How To Deal with Negative Feedback
It CAN happen to you! Here is how you can deal with it!
When you receive negative feedback it is never a pleasant experience. eBay does provide some options if you feel you have received the feedback unfairly. If the feedback contains personal information, vulgar language, or any of the other criteria listed in the link below the feedback can be removed.
In most cases this won’t happen. A common practice is “Retaliatory feedback”. This is where one person leaves negative feedback for justified reasons and the recipient retaliates by leaving negative feedback without justification. This is not a reason to have the feedback removed. Ideally having open channels of communication will alleviate this problem but if, for some reason, negative feedback is left you have 3 options.
1). Leave a response comment.
Most eBayer’s understand that negative feedbacks here and there are a part of doing business on eBay. To strengthen your position in this matter you can add a response if someone leaves you negative feedback. The response should be professional and discuss in general terms the steps you took to make the bidder happy. DO NOT make this response a personal vendetta on the bidder.
2). Apply for Mutual Feedback withdrawl.
Members may initiate a request to mutually withdraw feedback within 30 days of either person leaving feedback or within 90 days of the transaction end date, whichever is later. eBay will give you an option (200 characters) to ask the other ebayer if they would like the feedback withdrawn. For this to work, both parties will need to agree to have the feedback removed. It is strongly recommended if you use this approach that you contact the other party prior to filling out the form to find an amicable solution. That way when you send the form you know they will accept the offer and it will facilitate the process. Remember there is a timeline for this to happen. (90 days).
3). Square Trade
This is a 3rd party service that will mediate a solution when disputes arise not only with negative feedback but also for other cases. There IS a fee associated with using this service. To open a case is free. Once a mediator is assigned to the case (a mediator will always be assigned for a feedback case) the cost is $20 to the party that initiated the proceedings. If the opposing party does not respond the feedback can be removed and the fee would not be charged. Details of this can be found at the link above.