发布公开回复
在“反馈管理器”下，您可以在特定反馈下发布公开回复。经常使用此功能可让潜在买家查看您对反馈的回复，这可能会增加他们对您业务的信任。按照概述的步骤对特定反馈发布公开回复：
发布公开回复时，请注意以下指南：
请勿提供有关您或买家的任何个人信息，包括联系信息（姓名、电子邮件、电话号码和地址）或付款信息。
回复不会对您的反馈分数产生数值影响。
回复一旦提交，可进行删除，但无法更改。
请勿向买家提问或开始对话，因为买家无法回复您的公开回复。
如果买家的反馈日后被禁止显示，此回复也将被禁止显示。
重要：
自订单确认起，买家有 90 天的时间留下反馈，并可随时自行删除反馈。只有当反馈符合我们的政策指定的标准时，亚马逊才会移除该反馈。有关更多信息，请参阅亚马逊可以移除买家反馈吗？
您不得为换取正面反馈或移除负面反馈而向买家提供折扣或其他形式的奖励。有关更多信息，请参阅销售政策和卖家行为准则。
亚马逊官网原文详情：
Post a public reply
Under Feedback Manager, you can post a public reply under a specific feedback. Frequent usage of this feature will enable prospective buyers to view your response to the feedback, which can potentially increase their trust in your business. Follow the steps outlined to post a public reply to specific feedback:
Go to the Feedback Manager.
In the Recent Feedback table, next to the Order ID, select Post a public reply under the Actions column.
Note the following guidelines when you post a public reply:
Do not provide any private information about yourself or the buyer including personal information such as contact information (names, emails, phone numbers, and addresses) or payment information.
Leaving a response will not have a numerical impact on your feedback score.
Once submitted, responses can be removed, but they cannot be changed.
Do not ask the buyer questions or start a dialogue because buyers cannot respond to your public reply.
If the buyer's feedback is suppressed in the future, this response will also be suppressed.
Important:
Buyers have 90 days to leave feedback from the time that their order is confirmed and can remove feedback anytime, at their discretion. Amazon will remove feedback only when it meets the criteria specified in our policy. For more information, see Can Amazon remove buyer feedback?
You cannot offer discounts or other kinds of incentives in exchange for positive feedback or the removal of negative feedback. For more information, see Selling Policies and Seller Code of Conduct.
文章来源：亚马逊官方网站
