关于商品评论问题的回答

如何鼓励买家提供商品评论?

亚马逊会自动向买家发送电子邮件,请他们填写评论。您无需对此执行任何操作。要了解更多信息,请参阅早期评论者计划。

如果您决定向买家寻求其留下评论,您不能要求他们给出正面评论或仅要求获得良好体验的买家给出评论,也不能要求买家删除他们的评论或试图影响评论。例如,您不能提供任何补偿来换取评论,包括货币或礼品卡、免费或折扣商品、退款或赔偿以及任何其他优惠。

我可以提供礼品券或免费礼品吗?

我们禁止以任何形式的补偿来换取评论或对“该评论有无参考价值”的投票,包括任何以下补偿:

  • 付款(包括以货币或礼品卡的形式)

  • 退款或赔偿,包括通过非亚马逊付款方式的退款或赔偿

  • 免费商品

  • 参加抽奖或竞赛的资格

  • 为未来的购物提供折扣

  • 其他礼品

我可以在商品描述中引用某个好评吗?

评论内容的版权归其评论者所有。您可以通过回复评论征求评论者的同意。要了解更多信息,请参阅关于促销内容。

我可以评论自己销售的商品吗?

不可以。您不能为自己或您竞争对手出售的商品撰写评论。您也应该确保您的家人和员工遵守此要求。

买家可以评论不是在亚马逊商城或从我的店铺购买的商品吗?

可以。只要买家符合我们社区准则中的资格标准,便可评论亚马逊上的任何商品,无论该商品是从何处购买的。

为何存在对尚未发布的商品的评论?

我们只允许买家为已发布的商品提交评论。但以下商品除外:

  • DVD 和蓝光电影。评论者可以在电影发布前,根据电影在影院的上映情况提交评论。然而,对于音乐和视频游戏,评论者不能在发布前评论。

  • 图书。如果图书已有其他版本推出,评论者可在其发布之前提交评论。例如,如果某本书的精装版已发布,则可以对其预发行的平装版进行评论。

  • Vine 预发行版本。Vine 评论者可以在商品发布前进行评论。有关更多信息,请参阅关于 Amazon Vine。

注意: 如果您看到某个尚未发布的商品上显示有评论,且不符合以上任一情况,请使用评论旁边的举报滥用情形链接进行举报。

亚马逊可以跨国际亚马逊网站链接评论吗?

目前,我们的商品评论仅针对一个亚马逊网站。但我们有一种功能,可以将亚马逊主商城中的评论显示在其他国家/地区亚马逊网站上的同种商品下。虽然显示了评论,但投票数和评论数不会计入全球网站中商品的投票总数。

亚马逊会关联同一个变体中的商品评论吗?

可以。亚马逊会在一个变体中的子 ASIN 之间共享商品评论,以便买家更轻松地做出明智的购买决定。我们仅在商品实质上相同且发布在同一分类中时共享评论,并且共享的每种商品评论都应当与整个系列相关且适用于整个系列。

买家评论和卖家反馈有何区别?

买家评论是关于商品的,而卖家反馈是关于卖家和购物体验的。买家评论不影响您的卖家绩效指标,但卖家反馈会影响您的绩效指标。

如果我收到的卖家反馈是与商品有关的,该怎么办?

如果您收到了关于商品而非您的服务或购物体验的反馈,请 请求从反馈管理器中删除反馈

我的商品收到新评论时我会收到通知吗?

不会。买家发布了关于卖家销售的商品的新评论时,亚马逊不会通知卖家。

我可以回复评论吗?

您可以点击“备注”按钮,从而按照社区准则的要求添加评论。请注意,需要一个或多个购买历史记录。此外,您可以联系买家,回复他们在商品详情页面上的评论,并要求他们通过买家与卖家消息服务与您联系,以解决他们的问题。您无法通过其他方式联系买家。

亚马逊会在一段时间后删除评论吗?

不会。只要此商品发布在亚马逊上,其评论就会继续显示,但我们会删除那些违反我们准则的评论。买家也可以删除自己的评论。

当某个商品推出升级版(如新型号、修复问题或软件升级)后,亚马逊会删除评论吗?

不会。买家提供的任何信息都可能对其他买家有帮助。

某些评论为何会消失?

我们仅会出于以下三种原因从亚马逊网站删除评论:

  • 评论与我们的社区准则存在冲突。

  • 评论由评论者删除。

  • 我们发现多个商品错误地发布为同一商品。这些商品分开后,为其发布的评论也会分开。

  • 我们检测到商品有异常的评论行为,因此暂停接受或显示该商品的评论,或仅接受或显示亚马逊已确认购买的评论。

如何处理不公正的、甚至可能是虚假评论的负面评论?

如果您认为某个评论违反了我们的社区准则,请使用评论旁边的【举报滥用情形】链接进行举报。要了解更多信息,请参阅买家商品评论。

可以删除将我的商品与竞争对手的商品进行比较而使我的商品看起来不好的评论吗?

不可以。我们鼓励买家为我们的商品提供最真诚的意见。只要评论符合我们的准则,我们就不会将其删除。有关更多信息,请参阅此主题。

我可以阻止买家对我的商品发布差评吗?

不可以。您不能阻止买家对您的商品撰写评论。如果您认为某个评论违反了我们的准则,请使用评论旁边的【举报滥用情形】链接进行举报。要了解更多信息,请参阅买家商品评论。

亚马逊可以为我编辑评论吗?

不可以。我们会检查那些违反我们准则的评论,但不能编辑评论。

商品的问题得到解决后,买家必须更改/删除差评吗?

不是。这完全取决于买家的决定。您不得强迫买家更改或删除评论。有关更多信息,请参阅此主题。

亚马逊会向我提供评论者的电子邮件地址以便我直接与他们联系吗?

不会。亚马逊从不泄露买家的隐私信息。

有关更多信息,请参阅禁止的卖家活动和行为。


 亚马逊官网原文详情:

Answers to Questions about Product Reviews

How can I encourage buyers to review a product?

Amazon automatically sends emails asking buyers to leave reviews. You do not have to do anything in this regard. Refer to Early Reviewer Program to learn more.

If you decide to ask a buyer to leave a review, you may not ask for a positive review or ask for reviews only from buyers who had a positive experience, nor may you ask customers to change or remove their review, or attempt to influence the review. For example, you may not offer any compensation for a review, including money or gift cards, free or discounted products, refunds or reimbursements, or any other future benefits.

Can I offer a voucher or a free gift?

We do not permit reviews or votes on the helpfulness of reviews that are posted in exchange for compensation of any kind, including any of the following:

  • Payment (including money or gift cards)

  • Refund or reimbursement, including through non-Amazon payment methods

  • Free product

  • Entry to a prize drawing or competition

  • Discounts on future purchases

  • Other gifts

Can I use a good review for my product description?

The reviewer owns the copyright of the review. You can ask for the reviewer's permission by responding to the review. Refer to About Promotional Content for additional information.

Can I write a product review about products I sell?

No. You may not write reviews about products you or your competitors sell. You should also ensure that your family members and employees comply with this requirement.

Can a buyer review a product not purchased on Amazon or from me?

Yes, provided that the buyer meets the eligibility criteria in our Community Guidelines. They can review any product on Amazon, regardless of where they purchased that product.

Why are there reviews on a product that has not been released yet?

We only allow buyers to submit reviews for products that have already been released for sale. We make an exception for the following product releases:

  • DVDs and Blu-ray movies. Reviews can be submitted before movies are released based on their run in theaters. Music and video games cannot be reviewed before they are released.

  • Books. Reviews can be submitted before the release if the book is already available in a different version. For example, a prerelease of a paperback can be reviewed if a hardbound book is already released.

  • Vine prerelease copies. Vine reviewers may review products before they are released. Learn more About Amazon Vine.

Note: If you see reviews appear on a product before it is released and none of the above apply, use the Report abuse link next to the review to report it.

Can you link reviews across the international Amazon sites?

At this time, our product reviews are limited to one Amazon site. However, we do have a feature that spotlights reviews from your home Amazon marketplace on international Amazon websites for the same product. While the reviews are spotlighted, the votes and number of reviews do not count toward the total votes for the listings on international websites.

Can you link reviews across a variation?

Yes. Amazon shares Product Reviews across Child ASINs in a Variation to make it easier for customers to make informed purchasing decisions. We only share reviews when products are materially the same and listed in the same category. Reviews of each product should be relevant and applicable to the entire set.

What is the difference between a customer review and seller feedback?

Customer reviews are about the product and seller feedback is about the seller and the purchase experience. Customer reviews do not affect your seller performance metrics, but seller feedback can have an impact on your seller performance metrics.

What should I do if the seller feedback I received is about the product?

If you receive feedback that is about the product and not your service or the shopping experience, Request Remove Feedback from Feedback Manager

Do I get a notification when my product gets a new review?

No. Amazon does not notify sellers when new reviews are posted for the products they sell.

Can I respond to a review?

You can add a comment in compliance with the Community Guidelines by clicking the Comment button. Note one or more purchase history is required. In addition, you can reach out to customers by replying to their review on the product detail page and asking them to contact you through Buyer-Seller Messaging Service to resolve their issues. You cannot reach out to buyers via other means.

Will Amazon delete reviews after a certain time?

No. As long as a product is listed on Amazon, its reviews will continue to appear. We do, however, remove reviews that violate our guidelines. Buyers can also remove their own reviews.

Will reviews be deleted when an upgraded product comes out such as a new model, fixed issues, or software upgrades?

No. Any information a buyer provides could be helpful to other buyers.

Why do some reviews disappear?

Reviews are removed from the Amazon website for these reasons only:

  • The review conflicted with our Community Guidelines.

  • The review was removed by the reviewer.

  • We discovered that multiple products were incorrectly listed as the same product. Reviews that were posted for those products are separated when the products are separated.

  • We detected unusual review behavior and are not accepting or displaying reviews for this item at this time, or we are only accepting or displaying Amazon Verified Purchase reviews.

What action can I take against an unjustified negative review, which may even be a fake review?

If you see reviews that you think violate our Community Guidelines, use the Report abuse link next to the review to report it. Refer to Customer product reviews for more information.

Can you remove a review that compares my product with a competitor's product and makes my product look bad?

No. We encourage our buyers to give their honest opinions on our products. As long as the review is within our guidelines, we will not remove it. For more information, refer to this topic.

Can I block buyers that leave bad reviews on my products?

No. You cannot block a buyer from writing reviews on your products. If you think a review violates our guidelines, use the Report abuse link next to the review to report it. Refer to Customer product reviews for more information.

Can you edit a review for me?

No. We check reviews for violations of our guidelines, but we do not edit reviews.

Do buyers have to change/remove a bad review after an issue with a product is resolved?

No. That is entirely up to the buyer to decide. You are not allowed to ask buyers to change or remove reviews. For additional information, refer to this topic.

Can you give me the email address of reviewers so I can contact them directly ?

No. Amazon never shares private buyer information.

Refer to Prohibited seller activities and actions for more information.

 文章来源:亚马逊官方网站