Ebay Positive Feedback With Negative Review for Buyer
For eBay sellers, nothing is more frustrating than receiving negative feedback. Although it'southward almost incommunicable to eliminate entirely, minimizing negative feedback on eBay is vital to your sales figures on the market.
If you've just received a bad review on eBay, then read on, we may be able to help you lot to remove it!
Why is it important to remove negative reviews on eBay?
Building a positive reputation by getting as many v star reviews as possible is a disquisitional function of eCommerce marketing.
A 2019 consumer survey revealed that the average consumer spends xiii minutes and 45 seconds checking reviews earlier making a purchase. It also revealed that only 53% of them would purchase from a business with a rating nether 4 stars.
eBay nevertheless carries a reputation as an sale site, so consumers are even more influenced by seller reputation. The site makes it easy for customers to identify the best sellers with the eBay star rating organisation.
A positive reputation on eBay will take a massive bear upon on your sales, so make certain you remove negative reviews whenever possible!
The effect of negative feedback on eBay's search rankings
Another reason to remove bad feedback on eBay relates to the marketplace'due south search rankings.
eBay's Best Match algorithm chooses which sellers are displayed at the top of search results. The verbal formula is a secret, but we know that positive feedback plays a big role.
Although your attempts to remove negative feedback on eBay won't always be successful, it'southward worth putting in the endeavour. Even if you remove but a scattering of negative reviews, you'll heave your products' visibility, build trust with prospects and increase sales.
How to remove negative feedback on eBay
There are two means to remove bad reviews on eBay. First of all, yous can ask a buyer to change or remove their feedback. Alternatively, y'all can report the feedback directly to eBay and request its removal. But this will simply work in certain circumstances. Let'south walk through each of the ii processes
1. Ask a client to remove their negative feedback on eBay
Y'all can ask any buyer to revise or remove their negative feedback, simply there'south a take hold of. You can just request five revisions for every 1,000 pieces of feedback you lot receive in a year.
eBay says it limits the number of revision requests, so sellers will provide groovy eCommerce customer service from the moment the sales goes through, instead of focusing on fixing mistakes later.
For this reason, you should only use these requests when dealing with negative feedback, rather than neutral feedback. You lot should also only send them to customers who are definitely willing to update their previous feedback, so contact buyers before sending them a revision request.
Reach out to customers in cases where:
- You call back the feedback is accidental, for example when a star rating is negative but a comment sounds positive. In these situations, a customer may even transport you a request to make a revision.
- Yous fixed the customer'due south problem. If you're replacing a faulty product, for case.
You should constantly monitor the feedback you receive and reach out to customers quickly because revisions must exist made within 30 days of the feedback being posted.
If the customer is happy to update their feedback, you can send a revision request by going to the 'Asking Feedback Revision' page. This tin can exist accessed from eBay'southward Feedback Forum or from your business relationship'southward Feedback Profile.
Merely select the relevant piece of feedback and add together a annotation well-nigh why you lot are sending the request. Then, click send.
This request volition exist valid for ten days. Any changes the customer makes will replace the old feedback. Simply if they don't respond, the old feedback will remain and no more requests can be sent regarding this transaction.
Pro tip: Yous can also use the Request Feedback Revision folio to find out how many requests you have left for the current yr. It is displayed in the meridian right corner.
ii. Written report the review to eBay
In certain circumstances, you can report a review and inquire moderators to remove negative feedback on eBay.
eBay merchants tin can use the seller reporting hub to highlight any kind of problem with a buyer, including reviews. This must be washed within 90 days of the original transaction.
Employ information technology to report:
- Negative feedback left by a buyer with unpaid items
- Feedback that violates eBay policies, for example, if it is threatening, offensive, vulgar or includes personal details of the seller
- Attempted feedback extortion by a buyer
eBay is pretty quick to investigate reports and will remove any feedback which violates its policies. All the same, sometimes it will remove a comment, but retain a negative rating.
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What to do when you can't remove negative feedback on eBay
Where y'all've run out of revision requests or your customers don't desire to update their feedback, there is no other way to remove bad reviews on eBay. But there are other deportment you tin can have to improve your situation.
i. Respond to negative feedback
Where it can't exist removed or improved, you should always reply to negative eBay reviews.
Be professional person and polite in your response. If there is a mistake on the heir-apparent'due south behalf, explain this clearly. If the problem was your fault, repent and say what steps you'll take to ensure it won't happen once more.
Amongst consumers that read reviews, 97% of them too read a business organization' response to reviews. So this is your chance to alleviate the concerns of prospective customers.
2. Always contact unhappy customers
Fifty-fifty if you're out of eBay revision requests, it's nonetheless worth reaching out to customers about their experiences.
Though you can't send them a request to alter their feedback, they are immune to leave ane follow-upwards comment on their review. If this is positive, it may win over hundred-to-one prospects.
3. Increase positive feedback from other customers
The more positive feedback your account receives, the less touch each negative review will have on your reputation.
Increasing eBay feedback is like shooting fish in a barrel if you lot use automated feedback software to target happy customers. This manner you can send feedback requests to those who've received orders on-time and haven't raised whatsoever support tickets.
When sending your requests with eDesk Feedback you tin can fully personalize your messages. This is a corking way to add your brand voice and charm your customers into leaving a review. Check out these amazing customer feedback templates.
4. Address issues that lead to negative feedback
All eBay sellers dread negative feedback, only this data tin assistance y'all improve your business organization and allow you to build better customer experiences, brand loyalty and sales for the hereafter.
Fix the problems people complain near and ensure you optimize your eBay listings so that shipping times and products are accurately described. Even when something does get wrong, customers are less inclined to exit a bad review if you lot communicate clearly with them.
5. Provide keen customer service
When buyers have a problem with a buy, eBay encourages them to contact the seller before leaving negative feedback.
If yous respond quickly and helpfully to incoming complaints, yous're more likely to avoid negative feedback.
Ensure yous're able to terminate customer complaints earlier they happen past using an eCommerce aid desk software.
With eDesk, every piece of information your customer support agents need to resolve a query is centralized to a unmarried location. When you combine this with features like an SLA timer and AI-generated one-click responses, you'll see your customer support metrics better and your negative feedback reduce.
6. Use packaging to surprise and delight
The surprise and delight technique is a fantastic style to build positive reviews and customer loyalty. This tin exist done to neat effect by online sellers who apply their eCommerce packaging inventively.
Attempt leaving a freebie in with your package, maybe something pocket-sized similar some stickers. Or even merely a prissy-looking box that can be re-used.
Besides as contributing towards positive reviews, a surprise in your packaging could salve y'all from negative feedback when something goes wrong.
Source: https://www.edesk.com/blog/remove-negative-feedback-on-ebay/
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