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eBay Sellers Unable to Respond to Buyer Feedback

eBay sellers say they are unable to respond to feedback left by their buyers. A report on Ecommerce EKG prompted us to investigate, and we discovered this problem has been ongoing since at least December.

On Wednesday, a seller reported, “I received an undeserved negative feedback due to customer not reading description. I tried to resolve with customer with no luck. Now I am unable to leave a reply to her negative feedback. Tried calling eBay but they think it’s a glitch in system. Are seller’s not able to leave replies now? or is it really a glitch.”

Other sellers weighed in to indicate they were also unable to respond to feedback, with one EcommerceBytes reader writing, “This has been happening for at least several months.”

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Sure enough, we found other threads on the eBay discussion boards where users described the same problem, including this thread going back to December 2015.

In that thread, sellers suggested people having problems try leaving a response to feedback by first signing in to a different eBay site, such as eBay Canada or eBay UK.

In another thread, someone suggested the person having the problem clear the cookies and cache on their computer.

It’s an important issue, since sellers’ reputations are at stake. When a buyer leaves a negative or neutral feedback, it’s the only opportunity for sellers to defend themselves or explain what happened. It’s also helpful for potential shoppers to see if sellers respond professionally to criticism.

Let us know if you’re having this problem or not by visiting the Ecommerce EKG board(thumbs up means you’re experiencing the problem, thumbs down means you’re not).

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Ina Steiner

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. Send news tips to ina@ecommercebytes.com.


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