Tip #14 - Refund their shipping or give some other freebie
If you anticipate any problems with the buyer, or sense that they're frustrated or unhappy, preempt their negative feedback by giving them free shipping. People love free shipping. It goes a long way towards pacifying angry buyers. It's especially handy for backordered shipments.
You could also give them some shwag, free samples, or a coupon for their next purchase.
Tip #15 - Fix the problem, and get the buyer to change their feedback
You're limited to 5 requests per 1,000 feedback received.
When you submit a request for feedback revision, you will be presented with the following reasons to give the buyer plus a message box to provide a short explanation or note to the buyer.
- I resolved a problem the buyer had with this transaction
- The buyer confirmed that he or she had accidentally left the wrong Feedback
This new system is an update to the old "mutual feedback removal" feature that let sellers blackmail buyers into only leaving positive feedback, and inflated everyone's feedback ratings so much it rendered it meaningless.
Tip #16 - Respond to the negative feedback
Always respond to negative feedback. Especially if you can't get the buyer to change their mind. But even if you think you can fix the problem and have the buyer change their feedback, it's a good idea to respond to the negative feedback quickly.
It lets you present your side of the story. You don't want to leave a negative feedback out there unresponded to. Shoppers will see it an assume the worst of you.
You can respond to negative feedback by going to My Ebay > Feedback > Feedback Forum > Reply to Feedback. Or click here to go directly to the "Reply to Feedback Received" form.
Be careful not to let it devolve into a public shouting match. That lowers your credibility a lot more than one negative feedback.
Tip #17 - Move on quickly
Don't dwell too long on individual negative feedback. Your business is moving product. Do what you can to make the buyer happy. Respond to the negative feedback on your feedback profile, and move on.
The positive feedback will drown out the lone negative feedback. Especially if you've fixed the problem and responded to the feedback.
Tip #18 - Use the block bidder/buyer list
If you've run across problem buyers (or sellers you've bought from and have left negative feedback), add them to your blocked bidder list.
This action prevents retaliatory bidding and future purchases that may be more trouble than they're worth.