Time to look at the best way in which to deal with negative eBay feedback.
Fact is, that during your life as an eBay seller you will, at some point, be left with negative feedback. Or at the very least neutral feedback. Since your eBay feedback is probably the most important thing in your armoury as an eBay seller then it makes sense to know exactly how to deal with the situation if and when it arises.
Buyers may leave you with negative feedback for a variety of reasons. Might be that they genuinely got a raw deal. Might be that they left it by accident (this happens more often than you may think). Might be that they left negative feedback 'for a laugh' or 'because they can'. Maybe a competitor under a different guise, who knows!
What you must NOT do under ANY circumstances is fly off the handle and behave in a non-professional way. Take a step back from the situation, assess why this might have happened, react accordingly, always in a calm manner, frustrating, annoying and as uncalled for as the negative feedback you have received may be.
First thing I would do is take a look at the transaction and try and work out why you have received the negative eBay feedback. If you do not know why, contact the buyer who left it and simply ask them. Be polite and courteous at ALL times. Even if they are abusive, unhelpful or just downright rude. YOU are the professional.
If you can come to some of agreement on a course of action, such as a refund or replacement item etc then take this route but only on the premise that the negative feedback be removed by them. If this does not work and you feel they have been unfair, then say so politely. Ask them why they didn't give you a chance to resolve any situations BEFORE they left negative feedback for you. You may again try to come to some sort of arrangement here and instigate eBay's 'mutual feedback withdrawal' procedure. Meaning you have agreed with the buyer the feedback was a little hasty and they agree to withdraw it as a compromise.
If none of these approaches work and the buyer is adamant that the negative feedback stays. Firstly, if the feedback really IS unfair you can contact eBay, explain the situation and they MAY agree to remove it.
Should they not agree to do this then you should respond to the negative eBay feedback on your account. Do NOT reply in an aggressive, rude or threatening way. Remember your comments will be there for ALL to see. Your future buyers, EVERYONE.
Reply in a calm, polite way. I repeat again - YOU are the professional.
An example negative feedback left - ' product was rubbish, took eight days to arrive, not as described '
You could write in reply ' YOU LIAR, YOU GOT IT NEXT DAY, CONMAN SELLERS BEWARE! '. While this may be true it looks terrible.
Reply with something like this 'Apologies for this. Please contact us and we will resolve the situation amicably'
Receiving negative feedback on eBay is not unusual neither is it the end of the world. It's how you respond to it that counts.
Thanks for reading and please feel free to comment.
Mark Davies
Making Money Online Out of Auction Websites - Moving Your Business Online
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