反馈和评级如何运作？
留下订单反馈时，买家可以从一系列预定义的原因中选择星级评定。买家也可以以自由形式留下评论。反馈包括反馈评级和反馈评论，用自己的语言描述买家的订单配送体验。买家必须使用 5 星评分制来提供反馈：
正面反馈： 5 星或 4 星
中性反馈： 3 星
负面反馈： 2 星或 1 星
正面买家反馈可提高您的反馈评级，而良好的反馈通常始于良好的买家体验。如果您收到负面反馈，您应尝试找出问题的原因，然后想办法解决问题。
请访问反馈管理器，查看您的最新反馈和评分。您可以在使用哪些工具来管理卖家反馈？中了解更多关于反馈管理器的信息。
关于反馈评级
反馈百分比会四舍五入到最接近的整数，因此您的总分有时可能会合计为 99%，而不是 100%。例如，如果卖家获得 1,001 条正面反馈、15 条中性反馈和 4 条负面反馈，那么在合计这 1,020 条反馈的评分时，各个百分比将分别显示为 98%（由 0.981 四舍五入得出）、1%（由 0.014 四舍五入得出）和 0%（由 0.003 四舍五入得出），总计为 99%。
我们采用以下方法计算您的反馈分数：
总和（正面反馈）/总和（所有反馈）表示最近 30 天、90 天、365 天及账户建立以来获得的反馈
例如，假设您的反馈分数如下所示：
| 反馈 | 5 | 4 | 3 | 2 | 1 |
|---|---|---|---|---|---|
| 每条反馈的评级 | 55 | 35 | 5 | 3 | 2 |
所有正面反馈的总和 = 90
所有反馈的总和（1 到 5 星）= 100
正面反馈除以所有反馈
反馈分数 = 90.0%
注意： 我们会按照 30 天、90 天、365 天和账户建立以来几个时间范围汇总您的反馈。随着不同时间范围内反馈的累积，您累计的星级评定和正面反馈百分比也会随着时间相应地发生变化。
关于显示反馈评级
如果在过去 12 个月内，您收到的买家反馈超过 10 个，买家将在【所有卖家报价】页面看到您的 12 个月反馈评级和自账户建立以来的反馈评级总数，按以下格式显示：
过去 12 个月 XX% 好评（共 YYYY 次评级）。
如果在过去 12 个月内，您收到的买家反馈少于 10 个，或者所有反馈都是上一年所得，那么买家将在【所有卖家报价】页面看到您自账户建立以来的反馈评级和反馈评级总数，按以下格式显示：
XX% 好评（共 YYYY 次评级）。
请参考以下来源，帮助提供正面的买家反馈。请注意，这些是推荐的建议或最佳实践，亚马逊无法控制您收到的反馈：
观看教程以获取良好的客户服务反馈
为买家提供周到服务 — 反馈事宜
监控反馈与绩效
开始销售： 监控反馈与绩效
亚马逊官网原文详情：
How does feedback and rating work?
While leaving feedback on an order, buyers can select a star rating and from a set of pre-defined reasons. Buyers can also leave their comments as free-form text. Feedback consists of the feedback rating and the feedback comment, which describes buyers’ order fulfillment experience in their own words. To leave feedback, a buyer must rate you using a 5-star system:
Positive feedback: 5 or 4 stars
Neutral feedback: 3 stars
Negative feedback: 2 or 1 stars
Good feedback often starts with a good buyer experience and positive buyer feedback improves your Feedback Rating. If you receive negative feedback, you should try to find the cause of the problem and work toward a resolution.
Visit Feedback Manager to see your most current feedback and rating. You can learn more about Feedback Manager in Which tools are used to manage seller feedback?
About feedback ratings
Feedback percentages are rounded off to the nearest whole number and therefore, your totals can sometimes add up to 99% instead of 100%. For example, if a seller has 1,001 positive, 15 neutral, and 4 negative ratings out of a total of 1,020 ratings, the percentages will show as 98% (rounded off from .981), 1% (rounded off from .014), and 0% (rounded off from .003), for a total of 99%.
We calculate your feedback score using the following method:
SUM (positive feedback) / SUM (all feedback) for feedback left in the last 30 days, 90 days, 365 days, and lifetime
For example, suppose you get the following feedback scores:
Feedback 5 4 3 2 1 Ratings per feedback 55 35 5 3 2
Total of all positive feedback=90
Total of all feedback (1 through 5)=100
Divide positive feedback by all feedback
Feedback score=90.0%
Note: We aggregate your feedback into 30 days, 90 days, 365 days, and lifetime time-range buckets. Your aggregated star rating and positive feedback percentage will change with time accordingly as your feedback accumulates in different time-range buckets.
About display of feedback ratings
If you have more than 10 buyer feedbacks over the previous 12 months, buyers will see your 12 month feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:
XX% positive over the past 12 months. (YYYY total ratings).
If you have less than 10 buyer feedbacks in the previous 12 months, or all of your feedbacks are in the past year, buyers will see your lifetime feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:
XX% positive. (YYYY total ratings).
Refer to the following sources for facilitating positive buyer feedbacks. Please note that these are recommended suggestions or best practices and Amazon has no control over the feedbacks you receive:
Watch the tutorial for getting good feedback with customer service
Serving Customers Well - Feedback Matters
Monitor feedback and performance
Start selling: Monitor feedback and performance
文章来源：亚马逊官方网站
