What to Do If You Get Negative Feedback on eBay

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As an eBay seller, feedback is valuable. It’s a declaration to the world about how dependable you are; whether or not they should make a transaction with you. As long as you describe your stock accurately and get it to your customers promptly, you should accrue positive feedback over time. eBay customers recognise that it’s part of the community aspect of the site to state when they’ve had a favourable experience with a seller. However, negative feedbacks can and do happen.

Whether you’re a casual seller or if eBay makes up a significant portion of your income, negative feedback can have an immediate impact on your future earnings on the site. It’s worth knowing how best to deal with such situations, so you can keep business rolling as normal.

Here’s what to do if an exchange doesn’t go to plan and you end up with a negative feedback.

1. Identify Where It Came From

For those that do a high number of eBay sales per week, you’ll understand why this is important. Make sure that you know exactly what product they’re talking about, whether you personally prepared it to be sent out, and whether you recall checking it again before you did. Got that? Move onto the next one.

2. Identify Whether or Not It’s Valid

We’re not talking in the sense of whether you believe their allegations (damaged goods, late arrival, not the condition stated in the listing); we’re talking about whether it qualifies as account feedback. There are rules to feedback. If they don’t adhere to it, it can mean that it’s automatically removed. For example, if the buyer got angry and used profanity, you’ve won and the feedback will be wiped straight away. They may blackmail you. eBay doesn’t take kindly to that either. Don’t stress yourself about feedback that you don’t need to fight.

3. Work Out What Went Wrong

Where in the process did things go wrong? Did you take a little longer than usual to send packages out last week? Did you forget to check for scuffs all over the product? Whatever they’ve stated in the feedback, make sure that you know what the situation is. Don’t get defensive; just prepare yourself and know what you’re walking into.

4. Talk to the Buyer

So you know where the feedback came from, that it’s valid, and what the issue is. Now it’s time to deal with the buyer. Keep things calm and hear them out. If the issue relates to the condition of the items they received, your first step is to ask for images. Whatever the situation is, you should be the one that suggests a solution, and see how they react to it.

5a. They Respond Positively; Make Sure They Remove It

Go along with it and follow through with whatever you agreed with the buyer. The best way to handle most situations like this is to apologise, blame someone who was helping you to prepare the parcels (whether or not there was someone) and just refund them/ask them to return it. Most will be happy with this and you’ll be able to move on with your life far sooner.

5b. They Don’t Respond/Respond Negatively; Firm It

You’re not going to win them all, even if you’re in the right. Take it on the chin. As long as you sell a fair amount on eBay, the odd negative feedback really isn’t going to impact on your metrics at all. You can withstand it and it’s not going to have much impact on whether or not people shop with you again. Just keep it moving and work to get more positive feedback.