eBay allows buyers to their experience with you using the five star system. We love getting positive feedback, there may be a time when you receive a negative one. So what do you do?
Relax, and Breathe then reach out to your buyer ASAP and try to make it right! Listen to what the issue is and try resolve it! Usually, you can resolve the buyer’s issue by offering to issue a refund once the item has been returned (always wait til you get it back before giving them their money), offering a partial refund (if the listing contains an error like the item has a stain and the buyer wants to keep the item) or an exchange for the same item – if that option is available for you.
If you can’t work it out with your buyer, reply to their feedback on your page and tell your side of the story! Sometimes you have tried all you can and the buyer still is not satisfied – for example, a buyer wants to keep the item and is still frustrated that you need them to send it back so you can issue the full refund or if you don’t accept returns and a buyer is insisting that you accept their return because they found the item somewhere else for cheaper. Use your best customer service skills because your future buyers will use this to determine if you handled the situation professionally and may use that to determine if they should purchase from you. Even if it is the buyer’s fault because they were being totally unreasonable, refrain from blaming them. It looks really bad for new potential buyers to see that on your profile. Just explain the situation and what actions you took. For example, if a customer leaves a negative feedback complaining that they are choosing to keep the item because they don’t want to waste time returning it. You can reply back first thanking them for their initial purchase. Then proceed to apologize for the inconvenience of having to return the item but in order to get their money back, the item must be returned. Or that customer who left negative feedback because you do not accept returns. In your response, you can thank them for their purchase and explain that your business does not accept returns and that it is clearly stated in each one of your listings.
Getting negative feedback is not the end of the world and it will not hurt your business if it is not constant. I know negative feedback is kind of annoying – especially when you have did ALL that you can and that buyer is STILL. NOT. HAPPY. And that’s okay. You can’t please everyone and we sure can’t please every buyer – no matter how hard you try. Thank goodness not all buyers are like this.
Sending you lots of love and light,
Jackie
MOST FREQUENTLY ASKED QUESTIONS ABOUT NEGATIVE FEEDBACK
Will eBay remove the unfair feedback?
eBay does not remove unfair feedback. They will remove a feedback that contains profanity and offensive slurs, ‘if a buyer is at fault, if the problem was caused by an eBay site issue, or if there was an issue outside of your control like shipping service delays, or items being delayed because of an extreme weather events’ per their website.
Can the buyer change/remove their negative feedback?
Yes, you can send a request revision request. To send a feedback revision requests can be made by going to the Request Feedback Revision page from the Feedback Forum or from your Feedback Profile. Find the feedback and then select the “Request Feedback Revision” link. Select the Reason for your request and add any additional details that you want your buyer to know! Press send!
How to check your feedback?
You can check your feedback by clicking on your profile and then clicking on the number right under your profile. It’s in parentheses.
