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数魔跨境 | 收到一个五星带图好评,他却欲哭无泪
时间:2019-01-18 阅读量:295


这期《老外都在聊什么》小编想带各位卖家小伙伴看一个实操主题:产品回评(Product Review)与卖家反馈(Seller Feedback)。不知道各位小伙伴有没有碰到这种情况:等到山无棱天地合,终于有买家上了一个好评,结果却错留成了卖家反馈(Seller Feedback),气不气?近期在Reddit/FBA版面上就有一位让人心疼的美亚卖家痛心疾首地抱怨了这个问题。

《Anyone have trouble with people leaving incredible product reviews as seller feedback?》

《买家给产品留了个超精彩的好评,结果留在卖家反馈上了,有没有同是天涯沦落人的?》

楼主UH2000

Very frustrating. We get about 1-2 product reviews per month on our item, but about 10 product reviews that people leave as seller feedback. Some of them are incredible, but they are left as seller feedback. We launched a new product in May and already have 40 reviews about the product in our seller feedback but only 13 on the ASIN page where they belong.

We do include a card asking for a review.

郁闷惨了。我们的产品平均每个月有1-2个回评,却有10个左右错留成了卖家反馈。有些是非常精彩的回评,却被留在了没人看到的卖家反馈区。我们18年5月上了个新品,至今已经收到40个回评了,但是只有13个留对了地方。

另:我们有用小卡片邀评。

留错地方的回评比留对了的还多,这位卖家不是在邀评流程中表达含糊不清,就是运气实在太差了。此贴一出,江湖豪杰们纷纷拔刀相助,来看看他们怎么说的。

最热回贴是一位热心的卖家分享自身的经验:

卖家EcomRy

Doesn't always work, but it has helped a little in the past: Reply to the person who left the seller review with a link to leave a product review, thanking them for their feedback and explaining if they also leave the feedback at the link you provide it will help other buyers make decisions about your product in the future. Copy and paste their review text in the body of the message so they can copy and paste it in the product review. Make it as simple as possible for them, and spell out as much as you can.

我这方法也不是百试百灵,但还算有点帮助:在卖家反馈区给那些留错了地方的评论回复,首先感谢他们的反馈,然后跟他们说如果他们能够把这些反馈留在产品页上(附上链接)对别的消费者以后购买商品会有很大帮组的。把他们之前的反馈附上,以便他们能直接复制粘贴到产品页面。尽量简化用户的流程,同时也把你的信息说得尽量明确。

这个方法引起了不少卖家的共鸣~

卖家Vcs1025

This! I seem to have decent success with this (maybe 50% follow thru?)

就是这招!我用这招成功率相当高(大约50%?)

卖家SDbeachLove

Exactly what we do for this situation.

我碰到这种情况做法跟这一模一样。

但是楼主却对附上产品链接的合规性存疑,引发了一系列讨论~

楼主UH2000

Not allowed to send links but I will try this.

我试试看,但是似乎不让附产品链接啊。

卖家EcomRy回复

You should be able to include Amazon links, just can't take them off the site or Amazon will redact them. Admittedly, it's been awhile since I've used this strategy.

应该可以附产品链接啊。亚马逊吧站内链接可以的,我一直都在用,但是不要附任何站外链接,亚马逊会盖掉的。

楼主UH2000

Not sure, the policy just says no links and no linking to product detail pages.

不是吧,亚马逊规则里写着不能有产品详情页链接。

卖家SDbeachLove加入讨论

it can be with links.

可以带链接啊。

楼主UH2000

(直接复制粘贴亚马逊合规文档)

If you send a permitted email to an Amazon customer, your message cannot include:

1、Links to any websites

2、Links to Amazon detail pages or storefronts

It's in the policy guide under Buyer-Seller Messaging Service. You have to be logged in to SS to view it I think.

发email给亚马逊客户的时候,你的内容里不能含有:

1、任何网站链接

2、任何亚马逊产品详情页或卖家店铺首页

这是亚马逊站内信的合规文档,当然你得登陆卖家账号才能看到

卖家SDbeachLove

Very interesting. I did not know that. I will give to look into it.

因吹斯汀,之前我都不知道呢,我研究一下。

吐槽君threestonesonebird

83% of Amazon Sellers Don’t Know They Can’t Link Form an Email to a Detail Page.

83%的亚马逊卖家都不知道给买家发Email的时候不能带产品详情页链接。

这段小高潮就在产品链接合规性的模糊不清中结束了。从严格合规的角度,任何给买家的站内信或回复中都不能带商品详情页链接。但是在实际操作中,确实如卖家EcomRy所说,如果是亚马逊站内链接的话,少量(注意,是少量!)的站内信或者卖家反馈区的回复中带有,是不会被删掉或盖掉的。

接下来的回贴中不再有这么激烈的讨论,但是还是颇有一些亮点,譬如吐槽亚马逊的~

卖家deadmau5pad

It’s incredibly easy for customer to leave product review on the seller feedback page. Literally click leave a review from the ordered item under “orders” and it gives you this page with huge stars to click on.

Leads straight to seller feedback. Apparently, amazon is working on this, so it’ll take 6 months to a year probably.

确实很容易把产品回评留在卖家反馈里。在订单页面里点“leave a review”就会直接去到卖家反馈。亚马逊爸爸当然知道并且正紧锣密鼓地改善这个问题啦,所以估计只需要6个月到1年问题可能也许大概就会解决的!

佛系卖家Zombie_Grunt

I had this problem too but I just left it as is since the seller feedback was positive.

我也常碰到这个问题,但只要反馈是好的,我就什么都不做。

卖家is300wrx

Same here. But think positive. What if it was a 1 Star Negative Product Review left on your seller feedback? At least that won’t hurt your product reviews.

我也碰到过这个问题。但是我们应该要有积极的态度:如果客户本来想留差评结果留到了卖家反馈区,你不就赚到了?最后还有用心出主意的(在小编看来,这个方法似乎能说得通,而且又没什么成本,各位小伙伴值得一试呀!

卖家c__murder

I’ve thought about this but haven’t tested it yet.Maybe try putting somewhere on the listing (product description might be ideal), something such as “for even more great reviews check out out our seller feedback! Just click on ‘insert brand name’ underneath the product title!”Could possibly help with conversations.

我有个主意不过还没测试过:或许可以试试在产品详情页上写一句:“查看更多用户体验评论,请看点击产品标题下方的[店铺名],查看我们的卖家反馈区!”说不定有帮助。

各位卖家小伙伴都知道,回评是一个产品的生命线,当然也有例外,譬如说上周我们数魔的公众号就推了一篇热销的无评产品专题数据分析《裸奔的王者》(关注【SellerMotor数魔跨境】公众号,可查看该文),现在就算用上各种手段,平均回评率都在1%以下,个别类目甚至低于0.1%。好不容易盼来一个回评,却留错了地方,在卖家反馈区不见天日,这种郁闷相信各位卖家都深有体会。

这个热帖里的美国卖家们提供了一些初步的思路,尤其是卖家EcomRy。但是这些方法还是比较粗糙,而且伴有一定的合规风险(除了链接外,EcomRy所说的把客户原评论复制粘贴的办法也存在操纵评论的合规风险),并不是最成熟的解决方案。

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