Monday, January 23, 2017

Responding To Feedback On Ebay The Right Way

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Responding to feedback on eBay, whether positive or negative, gives a clear message to your customers that you care for their opinion. It is easy to respond to feedback on eBay. The most direct way to get access to the eBay feedback forum is to log in to the eBay account and click on the feedback rating number, which is present next to the user name. Another alternative is to use the eBay help section to reach the forum boards and choose feedback from the options.


There is a Reply to Feedback received button at the bottom of the page. By clicking on the reply link of the feedback you want to respond to, you can enter your reply in the field provided. Please remember that the responses provided are not retractable. Before you click on the Leave Reply button to send your response, it is better to review what you have written.


As a seller, it is important to remember that there will be feedback of all types from your various buyers. It is natural to feel dejected when you see a negative feedback, especially when you believe in following all rules of business ethics. Responding to negative feedback must be done with a great deal of caution.


One of best ways of dealing with negative feedback is to not respond immediately. It is quite likely that in your dejected state of mind, your response may tempt you to hit back with similar words. Take a detached and practical view of the problem the buyer has experienced. It could be a problem of bad packaging, goods damaged in transit, or inordinate delay in delivery. Acknowledge the problem and let them know that you are doing everything to get the issue resolved.


Keep such customers well informed of the various stages that their product goes through. This way they will know when to expect the product and what to expect. This will minimize their anxieties and prevent them from complaining for frivolous reasons.


It is important to note that frequent negative feedback can create a dent in your reputation as a seller on eBay. It is necessary to address the issues as soon as it is possible for you to do so. Responses must be measured and not driven by emotions. State facts and figures to establish your sincerity. Remember, negative feedback is read by many of your current and potential clients. You must present yourself maturely and as honestly as possible, so that if you are the wronged party, it comes across clearly and your other clients and visitors to your Webpage are assured that they are dealing with a sincere businessperson.


While responding to feedback on eBay, please remember some important facts. You can reply to each feedback once, and after it is posted on the site, there is no way you can change or delete it. Your replies must contain factual and correct information. Responses must reflect your high level of professionalism.


Your response to a feedback does not mean that your trading partners comment will be removed from the site. At the same time, it does not affect your feedback rating.



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Whenever you buy or sell something, you can leave Feedback about the transaction. Your buyer or seller can leave Feedback for you as well.

Note: Buyers can leave sellers negative, neutral, or positive Feedback. Sellers can leave buyers positive Feedback or choose not to leave Feedback.

Over time, eBay members develop a Feedback Profile, or reputation, based on the comments and ratings left by other members. The Feedback score is one of the most important pieces of a Feedback Profile. It's the number in parentheses next to a member's user ID and it's also located at the top of the member's Feedback Profile.

How are Feedback scores calculated?

For each transaction, buyers and sellers can choose to rate each other by leaving Feedback. Buyers can leave a positive, negative, or a neutral rating, plus a short comment. Sellers can leave a positive rating and a short comment.

These ratings are used to determine Feedback scores. In most cases, members receive:
+1 point for each positive rating
No points for each neutral rating
-1 point for each negative rating
What if I buy multiple items from the same seller or sell multiple items to the same buyer?

You should leave Feedback for each sale. However, we calculate the other member's Feedback score differently depending on whether the sales occurred in the same week. For Feedback purposes, we define a week as Monday through Sunday, Pacific Time.

If the sales occurred in different weeks
Each rating can affect the member's Feedback score by 1 point. A positive rating raises a buyer or seller's Feedback score by 1 point. A negative rating lowers a seller's Feedback score by 1 point.
If the sales occurred in the same week
Sellers: We raise or lower the seller's Feedback score by a total of 1 point, based on the total number of positives and negatives left by the buyer.
If the seller receives more negatives than positives from the same buyer in the same week, the seller's Feedback score is lowered by 1 point.
If the seller receives more positives than negatives from the same buyer in the same week, the seller's Feedback score is raised by 1 point.
If a seller receives the same number of negatives and positives from the same buyer in the same week, the sellers' Feedback score does not change.
Buyers: We raise the buyer's Feedback score by a total of 1 point, regardless of the number of positive ratings received within the week.
Why leave Feedback?

Leaving honest comments gives members a good idea of what to expect when dealing with other members. Leaving Feedback is also a way to express your appreciation for a job well done. Finally, if you are a buyer, you can help spread the word about a seller you like, and if you are a seller, you can help recognize and reward loyal customers, which encourages them to buy from you again.

Should I leave neutral or negative Feedback for a seller?

Feedback comments become a permanent part of a seller's record. If you are a buyer, contact your seller to try to resolve any issues before leaving neutral or negative Feedback. Please make sure that your comments are fair, based in fact, and relate to the specific transaction for which you received the Feedback request.

Can I leave more detailed Feedback for a seller?

As a buyer, for most transactions you can rate your seller in up to 4 additional areas: item as described, communication, shipping time, and shipping and handling charges. These ratings don't count toward the seller's Feedback score. Learn more about providing detailed seller ratings.

Detailed seller ratings from the same buyer are counted in the same way as Feedback. Only 1 per week is included in the seller's score.

Other terms

Only registered members can leave Feedback. Buyers must wait at least 7 days before leaving negative or neutral Feedback for a PowerSeller who has been registered on eBay for at least 12 months.

In some situations, we may remove or adjust Feedback.

When a member is suspended due to a non-selling violation, eBay removes any neutral or negative Feedback left by that member. If a buyer doesn't pay for an item, eBay also removes Feedback left by a buyer when the buyer hasn't responded to an unpaid item case and has received an unpaid item for that transaction.
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