Everyone knows that Amazon is the world’s largest cross-border e-commerce platform. It is very popular. The most concerned issue for good and bad sellers is the negative customer reviews under the products. For many novice Amazon sellers, writing emails to reply customers to remove Amazon’s negative reviews is very annoying. Every cross-border e-commerce seller does not want to encounter negative reviews. Who wants their store to be full of negative reviews? This situation is sometimes beyond our control, but when we encounter such negative reviews, how should we deal with it? In fact, the best way is to write an email to the buyer who gave a negative review and ask clearly why the negative review was given. So how should this type of email be written?
1. Email subject. The subject part should be as direct and concise as possible, so that the buyer can see it at a glance in the preview interface of the inbox when receiving it. The subject should also include the first apology and the sincerity of willingness to actively deal with it, which will make customers feel very cordial and willing to open the email to see the content.
2. Email content. First of all, we must remember that no matter whether the buyer leaves a good or bad review, we must first express our gratitude to the other party for taking the time to write the review. We should think in this way. The buyer has taken the time to help you write a review. They are free. No matter whether it is a good review or a bad review, no matter whether the customer can look at it calmly or not, we must thank them! Then we can start to express our apologies for the bad review and specific ways to improve it. After that, we should show our sincerity, let the other party know that his opinions are taken seriously, and give customers a sense of respect.
3. At the end of the email, every negative review has its own reason, so at the end of the email, we should not only reply to the negative review, but also admit that you know what went wrong and promise to correct it. This is very important. On the one hand, it shows that we are sincere in dealing with the problem. On the other hand, this is also what buyers like to see, making customers feel that they are really valued.
The above points are analyzed from the three aspects of the subject, content, and ending of the email. You can write emails according to these ideas to deal with it. I believe that by doing this, the negative customer reviews of our products will become less and less.