For eBay sellers, buyer reviews are crucial. Positive reviews can help sellers attract traffic and increase their customer base, but negative reviews can have a negative impact on sellers’ sales. Therefore, sellers should pay attention to buyer reviews, discover negative reviews in a timely manner and handle them appropriately to reduce the impact of negative reviews on themselves.
1. How to respond to negative reviews
Inappropriate ways for sellers to respond to negative reviews may make the situation worse, and may make the negative reviews more noticeable on the review homepage. , leaving yourself passive in subsequent sales. However, if a seller chooses to ignore negative reviews, it will make potential consumers think that the seller does not care about their concerns and does not pay attention to their shopping experience, which will seriously affect their eBay business. Therefore, sellers should focus on how to respond to negative reviews appropriately. First of all, when receiving negative or neutral reviews, sellers should distinguish between two situations: whether the buyer accidentally left negative feedback, or whether the buyer left negative feedback intentionally.
(1) Negative reviews accidentally left
Some buyers may be very satisfied with a certain purchase, but end up accidentally leaving negative or neutral reviews. This happens all the time because the review left by the buyer itself is positive and there are no issues with the deal the seller is offering. For example, a buyer’s evaluation of a certain purchase is “Fantastic service, fast and very reliable!” (Excellent service, fast and very reliable!)
In this case, the seller usually has to move It is relatively easy to remove negative reviews. All the seller has to do is contact the buyer, explain the situation to the buyer, and ask the buyer to modify the evaluation. In most cases, the buyer will agree to the seller’s modification request. If the seller does not receive a response from the buyer, the seller can report the feedback issue through the “ReportFeedback” page, explain the situation in the comment area, and request eBay to remove the review.
(2) Negative comments left intentionally
If it is found that the buyer left a negative comment intentionally, the seller should also contact the buyer first and politely inform the buyer. Express your apology and ask if there is anything you can do to resolve the issue. Generally speaking, a refund or exchange of the item can resolve this type of problem. If the buyer agrees with your proposed solution to the problem, you can politely ask them to modify the negative review.
If the buyer does not respond to your inquiry or disagrees with your proposed solution, you can directly request eBay to delete the unfair review. If this review is indeed unfair and violates eBay platform regulations, eBay will delete it. However, if the buyer is not satisfied with the quality of the product, or the seller delays delivery for a week, eBay will not help the seller delete these comments, because the evaluation made by the buyer is fair.
2. Negative reviews left by negative review buyers during revision will have a negative impact on the seller’s reputation and product sales. On the eBay platform, under certain circumstances, sellers can request buyers to change the negative reviews they have left. The specific operation method for sellers to modify negative reviews is as follows:
Step01 Enter the “Feedback Forum” (Feedback Forum) page, and click the “Feedback “Request Feedback revision” (Request Feedback Revision) tools” on the right side of the page. Click the hyperlink in the Feedback Tools list.
Step02 Enter the “Modify Feedback” page, select the check box in front of the order that needs to be modified, and select the reason for making the request to the buyer under “Give the buyer a reason”. Enter the specific reason for requesting the buyer to modify the negative review in the text box below, and then click the “Send” button.
Step 03 The system prompts that the buyer has been sent a request to modify the negative review.
After the system sends an email to the buyer requesting to modify the negative review, if the buyer agrees to the modification, the seller can manage it in “Review Management” after the buyer completes the modification and submits it to the system. You can see the revised evaluation on the page. Medium and negative reviews cannot be modified at will. Sellers need to pay attention to the following points when modifying negative reviews:
The number of credit evaluation modifications proposed by each seller per year is There is a limit, that is, each seller can make 5 requests to modify the credit evaluation for every 1,000 credit evaluations (including positive evaluations, neutral evaluations, and negative evaluations) received per year. For example, a seller receives 3,000 credit evaluations in one year. Credit evaluation, the seller can make 15 requests to modify the credit evaluation
·The seller can only make modifications after solving the relevant transaction problems or thinking that the buyer accidentally left a wrong credit evaluation. Requirements for credit evaluation
. For each transaction, the seller can only request to modify the credit evaluation once; if the credit evaluation submitted by the buyer is more than 30 days old, the seller can no longer request to modify the credit evaluation from the current account. Sellers cannot request modifications to the frozen buyer’s credit evaluation. If the buyer requires the seller to provide goods or services other than the listed items before he is willing to modify the credit evaluation, the seller can report the buyer to eBay.
3. Negative review removal policy
Bay will automatically remove some negative reviews that comply with eBay’s negative review removal policy. 4. Tips to avoid negative reviews
During the operation process, sellers must know how to nip problems in the bud and make every effort to reduce the probability of buyers leaving negative or neutral reviews, and not even let buyers leave negative reviews. The idea of negative reviews. This requires sellers to do the following to ensure product quality and provide buyers with high-quality products;
Create and optimize product listings to provide buyers with detailed and accurate products. Description If the seller is selling a second-hand item, be sure to clearly state the condition of the item in the listing. If there are certain defects on the item, such as scratches, use pictures to highlight them and never hide them. Displaying product defects actually increases the seller’s credibility in the minds of buyers.
·Ensure delivery speed and provide buyers with fast logistics and distribution services;
·Use appropriate packaging. Pack the goods with materials (such as Jify envelopes, boxes, mail bags), and do a good job in protecting the product packaging to minimize the probability of damage to the goods during transportation; ·Actively communicate with buyers and promptly respond to the information sent by buyers Emails and messages
· Give positive feedback to the buyer immediately after the buyer pays, for example, send a message to thank the buyer for the purchase; send an email to the buyer to inform the buyer of the delivery time , logistics methods used, etc.;
·Develop a reasonable return and exchange policy, and always abide by the promised return policy. The period for free returns and exchanges for certain buyers can be extended under certain circumstances. For example, if the free return and exchange period stipulated by the seller is 14 days, but an old customer with a high unit price requests a return on the 16th day, the seller may also consider accepting it;
·Replace the damaged product for free for the buyer , defective goods. Because this is a return or exchange caused by the seller, the seller has no right to require the buyer to pay shipping costs;
·No matter what problems occur with the product, the buyer must be contacted in a timely manner to inform the buyer of the truth. Condition. For example, notify the buyer that a certain product is out of stock and order processing needs to be delayed for 3 days, and ask the buyer how to solve the problem, whether they want to wait a few more days, or get an immediate refund. Sellers must not take it for granted and make decisions for buyers. They must ask buyers for their opinions first.