How to Handle Negative Feedback from Customers on eBay

As an eBay Power Seller with over 12,000 sales, I strive for 100% customer satisfaction. Unfortunately, some eBay users are too quick to leave negative feedback without giving the seller a chance to respond. So, what do you do when someone slams with with an undeserved negative feedback?

Instructions

Difficulty: Easy

1. You have done everything right. You found a great item, taken a nice photo of it, written an accurate detailed description, sent professional emails to the buyer, and shipped the item promptly and securely. Then, you log on to check your eBay account, and BOOM! There it is. Someone has left you undeserved negative feedback. You are heartbroken. Now what?
   
   First of all, this is not the end of the world. With negative feedback, it isn’t a matter of IF, it is a matter of WHEN. It probably isn’t your fault. The buyer may have had a bad day, lost his job, or had a fight with his wife. You have no idea what happened in his life that day. He impulsively takes it out on you because you are accessible and you can’t fight back. He takes out his aggressions on the computer, and you are the recipient.
2. Don’t rush right out and leave negative feedback for the buyer that says, “WHAT A JERK –AVOID THIS BUYER.” This will only make you look bad. If you choose to leave negative feedback for him, keep it unemotional and professional. You can say, “Disappointed that this buyer didn’t contact us first – we always refund!” Shoppers will look at your feedback and wonder what the negatives are all about. Make it clear that you are the bigger person and you will always handle problems professionally and be fair if given the opportunity.
3. Don’t be impulsive and slap a negative feedback on someone without thinking about how it will affect your reputation. Be careful what you say!
4. When you do get a negative feedback, be sure to leave a reply below it on your feedback profile giving your side of the story. For example, we usually say, “Customer did not contact us regarding problem. We always refund!” Shoppers will see that you were blindsided with this remark and that you are willing do whatever it takes to make the customer happy.
5. You must be proactive in taking steps to prevent negative feedback. Add a sentence to your listings, your About Me page, all email correspondence, and your packing slip stating, “If you are not satisfied with your purchase, please contact us prior to leaving feedback and we will issue a refund.” You want to imply that if negative feedback is left without giving you the opportunity to correct the problem, that the buyer is not eligible for a refund. Furthermore, you want to satisfy your customer so that he is eager to leave positive feedback for you.
6. Maybe you did make a mistake. Maybe you sent the wrong size or missed a flaw on the item. In all fairness, a buyer should give you a chance to correct the issue before slamming you with negative feedback. We are all human, we all make mistakes. Unfortunately, a small percentage of eBay members are too quick to leave negative feedback at your expense. This is part of doing business. Be sure to block that member from bidding on any more of your items. You probably don’t want to work with someone who isn’t willing to let you correct a mistake.

Tips & Warnings

• Treat customers the way you want to be treated as a customer.
• Remember that eBay is a public forum - think before you react to neutral or negative feedback.