亚马逊物流商品的买家反馈


与卖家自配送的订单一样,买家可以就亚马逊配送的订单留下给卖家的反馈。您可以使用绩效选项卡上的反馈管理器追踪买家对您服务的满意度。您可以查看短期和长期指标以及包含买家评论和电子邮件地址的详细反馈记录。

如果我收到有关“亚马逊物流”网络订单的负面反馈,会怎么样?

如果买家留下与亚马逊提供的配送服务相关的负面反馈,您可以请求移除反馈。审查反馈后,我们可能会删除负面评级,并且该评级不会反映在您的绩效指标中。买家评论将保留,并显示一条亚马逊的备注“该商品由亚马逊配送,我们会为本次配送体验负责”。

但是,如果我们发现评价中有任何内容涉及您的商品信息中所表明的商品状况(新品、二手等)或是您(而非亚马逊)向买家提供或安排提供的任何服务,则该反馈和负面评价将按原样保留。

请注意,我们的政策禁止任何可能妨碍我们帮助其他卖家的活动,包括向销售伙伴支持提交大量错误或推测而来的请求。

注意: 买家反馈删除仅适用于在亚马逊销售且通过“亚马逊物流”网络 (AFN) 配送的商品。亚马逊上卖家自配送的订单(即使作为多渠道配送订单提交)不符合买家反馈删除资格。


亚马逊官网原文详情:   

Buyer feedback for FBA Listings


Buyers can leave feedback for sellers on orders that are fulfilled by Amazon just as they do for merchant-fulfilled orders. The Feedback Manager on the Performance tab lets you track buyer satisfaction with your service. You can view short-term and long-term metrics as well as detailed feedback entries with buyer comments and email addresses.

What happens when I receive a negative feedback on an AFN order?

When a buyer leaves negative feedback that is related to delivery service provided by Amazon, you can request for removal of the feedback. After reviewing the feedback, we might strike through the negative rating, and it will not reflect on your performance metrics. The buyer's comment will remain with a note from Amazon that states, "This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience."

However, if we find that any portion of the comment applies to the condition of your product as indicated on your listing (New, Used, etc.), or any service that you, instead of Amazon, provided or arranged to be provided to the buyer, the feedback and negative rating will remain without edits.

Please note that our policies prohibit any activity that would interfere with our capacity to help other sellers, including submission of high volumes of incorrect or speculative requests to Seller Support.

Note: The buyer feedback strike-through only applies to items sold on Amazon and fulfilled through the Amazon fulfillment network (AFN). A merchant-fulfilled order on Amazon, even if submitted as a Multi-Channel Fulfillment order, is not eligible for buyer feedback strike-through.

文章来源:亚马逊官方网站