Did you know it's possible for buyers to revise feedback left for sellers? However, it isn't easy - here's the lowdown from a longtime seller.
I was inspired by a recent letter to Ina
on the Letters to the Editor blog from Jim regarding his dilemma with feedback recently left on his account by a customer he fully refunded and allowed them to keep the product. There will always be those customers no matter what you do they are not happy. But trying to turn that around is often worthwhile.
When a buyer leaves you negative or neutral feedback after you thought you had resolved the issue to their satisfaction, it stings. Contacting the buyer is in order to see what happened and why they were still feeling it was appropriate to hit your feedback rating. Without pointing fingers, throwing eBay under the bus, or applying your personal feelings in the email, ask them what still has them upset or concerned. Remain completely professional and show concern for their feelings and/or thoughts on the issue.
I know this can be very hard at times, but keeping your end goal in mind, keep it simple, respectful and on target. But try to find out what their reason was. This way you can address it.
If you get that figured out and you are able to fix or just apologize in a way that makes them happy, then ask them if they are willing to revise the feedback they left. If they are willing to revise the feedback they left, it is in your best interest to understand the best way to accomplish this.
Do not put this on your buyer to figure out. You have the ability to make this process easy and painless for your buyer. It is never a good idea to leave your buyer to do all the work trying to figure something out. That is part of our jobs as sellers. Our job is to make it as easy as possible for our customers. I know that this can be very difficult at times. But for your sanity and the health of your account on eBay, it is in your best interest to do that.
So let's say you now have your buyer stating in an email that they would revise the FB. That is the hardest part, so good job. This is an important first step. The next step would be to send your buyer an email and let them know that you will have eBay send them an email that will allow them to revise the feedback. They should receive it shortly after you send this email to them. Let them know that all they need to do is open the email and click on the link inside the email. It will take them to an eBay screen where they can easily and quickly revise the feedback.
There are a few things to know about this process so you can use it in an effective manner: You can only do a formal request for FB revision within 30 days of receiving the FB. There is a limit to how many FB revisions that you have at your disposal. You get 1 per every 200 FB received. And if you send someone a FB revision request, they only have a life of 10 days.
If the buyer does not use it within 10 days of the date sent, it will close. Once closed, the seller can't send another one to the same buyer nor can they reopen it. This is why you always want to know if the buyer is going to work with you on this before you send them the revision request.
This first l
ink offers you some information only. It will explain how the process is handled for the buyer.
is where you can go to issue the Revision Request. The second item in the box on this page is for asking a buyer to revise FB. To the right of side of your screen is the link to click on called "submit a feedback request." Click on that and it will take you to a page to issue the request.
About the Columnist
Marie left her corporate accounting job over a decade ago to begin selling on eBay in order to spend more time with her children. She is a frequent commentor on the EcommerceBytes blogs, where she shares her advice and opinions about how to succeed on eBay.