Ebay Tips Tricks| Attention Powerseller | How To Manage Negative Feedback In EBay

You think you can make some part time money from Ebay. But sometimes you feel like losing it. 

You respond quickly to customer emails and inquiries. You ship items promptly and carefully. And, of course, you're professional and courteous in all your interactions.

But sometimes, despite your best efforts, it happens: Negative feedback.

For no good reason that you can see, somebody leaves a bad review -- accompanied by a scathing comment.

What do you do?

Your first instinct might be to retaliate with a negative and biting comment of your own -- especially if you feel the feedback was unfair. Before you do, take a step back.

eBay research shows that buyers are more loyal to sellers with whom they've successfully resolved a dispute than they are to ones where no problem has occurred at all!

So it's worth learning how to deal with negative feedback gracefully.

Let's take a look at some of the ways you can handle a negative without losing your cool... or even have your feedback score adjusted:

   1. Make sure the negative feedback left is not abusive. If feedback left violates eBay's policies, eBay will remove it.

Visit their Feedback Abuse page to see if your negative qualifies:

http://pages.ebay.com/help/policies/feedback-abuse-withdrawal.html.

      If it fits the bill, file with eBay immediately.

   2. Respond publicly to negative feedback comments. The best way to immediately mend any damage to your credibility caused by a negative feedback comment is to post your own explanation in your feedback record.

      The key here is to keep it reasonable, and stick with the facts when telling your side of the story. For instance, if the person leaving the feedback didn't contact you first to tell you about the problem, respond by saying what you would have done if they had. Don't be sarcastic or nasty.

      Your comment will appear along with the negative one (even if you later get your feedback score adjusted) -- and your potential customers can make their own informed decisions.

      Chances are, your potential bidders will be greatly reassured if you've addressed the issue rationally and well.   eBay allows you to post one response to every comment you receive, as well as one follow-up comment. So the next time you get negative feedback, take the opportunity to calmly explain your side of the story.

 

   3. Talk to your buyer to clear up misunderstandings. Often, negative feedback is left as a result of a misunderstanding or miscommunication -- especially if you're dealing with a newbie who may not be familiar with how things generally work

(e.g., shipping times).

      So your best bet is to try to resolve the issue with the other party directly. You can use eBay's buyer and seller forms to contact them and try to come to a mutual understanding. How you approach the buyer can have a huge effect on the outcome.

      Use tried and true dispute resolution techniques: focus on the problem, not the person -- and always give your buyer the benefit of the doubt. If you're diplomatic and try to see things from your customer's perspective, you'll be far more likely to get the result you want -- and possibly have the negative feedback withdrawn!

   4. If that doesn't work, leave a negative feedback comment for them. Buyers depend on their feedback scores as much as sellers, and by answering their negative with one of your own, you lay the groundwork for the mutual withdrawal process.   Again, your comment should be reasoned and factual.

   5. Resolve negative feedback issues using eBay's Mutual Withdrawal form. Provided you and your buyer both agree to it, you can use eBay's mutual withdrawal system to have your score adjusted.

      If you haven't yet left a comment explaining what the issue was and how it was resolved, now's the time. Once you complete the withdrawal process, you won't be able to post any more comments on the issue (but the existing comments will

remain!).

      To start the mutual withdrawal process, go to http://pages.ebay.com/help/feedback/feedback-disputes.html. You can

start this process within 30 days of either person leaving feedback, or within 90 days of the transaction end date,

whichever is later. You will both have to fill out the form separately.

   6. Resolve feedback issues using SquareTrade (or other mediation companies). If you've exhausted all the options offered by EBay, consider hooking up with a mediation service. Square Trade is the most popular and is recommended by eBay.

      It's free to file a case. SquareTrade will email your buyer on your behalf, and if they don't get a response,  SquareTrade will automatically adjust your score.

      If the other party does responds to those emails, you will be directed to their Direct Negotiation web page to duke it out. Using this method, you can have your feedback rating adjusted, but any negative comments will still remain.

      For $29.95, however, you can get a mediator to work with you, which can result in your score being adjusted and the negative comment removed completely.

      To file a case, go to www.SquareTrade.com and select the "Dispute Resolution" link at the top of the page.  A negative doesn't have to be the end of the world -- or your credibility. Deal with disputes quickly, with the intention of  reaching a mutual understanding. You just might earn yourself a loyal buyer for life!

Tony Pasco, an eBay PowerSeller we interviewed for our private Secrets To Their Success website, is a prime example. He had four newer eBayers leave him negative feedback. But after he contacted them -- sympathizing with them, but explaining his side of the story -- three of them reversed their feedback!

Another time, Tony had one item damaged in transit. He asked the customer to return it so he could see it, and sent him a brand-new replacement free of charge. His reward? Positive feedback and a comment that outlined Tony's hassle-free solution.

So take your cue from Tony, and turn a bad situation into a positive one!

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