When you’re a seller on eBay, feedback is everything. It’s one of the main factors that potential customers use when deciding which products to choose and what sellers to buy from. Positive reviews are more likely to have customers clicking ‘buy now’ on your products. 90% of customers say that they use online reviews when deciding which stores to buy from online. Similarly, 94% of customers say that negative reviews have convinced them not to buy from a business.
Negative feedback is something that can happen on eBay without being your fault. It might have been an issue with the shipping provider, or the customer might not have read the product description properly. There are dozens of reasons why you may have negative feedback that you feel is unwarranted.
At Doba, we’re a leading dropshipping website that has almost two decades of experience in the industry. We help dropshippers connect with high-quality supplier and products to take their business to the next level. We offer integration with the top marketplaces, including eBay. One of the most popular questions that we get from our community is how to get negative feedback removed from eBay. We’re rounding up the best ways that you can try to get this negative feedback removed.
How to Ask Customers to Remove Negative Feedback
One option that you have is to contact the customer directly to ask them to remove the feedback. It’s worth remembering that this method has limited usage. Sellers are only able to us it 5 times for every 1,000 reviews that they have. Unless you’re making a large volume of sales, you won’t be able to utilize it. Asking customers to remove negative feedback is something you want to do sparingly.
It’s an easy process to ask customers to remove or review their negative feedback. You can start the process from the ‘feedback profile’ on your account or on the ‘feedback forum’ page before selecting ‘request feedback revision’. You can then select the specific feedback that you would like to have reviewed or removed. At this stage, you can attach a note to your request to explain to your customer why you’re making the request. The request will then be sent to the customer to review.
As there are limited opportunities to use this option, it’s best to keep it for reviews that are negative and not neutral. Before you send the official feedback reversal request, it can also be helpful to reach out to the customer first to see if they would be willing to change their review. Otherwise, you may find that you’ve wasted one of your few opportunities to use this feature.
It’s best to reserve this option for instances where it appears that the negative feedback was left as a mistake. For example, they may have written a glowing review but accidentally selected 1-star instead of 5-star. You can also use it in instances where you’ve addressed the issue with the customer, and they now are satisfied with the outcome.
How to Get Negative Feedback Removed by eBay
There are cases where you can report negative reviews to eBay and request for them to directly remove the review. This action must be taken within 90 days of the transaction and is reserved for instances of customer misconduct.
You can report a negative review to eBay if:
· The customer has not paid for their order but left a negative review
· The negative feedback violates eBay’s policies about abusive language or contains other content that is not allowed by their terms and conditions.
· There is evidence of attempts by the buyer at feedback extortion, such as asking for a discount in exchange for a positive review.
You can send a report about a negative review to eBay through the ‘seller hub’, which allows you to contact eBay directly. You’ll need to explain why you believe the situation should be investigated. Depending on this investigation, eBay may decide to remove the review or just the comment or rating. Alternatively, they’ll notify you if the review is remaining as it is.
Responding to Negative Feedback on eBay
Getting negative feedback changed or removed on eBay is difficult. In most cases, the best option is for you to publicly respond to the review. Responding means that future potential customers can see that you engaged with the negative feedback and how you’ve dealt with it. Avoid sounding defensive and instead, be honest and courteous in your response.
You can mention if you have – or are willing – to resolve the situation and reinforce that your customers are your top priority.
Reaching Out Directly to Customers
If you have a customer who is unsatisfied with their order, it’s important that you privately reach out to them. When you receive a negative review, contact the buyer directly to see what the issue was and to ask how you can resolve it. In some cases, you can turn a negative review into a repeat customer by going out of your way to help them. Reaching out to them directly and resolving the issue can also lead to the customer amending their previously negative review.
How to Avoid Negative Feedback on eBay
Getting negative feedback on eBay can seem like a headache. The best way to avoid it is to provide excellent customer service at every step of the order process. Negative feedback can be left for dozens of reasons. While some of it is out of your control, most of it can be impacted by how you run your eBay store.
Make sure that you’re responding to messages, processing orders quickly, writing accurate product descriptions, and taking high-quality photographs. Treat your eBay store as though it’s your own website and go out of your way to build the reputation of your eBay store within your niche.
At Doba, we help eBay sellers connect with high-quality suppliers and products to find their next best-selling product. With our help, you can find the products that will have customers leaving you glowing reviews and 5-star ratings. Are you ready to get started? Sign up for your 30-day free trial of Doba here.
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