為買家提供周到服務 — 反饋事宜

在 Amazon.com 上為賣家創造放心購物的環境，對我們而言至關重要。為了建立這種信任感，我們鼓勵并幫助我們的合作伙伴提升服務質量，以達到買家一貫享受到的服務等級。

當買家決定購買一件商品時，他們需要其他賣家為當前賣家的可信度背書。因此，分值較高的正面反饋可以讓買家放心地點擊“購買”按鈕。

仔細檢查一下您所獲得的反饋，不管是正面還是負面，您就會發現大部分買家關心的無非有以下幾個方面：

• 配送速度快嗎？

• 商品包裝安全嗎？

• 跟蹤編號告知買家了嗎？

• 買家電郵是否得到回復，回復是否及時？

• 或退貨時簡單嗎？

• 賣家的客戶代表方便聯系嗎？

• 當然，商品本身和網上描述的一致嗎？

如果上述問題的答案都是“是的”，恭喜您！

此外，我們也鼓勵賣家積極管理買家反饋，具體方法如下：

• 在與買家的所有溝通過程中征求買家反饋，如裝箱單。附上鏈接 http://www.amazon.com/exec/obidos/account-access-login/，并鼓勵買家點擊“給賣家”鏈接。

• 對收到的每一項負面評價都要調查，找到問題的根本原因并加以解決。

• 在大部分情況下，與買家配合，通過協商退款、換貨或贈送禮券，提升購物體驗。

• 每周監控負面反饋，盡力維持 95% 的好評率，反饋評分盡量達到 4.5 或以上。

征集商品評論

Serving Customers Well - Feedback Matters

Building a trustworthy environment for customers to shop on Amazon.com is a very high priority with us. To build this sense of trust, we encourage and help our partners to achieve the same levels of service that Amazon customers are accustomed to.

When customers decide to buy a product, they need some assurance from other customers that the merchant is trustworthy. A high positive feedback rating provides the peace of mind that customers need to click that Buy button.

If you go through your feedback—positive or negative—you will notice that most customers care about the following:

• Was the shipping fast?

• Was the item packed well?

• Was the tracking number communicated to the customer?

• Were the customer e-mails answered, and answered promptly?

• Was it easy to cancel an order or return an item?

• Was it easy to reach the merchant's customer service representative?

• And of course, was the product as good as the way it was described on the Web site?

If you can answer 'Yes' to all these questions, you should congratulate yourself.

We also encourage our merchants to actively manage feedback by doing the following:

• Solicit feedback in all communications that go out to the customer, such as the packing slip. Include a link to http://www.amazon.com/exec/obidos/account-access-login/ and encourage customers to click the 'Leave seller feedback' link.

• Investigate every negative feedback you receive to track the root cause of that problem and then to resolve it.

• In most cases, work with the customer to make the experience better, by issuing a refund, shipping a replacement item, or even sending a complimentary gift certificate.

• Monitor the feedback every week, seeking to maintain 95% positive ratings and a score of 4.5 or higher.

Encouraging product reviews

Conversion rate for products with positive reviews on detail pages is much higher than for products that have no reviews. We encourage you to include a link to the product detail page (which the customer just purchased from you) in the shipping confirmation e-mail that requests customers to write a review for the product. You will be surprised how customers respond if you make it easy for them to leave you feedback or write reviews for your products.

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特別聲明：以上文章內容僅代表作者本人觀點，不代表ESG跨境電商觀點或立場。如有關于作品內容、版權或其它問題請于作品發表后的30日內與ESG跨境電商聯系。