A little damage control will help save a bruised reputation.
The game isnât over when another eBay member leaves feedback for you; you have the opportunity to respond to any feedback comment in your profile. Although this feature is handy for thanking users for leaving you positive feedback, its real value is for damage control when someone leaves neutral or negative feedback for you.
Most peopleâs instinct is to use this tool as a means of retaliationâto âget backâ at the other user for leaving a nasty comment. But given the importance of feedback in the eBay community, your main goal should be to use it to lessen the impact of such comments on your own reputation.
For example, consider the following complaint lodged against you, a seller, by an unhappy bidder:
âItem arrived damaged; very expensive to repair. Lousy seller.â |
Obviously, this is the wrong response:
âStupid buyer! What a jerk for complaining! Now you get nothing.â |
Think of the message this sends to other people, prospective future customers, who might scrutinize your feedback profile. It doesnât address the problem, and since your response shows up only in your own feedback profile, it only serves to hurt you. Instead, consider this reply:
âPlease contact me with all problems, and Iâll do my best to make it right.â |
This sends a subtle message to the buyer, should he ever choose to return and view your feedback, but more importantly, it makes it appear to other bidders that you are the reasonable one, and this particular customer is nothing more than a crackpot. It also reassures potential customers that you will address problems, and wonât just leave your bidders twisting in the wind.
Tip
If you feel the bidder will be understanding and cooperative once you follow up with an email, you may wish to request to have the feedback removed, as described in [Hack #6]. Naturally, no bad feedback is the most desirable outcome.
The same approach applies if youâre a bidder, and a seller leaves the following feedback for you:
âDeadbeat! Buyer bid high and never paid. Avoid this guy!â |
The common response among inexperienced bidders is often to do nothing, either for fear that something bad will happen to them, or simply because of a lack of familiarity with the system. A response that explains why the aforementioned non-payment might have been reasonable is usually the best choice:
âSeller never responded to emails, so I gave up and purchased another one.â |
âSeller changed the terms of the sale, and I couldnât comply.â |
âI was in the hospital getting a finger transplant and couldnât click Pay Now.â |
But again, when a seller leaves negative feedback for you, the first course of action should be to contact the seller and try to resolve the problem. If everything is worked out, the seller might be willing to cooperate in having the feedback removed. See [Hack #27] for some reasonable approaches a bidder can use to get out of a deal, and usually remain unscathed by negative feedback.
To reply to feedback left about you, go to My eBay â Feedback â Review and Respond, and a special version of your feedback profile will appear.
Click Respond next to the appropriate comment. (Be careful that you choose the right one, because replies to feedback cannot be retracted.) The Respond To Feedback Left for You page will appear, as shown in Figure 1-3.
Type your reply and click Leave Response when youâre done. Note that you can post only one reply to any single feedback comment, so make it count!
Once you leave feedback for another eBay user, you can leave a single followup comment that appears beneath your original comment. There are several reasons you might want to do this:
As a responsible eBay user, you may wish to do damage control on another userâs feedback profile. For example, if youâve left negative feedback for someone and theyâve since rectified the problem, you can return and post a followup, reassuring other people that the issue was eventually addressed.
On the other hand, if you leave a positive comment for someone who immediately thereafter causes you trouble (thinking, of course, that itâs safe to do so), you can amend your comment with a negative followup.
Tip
Although your followup wonât have any effect on the userâs feedback rating, you can precede your followup with the word âComplaint:â so that anyone searching for negative comments, as described in [Hack #1], will see it.
If youâve left feedback for someone, and theyâve responded to it, as described earlier in this hack, you may wish to post a followup response. Note that a user doesnât need to have responded to your feedback before you can post a followup comment.
To post a followup comment, go to Site Map â âReview and follow up on feedback you have left about othersâ (or go to http://cgi2.ebay.com/aw-cgi/eBayISAPI.dll?ReviewFeedbackLeft).
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