Displaying Feedback Replies

[seller_news_team]

Over the past few months, we’ve been working to improve the feedback experience for both sellers and buyers on eBay by improving relevancy and displaying images. These feedback enhancements give potential buyers better insights into your products, and can add credibility and drive sales by instilling additional confidence while shopping. We’ve now made an additional update based on what the seller community says is a top request for how we display feedback. 

Starting this week, sellers’ replies and buyers’ follow-ups to feedback will be shown on all places feedback is viewable. This update includes showing replies on desktop and mobile web pages, the view item page of eBay’s mobile apps, and the storefront feedback profile page. 

Buyers will be able to see your customer service interactions on all positive, negative, and neutral feedback. You can reply to buyer feedback on your feedback profile page via a desktop computer. 

Responding to buyer feedback is a great way to showcase your knowledge about your products, provide context for the feedback provided by buyers, and demonstrate your commitment to a great buyer experience. 

We encourage sellers to work towards a solution with buyers who had unsatisfactory experience and attempt to rectify the situation. Responding to buyer feedback with additional context about how you followed up can be a key part of this process. 

As always, thank you for selling on eBay.

The eBay Team

[vintagecraze50]

I agree that a follow up to the comment helps immensely. Always do that if the feedback is not accurate.

[toomuchstuffagain35]

With the caveat that the follow up is calm, factual & professional and not an anti buyer rant.

And also some negs or neutrals are best left alone as they cast a bad light on the buyer not the seller.

[movieman630]

Another way it could be handled is if the buyer who leaves a negative has that display on their stats.  Why should all buyers accounts be registered at 100%.  I've seen buyers who left 3 FB out of 100s of transactions...  2 of the 3 were negative.  Their "buyer FB" rating should be 33.3%

[ncmosaic]

It would be great if eBay would proactively educate new users (and all users for that matter) that feedback is for rating your service experience with a seller and not rating the product.  I have received both neutral  & negative feedback because the buyer tried a new product and didn't care for it which is totally out of my control when it is still functioning as intended.

Also I have gotten negative feedback multiple times without a buyer ever having contacted me.  It would be nice if eBay would at a minimum require a buyer to contact a seller one time about any issues before allowing them to leave negative feedback.

[new_spin_boutique]

If you really want to improve the feedback system - stick to the policies written by eBay and stop refusing to delete negative feedback which is clearly in violation. Use common sense and only hire people for discretionary positions with common sense. I don't care about getting into arguments with stupid buyers over the mistakes they made. 

[janet9988]

Buyers should be able to see ALL of a sellers feedback and not just the past 12 months.

[stacy_pme]

I received orders last friday.  Today they again sent me several messages encouraging me to return it stating that I didn't like it for a full refund, and that I can keep the item..... 

 

[itsjustasprain]

---

@stacy_pme wrote:

I received orders last friday.  Today they again sent me several messages encouraging me to return it stating that I didn't like it for a full refund, and that I can keep the item..... 

---

I think my only question to them at this point is - Why?

You would have nothing to lose by asking and we are all dying of curiosity anyway... 😉

[north-by-northeast-finds]

Wish we had a better understanding of how "relevance" is determined 

[toomuchstuffagain35]

I don't think the AI or whoever programmed it has the first clue what relevant actually means.

[itsjustasprain]

---

@north-by-northeast-finds wrote:

Wish we had a better understanding of how "relevance" is determined 

---

In a rare case of @seller_news_team actually answering a question - they had a stab at making an FAQ about it back in Message 69 of the announcement thread about 'Feedback enhancements':

https://community.ebay.com/t5/Selling/Feedback-enhancements-now-visible/m-p/34107989#M2309229 

I did not find those answers very enlightening. They tended towards technobabble rather than offering a clear explanation of how they thought they were making concrete improvements. @a_c_green had collected and summarized numerous other questions from group participants back in Message 61 of that same thread - most of which were ignored in their reply.

[toomuchstuffagain35]

Just SOP these days.

Most of the 'interaction' tends to be 'ignore it and they'll go away'.

[dhbookds]

Relative to the sort of feedback.............relevancy........probably need to ditch the  "over 90 days old" phrase, since the default sort now ignores the actual time feedback was left.......

@seller_news_team 

[itsjustasprain]

---

@dhbookds wrote:

Relative to the sort of feedback.............relevancy........probably need to ditch the  "over 90 days old" phrase, since the default sort now ignores the actual time feedback was left.......

---

I think that was one of the first errors that was pointed out to them when this new relevancy sort was first rolled out. Needless to say - it was ignored. I assume that revising code that deeply was not something that anyone wanted to attempt.

[movieman630]

You can, you just have to look through 600 pages of them.