Based on the analysis of negative reviews, if it is found that the customer’s dissatisfaction is caused by product quality, logistics time or customer service communication, the seller must contact the customer as soon as possible, sincerely apologize to the customer, and provide an effective solution. If the customer is not satisfied with the product quality, you can give the customer a full refund or reissue. In the process of contacting the customer, the attitude must be sincere, and strive to gain the customer’s recognition and acceptance, so as to persuade the customer to modify the negative review after the problem is solved.
In the process of communicating with the buyer to modify the negative review, the earlier the communication time, the better, and the language expression in the communication must be sincere. The purpose of communication is to let the buyer modify the negative review, and the process of modifying the negative review should be simplified as much as possible.
At this stage, the seller also needs to pay attention to the following points.
(1) Pay attention to the time when the buyer comments. After the buyer gives the review, there is a 60-day period to remove the review. If the seller delays for a period of time before contacting the buyer, the removal period may be missed.
(2) Be careful not to try to request the removal of the negative review by refunding the buyer. This is a clear violation of Amazon’s regulations and may result in the suspension of the seller’s account. Amazon hopes that sellers can take the time to resolve the issue rather than just refunding the seller.
(3) Do not ask the buyer to delete the negative review immediately after it is posted. First, you should express your apology and sincerity in resolving the issue to the buyer. If you ask the buyer to delete the negative review immediately, it will only give the buyer the impression that you are just trying to delete the negative review, rather than really wanting to resolve the issue. In this case, the buyer will not be willing to delete the negative review.