Today’s post is a guest post by Eamonn Costello from XSellco Unity
eBay’s upcoming new seller performance dashboard has the potential to adversely impact your seller reputation. It implements new eBay seller standards on August 20th, so now is a good time to check your performance and understand the metrics involved before this deadline.
Review all your defects and check all your neutral and negative feedbacks to see if any feedbacks can be removed.
Handling negative feedback is pretty consistent across eBay and amazon:
Work with the buyer to resolve the issue. If you resolve the issue satisfactorily you are entitled to request them to remove the negative feedback. Note you are not allowed to coerce or bully the buyer to remove the feedback
You are allowed to publicly reply to the feedback. Only do this after step 1. Where you have made a mistake, apologise and state what steps you have taken (or will take) to resolve the situation. Be polite and to the point.
Where the feedback violates criteria set by ebay or amazon you can raise a case for the feedback to be removed (NOTE it will not be removed automatically – you need to raise a case to ebay or amazon)
XSellco Unity is a complete reputation management system for ebay and amazon sellers. It manages all your customer contact, feedback management in a single dashboard across ebay and amazon. By integrating full details of emails, orders, shipment dates, feedbacks and dispute cases, XSellco Unity will reduce the time it takes you to respond to customer queries by 50%! See http://www.xsellco.com/crm for further details.