Building Your Buyer's Trust (Feedback)

Building Your Buyer's Trust (Feedback)

Another way to check if your performance on eBay is up to par with buyer expectations is to keep track of your overall Feedback.

Buyers tend to look at the Feedback ratings before making a purchase. Hence, it is important that these do not get neglected by you. 

Maintaining a good Feedback score not only helps in increasing your reputation and building trust in your buyers, but chances are that your listing may get ranked higher in the search results too.

How does this help you?

The number of times your listing shows up on the search results, higher the chances are of a buyer being tempted to click on it to view the listing and end up purchasing your item.

Both the transacting parties on eBay, i.e. you as the seller and your buyer, can leave a rating along with a comment on the transaction experience.

Another way to check if your performance on eBay is up to par with buyer expectations is to keep track of your overall Feedback.

Buyers tend to look at the Feedback ratings before making a purchase. Hence, it is important that these do not get neglected by you. 

Maintaining a good Feedback score not only helps in increasing your reputation and building trust in your buyers, but chances are that your listing may get ranked higher in the search results too.

How does this help you?

The number of times your listing shows up on the search results, higher the chances are of a buyer being tempted to click on it to view the listing and end up purchasing your item.

Both the transacting parties on eBay, i.e. you as the seller and your buyer, can leave a rating along with a comment on the transaction experience.

Let’s understand the Feedback system in detail

The Feedback ratings received by you for all your transactions is visible to the buyer on your page. Your buyers will be able view your Feedback score on the listings page just next to your eBay Seller ID. A percentage of the ratings is also shown beneath the ID.

Along with the Feedback score and percentage, a star rating can be seen. This rating tells the number of buyers how have left a feedback for you.

Another way to check if your performance on eBay is up to par with buyer expectations is to keep track of your overall Feedback. 

Buyers tend to look at the Feedback ratings before making a purchase. Hence, it is important that these do not get neglected by you. 

Maintaining a good Feedback score not only helps in increasing your reputation and building trust in your buyers, but chances are that your listing may get ranked higher in the search results too. 

How does this help you?

The number of times your listing shows up on the search results, higher the chances are of a buyer being tempted to click on it to view the listing and end up purchasing your item. Both the transacting parties on eBay, i.e. you as the seller and your buyer, can leave a rating along with a comment on the transaction experience.

Let’s understand the Feedback system in detail

The Feedback ratings received by you for all your transactions is visible to the buyer on your page. Your buyers will be able view your Feedback score on the listings page just next to your eBay Seller ID. A percentage of the ratings is also shown beneath the ID. 

Along with the Feedback score and percentage, a star rating can be seen. This rating tells the number of buyers how have left a feedback for you.

Feedback Metrics

Feedback can be left within 60 days from the date of transaction. It would include a rating, comment and a detailed rating section for various parameters of the transaction.

As a seller, you can leave

  • A positive rating 
  • A comment

A buyer can leave you

  • A positive, negative, or neutral rating
  • A comment
  • Detailed seller rating

Feedback Metrics

Feedback can be left within 60 days from the date of transaction. It would include a rating, comment and a detailed rating section (DSR) for various parameters of the transaction.

A buyer can leave you

  • A positive, negative, or neutral rating
  • A comment
  • Detailed seller rating

As a seller, you can leave

  • A positive rating 
  • A comment

What are Detailed Seller Ratings (DSR)

Although the buyer has simply made the payment and the entire completion of the transaction is dependent on you, your buyer is going to get an experience of that transaction. That is why when the buyer leaves you a feedback, he gets a breakdown of the following parameters to rate you a star between 1, being the lowest, and 5, being the highest, based on his experience.

Accurate Description

Reasonable Shipping Cost

Shipping speed

Communication

 

You will not get to know which buyer has given you the DSR ratings, but you will be able to view the Feedback rating and the comment.  These areas give you a heads-up on what it is that you need to improve on and what it is that you are doing right and need to continue with it.

What are Detailed Seller Ratings (DSR)

Although the buyer has simply made the payment and the entire completion of the transaction is dependent on you, your buyer is going to get an experience of that transaction. That is why when the buyer leaves you a feedback, he gets a breakdown of the following parameters to rate you a star between 1 – being the lowest, and 5 – being the highest, based on his experience.

Accurate Description

Reasonable Shipping Cost

Shipping Speed

Communication

You will not get to know which buyer has given you the DSR ratings but you will be able to view the Feedback rating and the comment.  These areas give you a heads-up on what it is that you need to improve on and what it is that you are doing right and need to continue with it.

How is the Feedback Score Calculated?

A positive Feedback percentage is calculated based on the total number of positive and negative feedback for transactions that ended in the last 12 months, excluding repeat Feedback from the same buyer for purchases done within the same calendar week.

Neutral Feedback is not taken into account and has no impact on the scores but that does not mean they should be overlooked. Any feedback given by the buyer – whether it is positive, negative or neutral – is a way of telling the seller how he can improve his services.

How is the Feedback Score Calculated?

A positive Feedback percentage is calculated based on the total number of positive and negative feedback for transactions that ended in the last 12 months, excluding repeat Feedback from the same buyer for purchases done within the same calendar week.

Neutral Feedback is not taken into account and has no impact on the scores but that does not mean they should be overlooked. Any feedback given by the buyer – whether it is positive, negative or neutral – is a way of telling the seller how he can improve his services. 

Best Practices for Improving Feedback

Best Practices for Improving Feedback

  • Make sure your listings have clear and accurate descriptions
  • Add photos of the original product, captured from various angles
  • Detailed item specifications
  • Specify handling time which can be fulfilled by you
  • Update tracking details within the specified handling time
  • Invest in a logistic service that provides end-to-end tracking
  • Take utmost care in packing to ensure item reaches in the proper condition
  • Stay away from false promises
  • Be prompt when responding to buyer queries
  • Keep your buyer updated on every stage of the transaction
  • Set up automated preferences for leaving feedback for your buyers

Make sure your listings have clear and accurate descriptions

Add photos of the original product, captured from various angles

Detailed item specifications

Specify handling time which can be fulfilled by you

Update tracking details within the specified handling time

Invest in a logistic service that provides end-to-end tracking

Take utmost care in packing to ensure item reaches in

the proper condition

Stay away from false promises

Be prompt when responding to buyer queries

Keep your buyer updated on every stage of the transaction

Set up automated preferences for leaving feedback for your buyers

Handling a Negative/Neutral Feedback from Buyer

Handling a Negative/Neutral Feedback from Buyer

Leaving Feedback for a transaction is completely at the buyer’s discretion. You, as a seller, cannot force your buyer to leave a feedback. Remember if you try to pressure a buyer to leave feedback, they  may feel threatened, and that is not the thing you would ever want to do!

However, at times it can happen that your buyer, based on his experience with the transaction, leaves you a negative or a neutral Feedback. If you feel that the negative/neutral received is unfair (and you have all the evidence to prove it), you can appeal to eBay to have it removed. Keep in mind that an appeal for removal of a negative/neutral Feedback needs to be done within 90 days from the date the buyer has left you the Feedback.

Before you make the appeal to eBay, why not connect with the buyer and find out the exact reason for the Feedback.

  • Reply to your buyer through the Feedback forum. Your comment will appear directly below the buyer’s feedback comment. Be polite, friendly and ready to suggest adjustments.
  • Try to resolve a buyer’s issue quickly and effectively.
  • Once a problem is resolved, request a Feedback revision from the buyer. You can make 5 Feedback revision requests per calendar year. Besides, for every 1000 feedback ratings you get during the year, you can make 5 additional Feedback revision requests.

It is worth mentioning that you can also send a revision request if a buyer left the negative Feedback by mistake.

The time limit for Feedback revision is 30 days after the transaction. Buyer has 10 days to accept or decline the request. So, before you send the Feedback revision request, make sure that the problem is resolved and buyer agrees to revise the feedback.

Leaving Feedback for a transaction is completely at the buyer’s discretion. You, as a seller, cannot force your buyer to leave a feedback. Remember if you try to pressure a buyer to leave feedback, they  may feel threatened, and that is not the thing you would ever want to do!

However, at times it can happen that your buyer, based on his experience with the transaction, leaves you a negative or a neutral Feedback. If you feel that the negative/neutral received is unfair (and you have all the evidence to prove it), you can appeal to eBay to have it removed. Keep in mind that an appeal for removal of a negative/neutral Feedback needs to be done within 90 days from the date the buyer has left you the Feedback.

Before you make the appeal to eBay, why not connect with the buyer and find out the exact reason for the Feedback

  • Reply to your buyer through the Feedback forum. Your comment will appear directly below the buyer’s feedback comment. Be polite, friendly and ready to suggest adjustments
  • Try to resolve a buyer’s issue quickly and effectively
  • Once a problem is resolved, request a Feedback revision from the buyer. You can make 5 Feedback revision requests per calendar year. Besides, for every 1000 feedback ratings you get during the year, you can make 5 additional Feedback revision requests

It is worth mentioning that you can also send a revision request if a buyer left the negative Feedback by mistake. The time limit for Feedback revision is 30 days after the transaction. Buyer has 10 days to accept or decline the request. So, before you send the Feedback revision request, make sure that the problem is resolved and buyer agrees to revise the feedback.

Where to go to submit a Feedback Revision Request?

STEP 1

Go to the Request Feedback Revision page, which is accessible via the Feedback Forum or your Feedback Profile

STEP 2

Select the Feedback that you want to be revised. You can check the number of Feedback revision requests available to you until the end of the current year in the top right corner of the page

STEP 3

Indicate the reason for your request in the relevant section and add a comment for the buyer in the text box (up to 500 characters), explaining what you’ve done to resolve their issues

STEP 4

Submit your request by clicking send

Where to go to submit a Feedback Revision Request?

STEP 1

Go to the Request Feedback Revision page, which is accessible via the Feedback Forum or your Feedback Profile

STEP 2

Select the Feedback that you want to be revised. You can check the number of Feedback revision requests available to you until the end of the current year in the top right corner of the page

STEP 3

Indicate the reason for your request in the relevant section and add a comment for the buyer in the text box (up to 500 characters), explaining what you’ve done to resolve their issues

STEP 4

Submit your request by clicking send

If you think that Feedback is Unfair

If you consider a buyer’s negative or neutral Feedback as unfair and/or they do not reply to your revision request, you can ask eBay to step in.

That refers to the cases when, for example, a buyer damages an item and then returns it, saying it doesn’t match the listing description, or when your items were late because of circumstances beyond your control, but the shipping was in time which can be proved by your tracking.

Provided you are dedicated to eBay policies and strive to provide a high-quality experience to your customers, eBay will support you in any difficult situations where our intervention is needed. It’s best to contact eBay directly to request a manual review. The time limit for a Feedback report is within 90 days of the transaction.

If you think that Feedback is Unfair

If you consider a buyer’s negative or neutral Feedback as unfair and/or they do not reply to your revision request, you can ask eBay to step in.

That refers to the cases when, for example, a buyer damages an item and then returns it, saying it doesn’t match the listing description, or when your items were late because of circumstances beyond your control, but the shipping was in time which can be proved by your tracking.

Provided you are dedicated to eBay policies and strive to provide a high-quality experience to your customers, eBay will support you in any difficult situations where our intervention is needed. It’s best to contact eBay directly to request a manual review. The time limit for a Feedback report is within 90 days of the transaction.