Negative feedback isn’t fun for resellers, but know that it can be removed from eBay if it isn’t warranted.
When we talk about getting negative feedback removed, we’re talking about undeserved negative feedback.
We’re not talking about removing feedback that said maybe you took too long to ship an item or sent the wrong item. Those happen sometimes, and they’re unfortunate, and we don’t mean for them to happen, but we’re talking about unwarranted and undeserved feedback.
We’re talking about retaliation feedback if somebody’s upset about something and thinks they can strong-arm you to do something, which is under eBay’s extortion policy. That is not legal, and if it does happen to you, you can have it removed.
Why Is Feedback On eBay Important?
Reselling platforms have reviews, and many buyers can’t look at the item in person before buying it. They must rely on the seller’s description and photographs to accurately capture the item. Some buyers also like to look at reviews to help them determine a seller’s credibility. On eBay, you check that feedback and look at the percentage of positive versus negative feedback.
We strive to keep 100% positive feedback. When we get a negative feedback, it affects us, and we want to make sure we get it handled and removed if it is unwarranted.
On eBay, your feedback is more important than on any other platform because it impacts your ability to be seen in some algorithms and can affect your item’s placement.
In our business model, we’re only selling a hundred items a year, so we don’t get much negative feedback. Negative feedback will bring down our percentage very, very quickly.
Keeping Positive Feedback
Keeping good customer service is huge toward getting that positive feedback. We always say, “under-promise and over-deliver,” so buyers are happy with the item they receive.
In your description, note that it’s a used item and share any damage or defects you can see. If you don’t disclose something, you might get negative feedback.
When a buyer gets an item that wasn’t as described, that’s where the buyer can leave negative feedback, and those are the types you can’t remove. If negative feedback is warranted, you can’t get it removed. That’s why it’s essential to be accurate with your description and pictures.
Mistakes happen, though; you should address them as they arise. If you mislabeled two shipments and they went to the wrong person, communicate with the buyers and let them know how you will fix it. Most people understand you’ll take care of them and fix it. Technically they could still leave you negative feedback, but if you’re working to make the situation right, they might not.
When you’re giving good customer service, and they still give negative feedback, you can call eBay up and ask for it to be removed because it was an honest mistake and you fixed it in a timely manner.
Another thing that might happen is a buyer says an item was damaged, and they leave you a negative feedback of not as described. You have to figure out what was going on to learn if it was damaged in shipping, and you can file a shipping claim. That’s one of those things that you just need to work with your buyer to get fixed.
And then, if they still leave you negative, eBay will remove it once you get it all figured out.
What Are eBay’s Policies Around Feedback?
According to eBay, anybody trying to do feedback extortion is a reason to remove feedback. If somebody’s trying to strong-arm you into doing something, that falls under that policy.
One story we’ve heard before was a partial return where the buyer says something was not as they expected. Even though it’s correct in your listing, they say, “I need half of the item’s value back, or I’m giving you negative feedback.” They’re not allowed to do that.
Another one under eBay’s policies is feedback manipulating, which is members exchanging feedback just for feedback. Don’t try to do it because it’s not allowed.
Another type of negative feedback is attacking your character. That’s where they leave a sentence or two attacking you rather than the situation.
eBay also doesn’t want buyers to leave a negative comment with a positive rating and vice versa. They should match. Any misuse is kind of broad, and that kind of brings us to where we can talk to eBay and tell them what had happened.
Can A Buyer Change Feedback?
A buyer can change feedback if you’ve righted the situation. Sometimes if a buyer leaves you a negative feedback in a rash moment, but you’ve righted the situation and had good communication, they might want to change their feedback. You can send them a revision request as a seller. You only get five of those per thousand feedback, so use them wisely.
How To Remove Negative Feedback
Call eBay and explain the situation. You can go to eBay and type in your phone number to have a representative call you. Don’t use the chat; get a rep on the phone.
Every once in a while, you might have to ask for a supervisor if a rep can’t help you. You can ask the person on the phone if they can change negative feedback, and if they say no, ask for a supervisor or hang up and call again. A different rep or supervisor can help you.
Be firm, confident, and polite when talking with eBay’s customer service. They can help you remove the negative feedback if it’s not warranted. If you were trying to work with a buyer and they ghosted you, eBay can see your messages back and forth with the buyer and note that you wanted to make it right, but the buyer stopped responding.
If you get negative feedback, don’t stress. It can be removed if the buyer had no reason to leave it for you.
Show Notes
eBay’s feedback policies: https://www.ebay.com/help/policies/feedback-policies/feedback-policies?id=4208
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