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eBay Changes Defect Policy for Revised Feedback

Many sellers believe that if a buyer revises their feedback from a negative or neutral to a positive, it should no longer count as a defect against their account. But earlier this year as part of the Spring Seller Update, eBay said it would. That’s no longer the case.

eBay spokesperson Ryan Moore confirmed that, “If a buyer revises feedback from a neutral/negative to a positive it will NOT count as a defect.”

While it may seem like a no-brainer that a seller should not be punished if he or she goes the extra mile to satisfy a customer – or a buyer accidentally leaves the wrong feedback and corrects it – that was previously the case.

Here’s what eBay had published in its Spring Seller Update FAQs:

What if I ask my buyer to revise negative or neutral feedback and the buyer agrees, will that transaction still count toward my defect rate?

If your buyer revises the feedback, the revised feedback will not be shown to other buyers but the transaction will count toward your defect rate. eBay research shows that even when agreeing to revise negative or neutral feedback, the mere act of having left the feedback is still a key predictor of reduced spending.

But while eBay did change the policy, it has yet to update its policy page. Under, “Not eligible for removal,” eBay lists: “Neutral or negative feedback that is later revised by the buyer.”

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Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). She is a member of the Online News Association (Sep 2005 - present) and Investigative Reporters and Editors (Mar 2006 - present). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.