使用哪些工具来管理卖家反馈?

反馈管理器是一个工具,可帮助您管理和监控卖家反馈。此工具提供了卖家反馈和评级的整合视图,通过显示短期和长期反馈评级指标帮助您监控自己的绩效。它还可帮助您针对买家的问题和负面反馈移除请求采取指导措施。

您可以使用反馈管理器解决任何情况,方法是调查每个负面评级的背后原因,并通过改进流程和政策解决买家的问题。有关改善和管理反馈的提示,请参阅保持正面反馈和评级的最佳实践。

“反馈管理器”包含两个表:

  • 反馈评级表: 此表显示了最近 30 天、90 天、365 天内的正面、负面和中立反馈评级所占的百分比。它还在整个生命周期内捕获记录。

  • 最新反馈表: 此表格按收到反馈的日期、评分、订单编号和操作排序。在“操作”下,可以选择执行以下操作:

    • 请求移除反馈(仅可通过反馈管理器进行)

    • 发布公开回复

注意: 您可以查看下载买家反馈报告中的说明,下载包含所有中立反馈和负面反馈的报告。


 亚马逊官网原文详情:

Which tools are used to manage seller feedback?

Feedback Manager is a tool that helps you manage and monitor your seller feedback. This tool provides a consolidated view of seller feedback and rating, and helps you monitor your performance by displaying short-term and long-term feedback rating metrics. It also helps you take guided actions concerning buyers’ issues and request for removal of negative feedback.

You can use Feedback Manager to address any situation by researching the cause behind each negative rating and addressing the buyer’s concerns by making improvements to your processes and policies. For tips on improving and managing feedback, see Best practices to maintain positive feedback and rating.

The Feedback Manager consists of two tables:

  • Feedback Rating table: This table displays the percentages of positive, negative, and neutral feedback rating aggregated for the past 30, 90, 365 days. It also captures record for lifetime.

  • Recent Feedback table: This table is ordered by the date when feedback was received, rating, Order ID, and Actions. Under Actions, you can opt to perform the following:

    • Request removal of feedback (should be done only via Feedback Manager)

    • Post a public reply

Note: You can download a report for all neutral and negative feedback by viewing the instructions in Download a report of buyer feedback.

 文章来源:亚马逊官方网站