EBAY needs to Implement a Structured Feedback Resolution Process

[katertot1372]

Hopefully, Ebay is listening. As sellers we understand that customers are not always going to be satisfied. If a customer is unhappy it would be nice if we could get them to contact us before leaving negative or neutral feedback. Getting some communication going first would help both the buyer and seller experience. I've received a couple neutral feedbacks without any information wondering what I did wrong. If I know the problem then I will take responsibility and fix it. I enjoy selling on eBay and have no problem working with customers.

Somethings should automatically disqualify neutral or negative feedback.

1.   If the seller provides a refund within 24 hours and doesn't require a return. I utilize this quite a bit to show good faith to my customers to let them know that I don't expect them to go through the hassle of returning an item if I make a mistake or if the items weren't described how it should be. This should eliminate any negative or neutral feedback.

2. If the seller and buyer can come to a resolution within 24 hours without a full refund then it should eliminate negative feedback.

Buyer can decide if positive feedback is left. Not sure how other sellers feel about this but each mistake is an opportunity to get better.

[fern*wood]

I personally don't think we need more rules for feedback.  Most buyers don't want to mess with it anyway and now that automatic feedbacks are coming in strong, I see no need.  

I've gotten bad feedback after quickly resolving an issue, but that doesn't do anything for the time waste the buyer experienced, so allowing feedback that isn't positive makes sense to me, but most don't bother. 

[tobaccocardyahoo]

The Feedback System cannot be fixed.  It is subjective and were Ebay to control the content any more than it does, it would run the risk of losing its immunity from responsibility for the content of FB. Particularly for what they did not remove.

Its recent automatic FB change should reduce the impact of neutrals and negatives for all but the lowest volume sellers. Fewer and fewer buyers will invest the time in reading FB if the FB percentage is driven up.

[stainlessenginecovers]

If I buy something and 1 week later I receive it, then have to bother with opening a return case on ebay, waiting for a refund or response, which means I loaned out my cash for over a week, even if you refund me right away, does not make it a positive experience. 

In fact, it was still a negative experience because:

a.) I was lied to (condition)

b.) I gave out a 'free loan' of my money for upwards of 2 weeks.

[bonanza125]

"If I know the problem then I will take responsibility and fix it. I enjoy selling on eBay and have no problem working with customers."

If you are so concerned about feedback which many sellers are then I would highly recommend you to change your return policy to 30 days w/seller pays for shipping. If for any reason a buyer gives a neutral or negative feedback without trying to resolve the issue you can appeal it to Ebay agents and there is a possibility not guaranteed to have that feedback removed cause your policy states the buyer has an option to return. You stated you will fix it but your return policy states "no returns." Buyers can still escalate a return for items not described so in your case just change your return policy. 

[meme6253]

To be honest I have mixed feelings on this issue I can agree with you But I can also agree with stainlessenginecovers,But I highly agree that customers should contact the seller before leaving any feedback if they feel there is a problem, So the seller has the opportunity to make things right if they can.

[hartungcards]

You lost me at, "Hopefully, Ebay is listening."

[mam98031]

@katertot1372 

I'm not sure what a "Structured Feedback Resolution Process" is?

With that said, Ebay isn't going to make the changes you suggest for a couple of reasons.

They just made two BIG changes to feedback.  The one in September is that Ebay is leaving auto feedback for sellers when the item is received by the buyer.  Now if the buyer comes in within the 60 days allotted for leaving feedback, the buyer can still do that and the auto feedback will be removed.

Now even a bigger changed happened this month and this change is why Ebay can't do what you suggest in your number 1 or 2 points.

Now if a seller asks Ebay to remove a negative or neutral feedback, Ebay will remove the feedback if the entire thing they stated was against policy.  But if it was not, Ebay will notify the buyer and ask them to revise what they have said so that it is within policy.  If the buyer doesn't respond to that request, Ebay will go ahead and remove the feedback.

So this will mean that less negative and neutral feedbacks are likely to get removed but sellers are going to have much higher feedback number in order to offset this.

This is why this is happening.  While it isn't in effect yet, it is coming and Ebay is being proactive.

https://www.ftc.gov/news-events/news/press-releases/2024/08/federal-trade-commission-announces-final...