钻漏洞、抬高价、拒退款……亚马逊的最新差评潮并非无中生有

钻漏洞、抬高价、拒退款……亚马逊的最新差评潮并非无中生有

成千上万的新卖家涌入了亚马逊,令购买口罩,洗手液和其他必需品的买家失望。由于他们抱怨价格高昂,质量低劣,取消订单以及在等待数周后仍未收到订单,成千上万的差评泛滥成灾。

大多数收到差评的卖家都是最近才加入这个平台的,他们被过去几周对必需品需求的爆炸性增长所吸引。亚马逊发现了问题并暂停了这些卖家的销售特权。然而,这样做的速度太慢,难免让买家失望。由于口罩和洗手液的需求量很大,而且在亚马逊上已经断货,所以许多新卖家在产品刚刚上架时就能收到订单。

然而,许多买家纷纷表达了自己的不满:

“What the heck! A thief! charged $39 for shipping 2.99 hand sanitizer. Cancel my order and I want a REFUND of the SHIPPING!!!!!!!!!”

(“2.99美元的洗手液,卖家收取了39美元的运费。我要取消订单,我要退货!”)

“Advertised the item as Disposable N95 Carbon Activated Filter Mask 3 layer PM2.5 but received just “paper towel” pads that have no carbon and no filtration. Item title and description purposely falsified to sell item as real N95 filters. Seller states it’s a buyer’s mistake and will not provide shipping label or refund. Do not do business with this scam company.”

(“该产品在广告中宣传为一次性N95活性炭过滤口罩3层PM2.5,但只有一层纸巾垫,没有碳,没有过滤层。产品标题和描述故意将产品描述为真正的N95过滤器。卖家声明这是买家的错误,不会提供运输标签或退款。大家不要做这个骗子卖家的生意。”)

“This I mask was selling at $25/EACH is considered price gauging, unbelievable and Amazon should report this as you can but 1 case for that price – Seller should not be allowed to sell at such HIGH PRICE now they are asking for 50% to keep, that is still VERY HIGH for 1 MASK S/B NO MORE THAN $6-8 – REQUESTING FULL REFUND immediately”

(“我购买的25美元的口罩价格太高昂了,这令人难以置信,亚马逊应该报告这个情况,卖家不应该允许以如此高的价格出售。现在他们要求保持50%利润,这仍然是非常高的。超过6-8美元就可以请求立即全额退款。”)

“I ordered the product on March 8th, because I did not have any hand sanitizer and needed alcohol. I paid an incredible markup on a $2 bottle of alcohol that I should have been able to get through Walmart, but in my panic ordered from this company at $12 a bottle thinking they would send the order. WRONG Did not receive until 3/19 then with no packaging in a huge box! Terrible! Don’t buy from them!”

(“我在3月8日订购了这款产品,因为我没有洗手液,而且需要酒精。我花了一大笔钱买了一瓶价值2美元的酒精,我本可以在沃尔玛买到的,但我在慌乱中向这家公司订购了一瓶12美元的酒精,以为他们会把订单寄来。错误直到3月19日才发现,并且当时没有妥善包装在箱子里!太可怕了!不要从他们那里买东西!”)

“I have ordered 100 surgical masks for coronavirus protection., I am in the risk group by age. The order was cancelled in 2 days as the company realized it was too cheap. (3-4 times as usual price before the crisis). Shame on you!”

(“我订购了100个用于预防冠状病毒的口罩。根据年龄群体,我属于高风险人群。由于该卖家意识到价格太便宜,两天内就取消了订单。价格是危机前正常价格的3-4倍!”)

“I Ordered This Product on February 1, 2020. They Said It Would Arrive Between Feb 24 and Mar 16. I Waited and Waited and Had to Go Out and Purchase Masks at Three Times the Price of the Ones I Ordered From These People. Had I Known They Were Unreliable I Would Have Have Purchased Masks From the Store Earlier. I Am Very Annoyed as They Do Not Even Give Refunds.”

(“我在2020年2月1日订购了这个产品。他们说它将在2月24日到3月16日之间到达。我等了又等,不得不出去买口罩。我发现该卖家的价格是我从实体店购买的三倍。如果我知道他们是不可靠的,我早就从实体店买口罩了。我很生气,因为他们连退款都不给。”)

3月11日,亚马逊开始限制销售健康卫生产品的卖家类型,比如口罩、洗手液、消毒湿巾和喷雾剂,以及异丙醇等产品。卖家收到的通知称目前不接受销售这些产品的申请。不幸的是,一些卖家绕过了这些限制。通过跟卖和将产品命名为“ma-sk”或“màsk”而不是“mask”等方法来销售产品。

结果,差评占所有卖家评论的比例开始加速上升。亚马逊的卖家在销售商品后会收到买家的反馈评论。在澳大利亚,过去30天里有13.5%的卖家评论是负面的,创历史新高。德国、加拿大、墨西哥和印度市场也创造了新的记录。美国和英国站也在走向新高。3月份的高差评率很不寻常,因为通常在圣诞节购物季期间,买家的产品最多。

例如,在澳大利亚,在不到四周的时间里,差评从10.4%上升到13.5%。

钻漏洞、抬高价、拒退款……亚马逊的最新差评潮并非无中生有

“hand sanitizer(洗手液)”和“n95 masks(N95口罩)”是目前亚马逊上搜索最多的两个词。然而,亚马逊和数百万卖家都没有这些商品的库存。全新的卖家正在抓住这个巨大的需求,同时,这也是亚马逊的力量和缺陷。摩擦让一切变得更困难,无论是好是坏。在努力消除市场摩擦的过程中,亚马逊留有一个容易被卖家推崇的平台。

这些问题并不新鲜——亚马逊多年来一直在利用机器学习和人力来监管这个平台。然而,这是一个不同的时代,因为消费者依赖电商从而感觉更安全。不好的行为只会影响平台上很小一部分的活动,但是一旦亚马逊退款,没有一个买家会觉得更安全。

转载请注明出处。本文地址:https://amazon.isellerpal.com/16151.html

声明:部分内容及图片来源于网络,我们尊重版权,如有疑问敬请联系,我们将核实并删除。