亚马逊负面买家体验 (NCX) 通知

亚马逊致力于提供众多可供选择的商品和卓越的买家体验。为了实现良好的买家体验,如果最近订单的买家不满意率远远高于类似商品的不满意率,我们可能会停售这些商品。

如果您收到通知,告知您的商品因买家不满意率较高而被停售,则在您查看并解决引起买家不满意率高的买家反馈之前,该商品将无法销售。

买家不满意率等于买家报告商品或商品信息相关问题的最近订单数除以最近订单总数。买家可以通过退货、退款、联系客户服务和发布一星商品评论来报告商品或商品信息问题。

查看反馈并解决问题

您可以在卖家平台的“买家之声”控制面板上查看买家对您商品的反馈。要详细了解此控制面板和商品的买家体验 (CX) 健康度,请访问我们的买家之声帮助页面。

要采取措施解决您商品存在的负面买家体验问题,请点击您收到的通知中的详情链接。或者,在“买家之声”控制面板上点击商品旁的【解决问题】按钮 , 然后点击“买家之声”详情页面上的【解决问题】按钮。有关更多信息,请参阅解决您的买家满意度状况问题。

注意: 商品的买家不满意率以及商品停售不会对您的卖家账户产生任何影响。商品下架是为了防止更严重的负面买家体验,使您有机会解决影响买家的问题,然后自行重新发布商品。

如果您有其他问题,请访问我们的帮助中心或联系卖家支持。


 亚马逊官网原文详情:

Amazon negative customer experience (NCX) notifications

Amazon is dedicated to providing a wide selection of products and an amazing customer experience. To protect that customer experience, we may close offers if the negative customer experience (NCX) rate on recent orders is considerably higher than the rate for similar products.

If you get a notification that your offer has been closed because of a high NCX rate, that product will not be available for purchase until you review and address the customer feedback that caused the high NCX rate.

The NCX rate is the number of recent orders for which the customer reported a product or listing issue divided by the total number of recent orders. Product or listing issues can be reported through returns, refunds, customer service contacts, and one-star product reviews.

Review feedback and resolve issues

You can review the customer feedback on your offer on the Voice of the Customer dashboard in Seller Central. To learn more about the dashboard and the Customer Experience (CX) Health of your offers, visit our Voice of the Customer help page.

To take action to resolve the NCX issue with your offer, click the details link in the notification you received. Alternatively, click the Resolve issue button next to the offer on the Voice of the Customer dashboard, and then click the Resolve issue button on the Voice of the Customer details page. For more information, see Resolve your CX Health issues.

Note: The NCX rate of your offers and the closure of offers will not have any effect on your seller account. Offer closures are to prevent further negative customer experiences, give you the opportunity to address issues affecting customers, and relist the offer yourself.

If you have additional questions, visit our help center or contact Seller Support.

 文章来源:亚马逊官方网站