在亚马逊，想要成为一名合格专业的大卖家，除了优化listing、站内外引流之外，最重要的就是用户体验度，也就是用户的好评。但有时即使你已经做得很好了，还是收到了差评。那么亚马逊如何通过邮件让客户删除商品差评呢？
这时我们一般会通过邮件和客户取得联系，请求他移除差评。下面就给大家讲解亚马逊如何通过邮件让客户删除商品差评的详细攻略！
关于邮件标题
关于标题，可以使用Order Information, Refunds, Returns等吸引人的标题。也可以使用Free,Replacement/Refund, Item Name, Customer Name, Order ID等字眼吸引客人打开，避免你的邮件被归为垃圾邮件。
如果你做的是小语种站点，记得使用对应的语言，尽可能不要用google翻译。
当客人多次不回复时，可以尝试使用标题党，如Urgent Help.... A gift for.....等。
此外，还要注意介词以外首字母大写。
示例：
A Free Replacement Car Jump Starter for RoyCousin for Order ID 202-3445268-5489146
Remboursement complet de Booster Batterie pour Dali 404-4784579-8746718
Ein kostenlose Starthilfe als Ersatz für Valentin Martin 303- 4321018-0291539
Urgent Help for Customer Mark202-3450969-7906731
关于邮件内容
邮件正文一般首先是自我介绍，说明写信目的，再简述Review的内容。
语气上，要弱化问题，强化你对客户问题的重视度。当客人情绪激动或者问题严重时，尝试转换角色，了解客户的问题，从客户的角度给出解决方案，让客户觉得你是站在他这边的。
当解决了客户的问题后，可以请求移除差评。
示例：
差评内容：
Tsui Ying Wai BAPB0349
I finally had a try on this portable jumpstarter on my car (2006 Corsa SXI+) as I left my car for a long time and itdoesn't start. I have followed everything on the instruction booklet and I amvery sure I didn't do any step wrong. The product went on fire after Iconnected it to my car battery, and I had to pour the water immediately!!!!! Mycar still doesn't work now and I have to see if there is any damage to the carbattery. And the product was completely burnt and melted afterward, it was verydangerous. I will never buy this kind of product again!!!!
第一封回信：
This is Jack, the customer service managerof Amazon seller- Bravo Tech. ——自我介绍
I am so sorry and shocked when I know thisserious accident, I will handle this accident for you personally. I have contacted oursupplier at once and asked them to check all items again at once to avoid thesimilar situation happening again.——转换身份 （问题解决者）
I will follow up this problem until it issolved properly.——强化重视度
Please don't worry, as a reliable seller, Iwould like to try my best to help you. I know your fingers had been burnt, do you see a doctor?I hope everything goes well with you. I would like to issue the full refund foryou as a compensation, is it OK? Besides, as for your car, I don't know whetherit is damaged, if you confirm the problems, just email me at any time, we willtake this responsibility if it caused by our car jump starter. I hope you couldfeel our sincerity to help you to solve the problems.——表明负责立场，了解情况，提出解决建议
Meanwhile, I want to resend a new one foryou and you don't need to return the defective one, would you mind trying itagain? I will check the item carefully before sending out, if you use itfollowing the instructions, I confirm it can work safely. If you agree, couldyou please help me to confirm the shipping address:——进一步提出解决方案 （重新寄送 ）
第二封回信：
In order to solve the problem, I havere-sent a new one for you by expedited shipping so that you can receive itsoon. Usually it takes 2-3 working days to delivery and I do hope you canreceive it soon, I will offer a tracking number for you once it updates :)——告知已经重新发货，多久可以到货，并提供单号让买家放心
Besides, if you are satisfied with ourservice, could you please do me a favor to remove the negative or change it to 4/5 stars forour ****? The order ID is***. ——请求移除
I am a new comer in probation period, thenegative review really has great influence to my working performance, I reallyneed your help to pass the working evaluation in *** to keep my job, could youplease help me? it is also a great encouragement for me to do better in thefuture, is it OK? ——进一步把自己放在弱势地位，表明差评对自己业绩和工作的重大影响，博取客户同情，请求客户帮助，并表明以后将做得更好
Here are steps: ——告知客户移除步骤，基本就大工告成
1. Log on to your Amazon.it buyer's account.
2. Click on the 'Your Account' link.
3. Scroll to the 'Personalization' section.
4. Click the link titled "Product Reviews Written byYou".
5. You will be directed to a page where you can edit your reviews.
Thanks in advance for your kindness to me.
关于邮件的一些注意事项
1、关于去邮件的频率
很多客人在我们去了第一封邮件以后不回复，或者解决了问题以后要他帮忙移除就石沉大海。一般来说，可以1到3天去一封邮件，前2封可以先不换标题，第三封可以换一下。
如果跟了3封邮件都没回复，建议两个星期或者三个星期后再跟一下，以前就有一个月以后跟进得到回复并移除了差评的先例。
如果是求移除的邮件连续去了好几封邮件都不理的话，可以换个类似Urgent Help等显眼的标题。
2、关于重复发送邮件的措辞
重复发送一样邮件会显得太过于敷衍，而且客人也容易感觉被我们骚扰，但是改的话又没什么好改的。这时怎么办呢？
可以在后面的去件里加上类似于“可能我们的邮箱没有成功发送，所以您没有收到并回复我”，“我想确认是否您的问题已经解决，因为您之前没有回复我的邮件”。
示倒：
We are sure you are extremely busy and we justwanted to reconnect to see if we could be of any assistance to you.
I really wish to hear something from youabout that. Your attention to that case is really important for us, anyupdating or comments from you is highly appreciated.
3、重发货品小技巧
重发货品最好用加急。
在重发填地址的时候把客人邮箱填上，这样客人才能收到跟踪号。但如果是跨国的就不要填了，因为客人收到别的语言的跟踪号可能会生气，最好是寄件以后自己及时给客人提供。（发完之后就把重发信息、跟踪号告知客户，最好表明需要几天时间，让客户有个心理预期。）
把重发、退款界面截图给客人，扫除客人帮忙移除的后顾之忧。
4、关于求客人移除的时机和技巧
在帮客人重发或者退款了以后，可以适当的提一下移除，虽然当时客人一般都不会移除，但是也有一些比较友好的客人可能会移除。这个时候，如果客人很生气，就稍微提一下，说移除差评对自己很重要就行了，把移除过程写上去。
重发货品后马上求移除的还可以加上一句“不要担心，如果replacement或者refund有什么问题，我们也会及时跟进，直到问题被妥善解决。”消除客户的后顾之忧。还可以带一句“如果你现在不移除我们也完全理解，但是还是希望如果收到的东西没有问题可以帮助我移除。”
重发过后要及时跟进签收，签收以后就给客人去信问收到没有，然后再详细地陈述移除差评对自己工作的意义，希望他们帮忙移除。
这里还有一些细节：比如星期四写的邮件，可以说星期五要工作考核；二十几号写的邮件，可以说月底要考核；月初写的邮件，可以说月初要考核。
可以适当黑领导，说经理非常严格，这个差review是工作考核很重要的一部——如果这次考核不过，会失去自己的工作。
适当卖萌，说自己是刚毕业的，这是自己第一份工作，特别希望可以做的更好，是否可以帮助移除。
给出移除步骤之前，可以强调只需要1-2分钟的操作，而且步骤很简单。
5、撒泼打滚求移除参考模板
Hello,
This is Betty again, from Amazon seller-Bravo Tech, so sorry for bothering you again.——表明身份
I am concerned whether you have receivedour replacement car jump starter you. I checked the package was shipped by LaPoste and it was delivered. Could you please tell me whether it works well? Anyproblems, please email me at any time, I will try my best to help you. ——表明立场，想确认问题是否解决
Besides, if you are satisfied with ourservice, could you please do me a favor to remove the negative for our car jump starter? the order ID is 171-7676680-8779519.——表明请求
Besides, if you are satisfied with ourservice, could you please do me a favor to remove the negative or change it to4/5 stars for our car jump starter, I am a new comer in probation period, thenegative review really has great influence to my working performance, I reallyneed your help to pass the working evaluation to keep my j ob, could you pleasehelp me? It is also a great encouragement for me to do better in the future, isit OK?——表明请求和对你的重大意义
Your shopping experience is an importantreference to other buyers, I would really appreciate it if you’d like to shareyour experience with other buyers. Besides, it is also a great encouragementfor us to do better in the future, is it OK?——表明对其他买家和自己的影响
Hope you could understand, I'm a23-year-old girl, and this my first job, I wish I could do it better. I need topass the working evaluation to keep my job, could you please help me? It is also a great encouragement for me to dobetter in the future, is it OK?——弱化自己，强化买家地位
Meanwhile, I can understand that you justwant to give an honest review to our product. In fact, according to Amazonoriginal intention, the Amazon customer review is an important reference forother buyer, it should reflect over shopping experience and customer service. Iknow that you are a little dissatisfied with our product, and we have refundfor you as a compensation. And I do hope you can feel our sincerity to offerthe best service for you.——强调亚马逊规则，同时强调自己所做的事情以及帮助客户的诚意
以上就是关于亚马逊如何通过邮件让客户删除商品差评的攻略了，希望对卖家们有所帮助！
