1. Stay calm and judge who is responsible for the negative review, whether it is your own problem or the customer's malicious negative review.
2. There is a RESOLVE button after each negative review. Click RESOLVE to learn the specific solution to resolve the negative review. Note that RESOLVE is only available if the buyer's rating is 1 or 2 stars.
3. If a product receives negative reviews, be sure to keep records, list the products that have received negative reviews in a month, analyze and summarize, find out the reasons, and make targeted solutions.
4. When encountering negative reviews, in addition to regular email communication, it is best to communicate by phone to improve the efficiency of handling negative reviews.
5. The company should make plans in advance based on its own products. How should it deal with negative reviews? What is the amount that the salesperson can claim? It would be best if every negative review is reviewed by a supervisor and there is a corresponding negative review supervision mechanism.
6. Establish a reward mechanism for modifying negative reviews, and give the salesperson a certain reward for each negative review resolved. For example, if a review about product quality is negative, a reward of 50 yuan will be given after it is resolved. If there is a negative review caused by logistics, a reward of 30 yuan will be given after it is resolved. These incentives are used to encourage salespeople to improve their management ratings.
7. Software can be used to improve the efficiency of resolving negative reviews.
8. Amazon encourages sellers and buyers to negotiate to remove negative reviews. Therefore, communicate with the buyer in a timely manner to understand the specific reasons why the buyer gave a bad review.
9. After detailed communication, if the buyer is still unwilling to delete the negative review, the seller can refund part of the fee to the buyer as compensation and ask him to delete the negative review in time (negative reviews have a particularly large impact on the account, especially for novice sellers).
10. If the responsibility lies with the buyer’s unreasonable or malicious negative review, and communication has been fruitless, we are unwilling to delete it. Sellers can go to Help/ Seller Support and provide the tracking number, shipping information and other information to ask Amazon to help delete it.
