換句子+根據(jù)自己店鋪情況修改。

（來源：K哥聊出海）

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