How to Respond to Negative Feedback on eBay

The most challenging issue that you will face as a seller on eBay is handling the adverse emotions stirred up by the occasional customer who gives you negative feedback, whether it is in an email or through eBay's feedback venue. Assuming you are conscientious and good at your job, only now and then will you face this, but when it happens it is like a slap in the face, and then it is easy to fall prey to resentment.

How to Respond to Negative Feedback on eBay


1 - Wait before you answer the complaining email or feedback. We are assuming you do a good job, so getting a negative comment will hurt and, being human, you might feel compelled to hit back. It is better to take the high moral ground. Be the patient one. Wait long enough to let your emotions settle down and you will avoid escalating the conflict.

2 - Put yourself in your customer's place. Think about the times you have been the customer and the suspicions or unfavorable experiences that you have had. The caustic tone of many buyers is created by bad experiences they have had in the past, by items damaged because they were poorly packaged, by sellers who delayed shipment for weeks, or by poorly described merchandise.

The buyer really wants the item and worries about it, so reminding yourself of this will tone down your agitated emotions resulting from the buyer's thoughtless message.


3 - Write a response that is unrelentingly understanding and kind. One way to achieve this is to think of the most compassionate person you know or have heard of and imagine you are that person when you answer the email or letter. Your task is to smooth the customer's ruffled feathers.


4 -  Write frequently, once you do write. Your goal now is to keep the customer well informed, so when the product is wrapped, let the customer know, and when it hits the mail, tell the customer when it got to the post office. Many customers don't need this hand holding, but someone who complains early in the process definitely does, and your informative messages will prevent further anxieties.

5 - Inquire whether or not the item arrived. This shows that you are concerned, and assuming that everything went well, it reminds the customer of the good job that you did and might prompt positive feedback. Complaining customers often are just having a bad day, and once the order arrives safely, they feel a little guilty about their earlier snippy messages.

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