首先，需要明確，查詢/刪除訂單評(píng)價(jià)的路徑是：

賣家后臺(tái)-績效-反饋-反饋管理器

刪除差評(píng)的方法：

找到需要?jiǎng)h除差評(píng)的訂單，需要點(diǎn)擊如下圖中的請求刪除的按鈕，一般會(huì)有兩種結(jié)果：

1）系統(tǒng)判定違反亞馬遜規(guī)定，直接刪除；

2）系統(tǒng)認(rèn)為未違反亞馬遜政策，不予以刪除，顯示文案是：

我們已審核此反饋，發(fā)現(xiàn)它沒有違反我們的準(zhǔn)則，已保留。要申請進(jìn)一步審查這一決定，請?jiān)趩栴}日志中再次打開該問題。

點(diǎn)擊截圖中的查看問題，可以看到相關(guān)case內(nèi)容：

需要明確亞馬遜關(guān)于feedback的政策要求：

• 亞馬遜可以移除買家反饋嗎？

一般而言，即使反饋毫無根據(jù)或問題已經(jīng)解決，亞馬遜也不會(huì)移除買家反饋。

但是，在某些情況下，亞馬遜將移除或劃掉買家反饋。在這些情況下，如果您的請求獲得批準(zhǔn)，那么此類反饋對(duì)您的反饋評(píng)級(jí)和訂單缺陷率所產(chǎn)生的影響將會(huì)消除。在下列情況下，亞馬遜將移除或劃掉買家反饋：

如果出現(xiàn)以下情況，亞馬遜認(rèn)為有必要移除反饋，則會(huì)將其移除：

反饋中包含通常被視為淫穢或褻瀆性的用語。

反饋中包含賣家的個(gè)人身份信息，包括電子郵件地址、全名或電話號(hào)碼。

整條反饋評(píng)論都是對(duì)商品的評(píng)價(jià)。例如：“Acme Super-Widget 沒有 Acme Ultra Widget 那么清晰、快速。”

但是，如果評(píng)論同時(shí)包含對(duì)商品的評(píng)價(jià)和有關(guān)您服務(wù)的反饋，我們不會(huì)移除該反饋。例如：“賣家的配送服務(wù)非常慢，Acme Super-Widget 沒有 Acme Ultra Widget 那么清晰、快速。”

劃掉反饋

• 如果出現(xiàn)以下情況，亞馬遜可能會(huì)將反饋加上刪除線：

【訂單由亞馬遜配送】： 整條評(píng)論與亞馬遜配送訂單的配送體驗(yàn)明確相關(guān)。除了將反饋加上刪除線，頁面還會(huì)顯示以下聲明：此商品由亞馬遜配送，因此亞馬遜將對(duì)此次配送體驗(yàn)負(fù)責(zé)。

【訂單使用“購買配送”服務(wù)發(fā)貨】： 整條評(píng)論都是關(guān)于訂單的延遲配送或未送達(dá)問題，但您已使用購買配送服務(wù)按時(shí)發(fā)貨。除了將反饋加上刪除線，頁面還會(huì)顯示以下聲明：“與此訂單相關(guān)的配送問題不是由賣家造成的”。

結(jié)合亞馬遜feedback的政策要求和訂單差評(píng)內(nèi)容，從而進(jìn)行申訴，如我店鋪的訂單差評(píng)是：

Haven‘t received package,but I HAVE been charged Twice for it.

雖然與亞馬遜移除反饋的內(nèi)容不太符合，但是通過查看該訂單為自配送，買家留下差評(píng)的時(shí)候是下單的第二天，必然是收不到包裹的，并且通過訂單頁面和payment頁面查看，該訂單是沒有收取兩次費(fèi)用的，因此認(rèn)為自己有充分理由進(jìn)行申訴

準(zhǔn)備好申訴內(nèi)容后，重新打開郵件case并回復(fù)如下內(nèi)容：

文字版本如下：

Dear Team,

Sorry for the disturbance.

At 2023/XX/XX  we received negative feedback from a customer. The transaction number:  XXX-XXXXXXX-XXXXXXX

We strive to ensure customers have a pleasant shopping experience. This nasty bad feedback has a bad impact on a small business like ours.

So we ask for your help and delete this malicious bad feedback. There are the following reasons:

1.This negative feedback "Haven't received package."

The order is purchased on Sun, Jun 4, 2023, 10:04 AM PDT,today is only Jun 6, 2023,and the delivery date is Thu, Jun 15, 2023 to Thu, Jun 29, 2023, so the buyer doesn't receive the package is right.

This customer feedback is not factual or related to our products and is very subjective.（證明不是自己的問題）

 2."  but I HAVE been charged TWICE for it."I have replied customer that our store never charged twice money. You can also check the attachment. So what the buyer said is not existed.（有理有據(jù)的提供截圖證明）

So I think order's feedback is unfair and unreal,and hope you can remove it.

Waiting for your feedback.

Kind regards,

XX

另附上一種往違反亞馬遜feedback上靠的話術(shù)（親測有效）：

Dear Team,

Sorry for the disturbance.

At 8.21 we received negative feedback from a customer. The transaction number: XXX-XXXXXXX-XXXXXXX

We strive to ensure customers have a pleasant shopping experience. This nasty bad feedback has a bad impact on a small business like ours.

 So we ask for your help and delete this malicious bad feedback. There are the following reasons:

1.This negative feedback "It definetely leaks the light."

We have described the product details (size, color and material) in great detail.

This customer feedback is not factual or related to our products and is very subjective.（根據(jù)自身產(chǎn)品特點(diǎn)修改）

2." i wanted to return couldnt find the return button etc. Regret to buy."The buyer didn't contact us,and it's his fault that didn't find return button,otherwise we will refund or return him/her immeadiately.（說明錯(cuò)誤不在自己）

 As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved.Amazon will remove feedback only in the following cases: 

•The entire feedback comment is a product review

So I think order's feedback is about product review,and hope you can remove it.

Waiting for your feedback.

Kind regards,

XX

一般申訴內(nèi)容有理有據(jù)的，都會(huì)被亞馬遜刪除的

（只要夠真誠，差評(píng)必被刪??）