解决您的买家满意度状况问题

监控您上架商品的买家满意度状况可以让您更好地为买家提供服务。在买家之声控制面板上,您可以查看买家评论以确认影响买家体验的问题。如果您确认问题,就可以采取补救措施。

以下选项适用于所有商品。

更新商品详情页面

如果这些评论表明商品详情页面造成买家混淆,我们建议您更新此页面。一些常见问题中包含缺少兼容性详情、尺寸表不正确和图片质量低下。请点击【编辑商品信息】选项更改商品名称、商品要点、商品描述或图片。有关更多信息,请参阅:

  • 商品风格指南

  • 如何制作优质的详情页面?

  • 编辑共享详情页面

  • 用于特定分类的模板

为 ASIN 创建移除订单或弃置订单

如果您通过亚马逊物流 (FBA) 销售您的商品,并且“买家之声”控制面板上的评论表明买家收到了错误的商品,则我们建议您移除此 ASIN 的库存并对商品重新贴标。如果这些评论表明商品由于内部包装不适当而出现残损,存在缺陷,或者其作用与广告宣传不符,则我们建议您移除或弃置对应商品库存。

如果您的商品已停售,您还会看到以下选项。请注意,要重新启售您的商品,在选择其中一个选项后,您将转至库存管理页面,您必须在其上完成重新上架操作。另请注意,即使解决了“买家之声”控制面板上确定的买家满意度状况问题,您的商品还可能因其他问题(例如缺少库存、违反政策等)而继续不可售。重新发布您的商品

如果您的商品已停售,且您已采取措施解决买家反馈中发现的问题,那么您可以重新发布商品,而无需联系亚马逊。如果您认为“买家之声”控制面板上的买家反馈未表明您的商品或商品信息存在任何系统性问题,也可使用此选项。但是,及时解决造成负面买家体验的问题可以帮助您避免上架商品被撤销。

对商品停售提出争议

如果您认为“买家之声”控制面板上导致您的商品被停售的买家反馈不准确或虚假,您可以对停售提出异议,无需联系亚马逊即可重新发布商品。您需要说明您对停售有争议的原因(例如:配送问题、买家误解、欺诈性评论),然后才能重新发布商品。


 亚马逊官网原文详情:

Resolve your CX Health issues

Monitoring your offers’ CX Health can enable you to serve your customers better. On the Voice of the Customer dashboard, you can review comments to identify issues affecting customers. If you identify a problem, you can act to remedy it.

The following options are available for all offers.

Update the product detail page

If comments indicate that the product detail page is confusing customers, we recommend that you update the page. Some common problems include missing compatibility details, incorrect sizing charts, and poor-quality images. Choose the Edit listing option to change the title, bullet points, product description, or images. For more information, see:

  • Product style guides

  • What makes a quality detail page?

  • Editing shared detail pages

  • Templates for specific categories

Create a removal or disposal order for the ASIN

If you sell your product through Fulfillment by Amazon (FBA) and if comments on the Voice of the Customer dashboard indicate that customers received the wrong item, we recommend removing inventory for that ASIN and relabeling it. If comments indicate the product was damaged because of improper internal packaging, is defective, or doesn’t work as advertised, we recommend removing or disposing of the inventory.

If your offer has been closed, you will also see the following options. Please note that in order to reactivate your offer, after you select one of these options you must complete the relisting action on the inventory management page to which you will be redirected. Also note that even after addressing the CX Health issues identified on the Voice of the Customer dashboard, your offer may continue to be unavailable due to other problems (for example, lack of inventory, policy violations, etc.).

Relist your product

If your offer has been closed and you have already taken action to address problems identified in customer feedback, you can relist your item without contacting Amazon. You can also use this option if you don’t think the customer feedback on the Voice of the Customer dashboard indicates any systemic issues with your product or listing. However, promptly addressing issues that cause negative customer experiences can help you avoid closure of your offer.

Dispute the closure of your offer

If you believe that the customer feedback on the Voice of the Customer dashboard which led to closure of your offer is inaccurate or false, you can dispute the closure and relist your item without contacting Amazon. You will need to indicate the reason you are disputing the closure (Example: delivery issues, customer misunderstanding, fraudulent comments) before relisting.

 文章来源:亚马逊官方网站