Ask an Expert: How to get negative feedback removed
This week, our in-house expert gives the low down on getting negative feedback removed from your eBay seller account.
Q: How do you get negative feedback removed?
A: Unfortunately, eBay sellers have very few alternatives when trying to get a negative feedback removed. Generally, once you’re tagged by a dissatisfied buyer, the negative score stays. In most cases, the only thing you can do is post a response to the negative, explaining your side of the story.
There are two methods of getting the negative actually changed, but be warned – they are not for the faint-hearted!
The most common way to get a negative altered is through communication with the buyer. They are able to revise feedback within 30 days, but you can only request that they do so once you’ve fixed the problem – or if you think they left a negative by mistake.
Make sure you use your revision request wisely, because you are only allowed a limited number per year. Sellers are only allowed 5 feedback revision requests per 1,000 total feedbacks.
The problem though is that the power to remove negative feedback rests squarely on the buyer’s hands, and places the seller completely at the buyer’s mercy. It doesn’t take a rocket scientist to figure out that such unfairness in the marketplace is a surefire recipe for disaster.
In certain situations, such as when abusive language is used, or by court order (!), eBay will intervene and remove negative feedback. However, these instances are all extreme, and sellers must leave it up to eBay to judge the outcome.
This new policy, in effect since October 2008, has much of the eBay seller community up in arms once again. Former eBay powerseller Kaydeecouture (kaydeecouture.com) has announced her decision to remove 75% of her inventory from eBay, citing that eBay has refused to remove underserved negative feedback by a malicious bidder because “they didn’t like my tone.”
Other sellers share similar stories, reporting how some buyers and bidders have abused this leverage to their favor, even to the extent of outright extortion. Sellers complain that many cases involve factors beyond their direct control, yet buyers are quick to tag them with negative scores.
All in all, you’re much better to invest time on strategies that will help you avoid negatives altogether, rather than going through the frustrating process of trying to get them removed.
Got any tales of woe about trying to get negative feedback removed? Share them below…
