当遇到差评时：
站内差评订单查询：
1. 在后台导航栏中找到reports，点击fulfillment页面
2. 找到fulfillment页面中的sales板块，点击amazon fulfilled shipments报告
3. 按照预估订单发生时间筛选数据，下载报告
4. 复制用户名在报表中L列 buyer-name中进行查找
5. 找到用户名相关的订单号及站内邮箱信息（A列及K列）：
6. 发送站内邮件：
Hello Hanzishe,
We are so sorry for the inconvenience.
According to your description of the problem, we suppose that the screws inside may be loosened so that it is unstable when you turn on the product. We sincerely apologize for the problem.
All the BRAND products come with a free refund or replacement policy. We would like to send you a new replacement to solve the problem. Please feel free to email us(support@brand, the suffix is .com ) we will offer you the solutions with satisfaction.
Hope all is well with you.
Helen
7. 收到客户站外信后：
Hello,
I am Helen the head of the customer service department from BRAND. You bought the PRODUCT from us:
I'm so sorry about the inconvenience of the product problems and left a negative review. We will improve the quality to try to expand the lifetime of the product, and do more examination before packed the product.
Your honest opinions mean a lot to our business. To show how grateful we are, we would like to offer you a $30 refund for your order if you can delete the negative review or modify it to 5 stars. If you don't want the refund we can also send you the new replacement.
We will process the refund when we received your reply.
Looking forward to hearing from you.
Best regards,
Helen
