In this guide, I’ll be showing how those in Australia who sell on eBay can get negative buyer feedback removed from their accounts.
As some of you know, I’ve also sold on eBay AFTER starting my Amazon journey. I found eBay easier in some parts (sourcing products) but harder in others (the daily Post Office run, for example) when compared to Amazon FBA.
One of the most frustrating things to deal with as an eCommerce seller is negative customer feedback. Luckily, on Amazon FBA I’m running at 4.9 stars (Some dude gave me 4 stars but said I was excellent? 🤔) and eBay I’ve maintained a
But some of my fellow eBay sellers haven’t, but they’ve been able to get bad customer reviews deleted from their account. Let’s find out how.
Start with the customer
It’s always best (and the most typical way) to reduce or remove negative feedback through buyer resolution. There is no need to contact eBay initially.
You’ve pretty well got 30 days to have feedback revised regarding the transaction, so try not to let this sit for too long.
There is a Request Feedback Revision page on eBay. I haven’t been able to link it, as it as the URL changes often, but drop this one into Google and you’ll see it come up. Take note that it’s the eBay Australia page and not the eBay USA page.
Straight up, you should apologize for any inconveniences, even if it’s not your fault. Let the buyer have some say in what you can do to fix the situation. Often a refund or product replacement is all it takes to take a frustrating customer to a raving fan.
You are at the mercy of the customer, but often times this direct communication and response does fix most issues.
Intervention from eBay Australia
In the past, eBay was known for its terrible seller support channels. After attending eBay Open in Vegas last year, it seems that this has very well changed. The new leadership team wants to look after the sellers nowadays.
Or, at least, it has become better over time. The times I’ve reached out to seller support (just twice) has been reasonably good, though is outsourced to the Philippines.
Luckily, unlike the 30 days that a customer has to manually change their feedback, sellers have 90 days to apply to eBay for revisions. But you will need to make a solid case as to why you think the feedback needs to be removed.
eBay generally removes feedback when:
- The feedback was clearly written regarding the wrong items. I.e. you’re selling first-aid equipment and the review mentions desk fans which you’ve never sold before.
- The buyer has been banned by eBay for violations. Some buyers actually buy lots of items then leave negative feedback in the hope of automatically getting refunds or extra items sent. Do too many of these and they’ll soon be caught by the system.
- eBay Australia has a system error causing negative seller feedback to appear on your
metrics ,when you know it for sure doesn’t match reality.
- The buyer is leaving a comment in obvious violation of eBay Australia’s own store policies. Yes, even buyers have to agree to policies too! Racist remarks, threats or similar words will see a buyer sent straight off eBay.
If you have a store membership, then it generally takes just a few minutes on the phone to speak to a real human.
How to get more positive feedback
One of the ways to counter negative feedback and lowered account trust is to gain more positive feedback when selling on eBay. It’s not exactly hard, and I find that 25% of my buyers leave positive feedback, whilst less than 1% of my Amazon customers do the same.
You can improve your feedback score quite easily:
- Ensure your products match the description and photos. If importing from China, ensure you have a 3rd party inspection service check for quality first. I love the team at V-Trust.
- Inbox your buyers as the item leaves your premises. I don’t do this personally, but I know a lot of big sellers do with a tracking number sent straight to the inbox. This reduces a lot of friction.
- Automatically leave buyer feedback. When you take out an eBay Australia premium store subscription, there is an option where you can leave
positivefeedback immediately for a buyer, within seconds of purchase. Even if the buyer is a terrible one, you can’t actually leave negative feedback for buyers, though you can for sellers.
- Fix problems proactively. I mean, it goes without saying really, but if you have a quality control problem with the stock you’re selling, then fix it immediately. Sent a refund (without exchange necessary) if you need to. I’ve done this many times actually.
Many customers will trust a store which has a predominant amount of positive feedback. But some won’t even look at your feedback score at all, only the fact that you’ve sold on eBay consistently and your product range offering. Many people just need the product that you’re selling.
Negative feedback removal in summary
I know it can be a frustrating process to have a negative comment removed from your eBay storefront. As Australians, we do look at reputation first and foremost. Being proactive in your approach, with apologies and offers for refunds or replacements is the first step you can take.
But remember, this is just one element of a successful eBay Australia store. Dealing with negative feedback is a learning experience. It will soon becomes a thing of the past, as your processes and procedures improve over time.