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Ask an Expert: How to get negative feedback removed on eBay


By Tuesday August 15

Not all eBay transactions go smoothly. Sometimes, even when you follow best practices as a seller, an issue may arise that prompts a buyer to leave negative Feedback.

Buyers have different expectations about items, shipping times and costs, and even how sellers communicate with them. A small slip can quickly equate to negative Feedback that may be permanent if you don’t do something about it.

Receiving negative Feedback on eBay may feel like the end of a transaction for many sellers, but it’s not. Your total Feedback affects your reputation on the platform, and that is why it’s important for you to know there’s hope yet, even with all those negative marks.

In general, once a dissatisfied buyer leaves negative Feedback, the negative score remains. In most cases, the only thing you can do is respond to the Feedback to explain your side of the story.

However, in some cases, the buyer could have simply mistaken your listing for another seller’s. There are also other situations when you can ask eBay to remove negative Feedback because of a Feedback violation.

Here we tackle the ins and outs of eBay Feedback and the methods you can employ to change or remove the negative ones.

What is eBay’s Feedback system and how does it work?

Each seller on eBay has a Feedback percentage shown in the seller information section of their listings. This percentage is calculated using the Feedback the seller has received over the last 12 months.

The reason why only the past year counts in these Feedback percentages is to give sellers an incentive to improve their performance as the months and years go by. After all, would you want to be rated based on a blunder you made five years ago when you’ve since greatly improved your selling practices?

Another reason for sellers to keep their Feedback high is that when their ratings aren’t good enough, they will be penalized in the platform’s search ranking system. That means the lower your seller rating is, the lower your chances of making it to the top of eBay’s search results.

eBay’s Feedback system lets sellers post replies and follow-ups to Feedback left by buyers. This two-way Feedback system allows both parties to provide an explanation to the public when a transaction they’re involved in doesn’t go smoothly.

Take note that while sellers can make their eBay Feedback profile private, if you do so, you won’t be allowed to sell anymore.

Can you remove negative Feedback on eBay?

The short answer is “It depends.” There are two different situations in which negative Feedback is left.

The first is when the buyer posts negative Feedback by mistake. The Feedback given is either negative or neutral, but the Feedback comment is positive and the buyer even shares how happy he or she is with the transaction, with something like “Will definitely buy from this seller again!” Or the buyer may have mistaken you for another seller with whom a transaction went bad.

The second situation is when the buyer leaves the negative Feedback on purpose. This will be a bit harder to remove, but it’s often worth trying. Here are the two ways in which you can have negative Feedback changed or removed.

1. Change eBay Feedback through buyer revision

Before doing anything drastic, attempt to resolve Feedback problems by communicating with the buyer. This is the most common way to change negative or neutral Feedback.

Keep in mind that buyers can only revise Feedback they’ve left within 30 days of the transaction. Additionally, sellers can only request a Feedback revision once they have fixed the problem, or if they are certain a buyer left the negative Feedback by mistake.

When a buyer posts negative Feedback accidentally, you can ask them to change it using the Request Feedback Revision page. If there is no response from the buyer, you can go to the Report Feedback page and explain the situation directly to eBay so they can handle the negative Feedback removal.

If the buyer left negative Feedback intentionally, then when you contact the buyer, be polite and apologize for any inconveniences experienced as a result of the transaction. Ask them what you can do to amend the situation. Most of the time, a refund or replacement will do the trick. If the buyer agrees and you are able to address the issue, ask if they would be willing to revise the Feedback.

Because you can only make the request once, you must do it wisely. Plus, sellers may only make five Feedback revision requests for every 1,000 Feedback posts received in a span of 12 months.

This method places you at the mercy of the buyer, but if your request is sound, who knows? The buyer may acquiesce and you will have made what could have been a bad customer relationship into a good one.

2. Change eBay Feedback through eBay intervention

Not all Feedback buyers leave on your profile is considered valid. When it isn’t, it may be removed. There are situations that call for intervention from eBay, such as when there is no response from the buyer, you can’t agree on a solution to address the problem or the Feedback reveals personal information.

In these instances, you should report the Feedback to eBay and leave them to judge and remove it. Sellers must make a request for a manual review within 90 days of the transaction.

It’s important not to let negative Feedback go without comment on your part, because this means you agree with what’s been posted. It’s best to leave an apologetic note if you made a genuine mistake and an explanatory one if you think there was a buyer error.

Feedback reported to eBay will be removed in the following instances:

  • You couldn’t contact the buyer because the email address provided was wrong.
  • The buyer left negative Feedback but the item is still unpaid.

There are three situations in which eBay automatically removes Feedback:

  1. When the Feedback was the direct result of a program error, website issue or systemic delay in communication or shipping.
  2. When the buyer has been suspended by eBay, in which case Feedback left within 90 days of the suspension will be automatically removed. (Manual removal via the Feedback Revision Process page is necessary past 90 days.)
  3. When a comment is in clear violation of eBay policy, such as when it contains links to another website or seller or uses obscene, racist or profane/vulgar language. However, in these instances, the Feedback rating will not necessarily be removed.

How do you change your Feedback on eBay?

If you and the buyer have agreed to change the Feedback you received, here’s a step-by-step guide to changing neutral and negative Feedback.

  1. Click on My eBay at the top right corner and click on the Account tab. In the “My Account” column on the left, click on “Feedback.”
  2. Click on the "Request Feedback Revision" link under “Recent Feedback.” Alternately, you can click on the “Go to Feedback Forum” link and click “Request Feedback revision” on the right side of the page, under “Feedback tools.”
  3. Click the Feedback you want to request a revision of.
  4. Under the line “Give the buyer a reason for the request," state the reason why you’d like to have the Feedback revised.
  5. Once done, click the “Send” button.
  6. The buyer will receive an email with your request.
  7. Let the buyer know he or she only has 10 days in which to respond and provide revised Feedback. If they do not change their Feedback within that time, it will become permanent.
  8. Don’t forget to thank the buyer for agreeing to your request!

How do you respond to negative Feedback on eBay?

In all cases—whether negative Feedback was left by accident or on purpose—respond to it in a calm, professional manner. Even if the buyer didn’t give you the chance to resolve the issue and rectify the situation, keep a level head and respond with class. Do not retaliate with a negative comment of your own.

If you have tried contacting the buyer but can’t reach an agreement to resolve the issue, you can still provide an explanation for others to see. Follow these steps to respond to negative Feedback:

  1. Click on My eBay at the top right corner and click on the Account tab. In the “My Account” column on the left, click on “Feedback.”
  2. Click on the “Go to Feedback Forum” link and click “Reply to Feedback received” on the right side of the page, under “Feedback tools.”
  3. Find the comment to which you would like to leave a response, then click "Reply."
  4. Write your response. Make sure to provide a clear and factual explanation of the situation and why you are disputing or disagreeing with the negative Feedback.
  5. Click "Leave Reply."

Monitor the Feedback thread until the buyer responds. Depending on how things go, the buyer may agree to change the Feedback. If they do not and the Feedback remains in your profile, take comfort in the fact that the Feedback comment thread can show future buyers that you did your part as a responsible seller, and that the buyer left the negative Feedback unfairly.

Remember to avoid responding to a negative Feedback comment when you’re upset. Wait a day or two, and strive to keep the tone of your comment professional—that way, others who see it won’t think of you as a total monster (and the buyer will probably come across as whiny or simply unfair).

How do you dispute negative Feedback on eBay?

If the buyer refuses to change the unfair Feedback, you can contact eBay customer service and ask them to intervene. Take note that eBay will only remove Feedback “in certain exceptional cases,” such as violations of the profanity policy.

It’s best to contact eBay directly to request a manual review and/or open a case in the eBay Resolution Center. Customer Service will review the information you provide and get back to you within 48 hours.

You can also call eBay’s toll-free customer support number: 866-540-3229.

Be warned: eBay may judge in the buyer’s favor even in cases of unfair or unjustified Feedback, stating that it’s the buyer’s opinion.

Can you hide Feedback items on eBay?

Earlier, we mentioned that you can make your Feedback Profile private, but doing so will prevent you from selling on the platform. If you still want to hide Feedback items (and be prevented from selling), follow these steps:

  1. Click on My eBay at the top right corner and click on the Account tab. In the “My Account” column on the left, click on “Feedback.”
  2. Click on the “Go to Feedback Forum” link.
  3. Click “Make Feedback public or private” on the right side of the page, under “Feedback tools.”
  4. Select the option “Make your Feedback Profile private.”

Other ways to improve your eBay Feedback

Aside from changing Feedback you’ve already received, here are a few other ways you can improve your Feedback score:

Aim for trouble-free transactions

Focus on items that will make easy sales and help you score positive Feedback. Avoid selling merchandise that could have shipping issues, at least until your Feedback is out of the red.

Communicate and be proactive

In your item descriptions, let potential buyers know that you do your best to make sure every transaction goes smoothly. After each purchase, communicate with the buyer immediately to request positive Feedback and that they let you know if there are any problems.

Fix the problem and improve your business

If all the negative Feedback you’re getting is actually your fault, then step up and do what you must to put things right.

Summary

Getting negative Feedback removed from your eBay profile can be a frustrating process, but be patient. It may all work out in the end. And even if it doesn’t, think of it as a learning experience. It will help you come up with a strategy to improve your performance, earn positive Feedback and make negatives a thing of the past.

 

Comments (23)


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Bill Gray on 22:28 6 Feb
Buyer paid for an item on Feb 2 2009... My policy is the item ships by the end of second business day. Most of the time I ship next day after I receive payment, but that day was snowstorm and I slept at a hotel close to my work (supervisors have to make it in)... On second business day in early AM I received negative feedback, because buyer did not receive item yet, while waiting with the buyers packed item for my postman to pick up... seeing this as problem buyer i quickly refunded buyers money and filed a complaint with e-bay to have negative feedback removed... In less then 3 hours e-bay replied with a big NO ... How can Sellers sell on ebay and have a will ship by end of second business day, if a buyer can leave a negative feedback when my policy was not breeched and ebay does not back up its sellers with awesome feedback scores and a troublesome buyer who has nothing better to do but ruin the reputation of sellers. wgray7191 is my ebay account but hurry because if this is not resolved I am removing my ebay account.
Mark Hamilton on 13:49 25 Dec
Sold item on ebay, sent item, item was delivered as per USPS tracking #, buyer said they never received item and left negative feedback without any communication!!!
Linda Farrell on 22:52 1 Mar
Get this....I set up a buy-it-now for a specific ebayer....and noted in title....that this auction is for XXX only.....and also noted it in the description.,...also noted do not bid if you are not XXXX ebayer....well another ebayer bid on the buy-it-now anyway....and when I ask them very nicely to cancel the transaction...they got all huffy, and left me negative feedback....even though I had specifically set-up the auction for ebayer XXXX...they thought they should have it anyway....and of course ebay will not remove the negative feedback.....I have been with ebay for 10 years, and had 100% feedback until this illiterate person came along...I say this because obviously they could not read and bid anyway....I am just sick over this...this effects my business tremendously ...I sell hand made things, and get a lot of my customers, because they like my 100 per cent feedback....This is so unfair...I was laid off from my job and have never been able to find employment...so I tried to make ends meet through ebay....You would think they (ebay) would make exceptions...but oh no....One of these days they will not be on top....and will fall like the rest of the companies that didn't listen to their customers (I am a customer also...I can't imagine how much I have paid out to Ebay in all these years for fees).....that is how I got my 100 percent feedback (2611), my customers love me, they know I will go that extra mile for them, and if there are any problems with anything they know that I will take care of it for them...I tell them that up front...to think I got this negative over something so stupid is just killing me...Thanks for listening
Melody Gorno on 18:10 10 May
I had a similar situation where I had set up a Buy It Now for someone and someone else purchased the item before the intended buyer could get it. Now I put the price of the item at about double the original price and have the "Let Buyers Make and Offer" option selected. I then send the buyer an email and tell them to make me an offer for the agreed price and I will accept the offer. This has eliminated the issue.
Narender Rathore on 15:14 6 Aug
Unfortunately , we all have buyer that don't use there brain, just put Negative Feedback. Guys, We Need to do ,, Tit For Tat...
Wholesale on 11:28 19 Oct
and what if you experience a buyer who is kind of retard and don't want to listen to you even if you have a valid explanation? I think if customer gives the negative feedback than ebay should review it and than give it to the seller it is valid the point every review should be approved by ebay after verifying it.
scb on 23:15 18 Feb
eBay collects $800 a month in fees from me yet does not help on the rare occasion that a buyer is simply unreasonable with negative feedback. Accidentally double listed an item. Sent an immediate apology and full refund...still negative feedback. Another buyer had left 25% negatives on all his transactions and still is allowed to operate on ebay. I pray for the day that another eBay type service comes up with deep enough pockets to market themselves. Then all of us unhappy sellers can leave this place that only cares about our 13% fees and nothing else.
Rinz on 10:17 29 May
Some bad competitors can easily destroy your reputation by simply leaving negative feedback. Ebay should have realized that their feedback rules are so unfair and have cause many sellers' frustration and unhealthy competition. If I were eBay's owner, I would have made better and fair feedback rules.
frustrated_seller on 8:43 27 Jun
Ebay doesn't care much for sellers, even though they make money from sellers not from buyers. Its such a pity, dishonest buyers can easily take advantage. All the effort seller puts in for years to build up a reputation can be easily tarnished by a dishonest buyer or competitor who envy your good work. Ebay should give a chance to Seller to prove their credibility and remove negative feedback from buyers whose sole purpose was to either take advantage of Ebay's (Buyer's only favorable ) policy to get refund back with dishonest feedback or competitors who use new ebay ids to tarnish seller's image by giving negative scoring. Ebay clearly has overlooked this in their policy matters.
Joe on 3:14 16 Aug
I sold an IPOD that worked perfect to some idiot, he used it and I guess thought it was an everlasting battery. He used it til it was totally dead then tried to say it didn't work. Sent me back the IPOD. I told him it was working fine but still gave him a refund......... he then left me negative feedback. I get neg fb for his ignorance....... Thanks for nothing EBAY!!!!
Feedslack on 20:40 22 Aug
I have just had a buyer leave untrue negative feedback because they could not understand written English. I clearly said in the item description that the watch required repair yet they are allowed to leave negative feedback saying the watch is fake and I am a fraud because the watch did not work! eBay, hope you read this and listen to the people (sellers) made you rich!
seller on 1:32 28 Oct
I have a huge store on ebay. I get hundreds of positives each month and also negatives. I can usually have the buyers revise the negative after I work things out with them. But eBay just put a cap on the amount of feedback revisions a seller can have. If you do not have a large store you can only revise a few before you are blocked for a year. If you have a very large store you can revise up to 10 before you are blocked. That stinks because buyers leave negatives before contacting the sellers and they find after communication they overreacted. I'm still over 99% positive but it's dropping now that I can no longer revise feedback for a year. Crazy stuff, you'd think eBay would make it better for the people that pays their bills. We are migrating to eBid.com and Amazon because eBay also said I will have to drop my store down to a basic if I can't get my ratings up... I'm still 99$ and they want to charge me 4 times more for listing product because of a 1% drop that they made happen by limiting me.
Little Seller on 3:45 6 Dec
I was just left a negative feedback from a buyer who claims the item I sold to her is not authentic. I have proof of purchase and everything, but there is no way I can show this and have my negative feedback removed. That is bull! I have never recieved a negative feedback, ever! I ship items quickly and with excellent packaging. Describe items for sale to a T. It just makes you feel like all that hard work to maintain a 100% feedback score is washed down the drain! But sellers please remember this - buyers look at the majority feedback. The majority of feedbacks are usually positive and that's what eBay buyers notice.
anonymous on 21:08 22 Sep
A buyer offered to buy four items at once on condition that I would end the auctions immediately. I accepted to that, because only one of these items was in high demand. Then he claimed that three of the items (guess which ones...) were "not as described." I let him return the three items he claimed didn't match the description and he left negative feedback for all four items. I know it's a very popular scam on eBay now. And eBay is doing absolutely NOTHING to stop it.

Sellers beware.
JJohns on 19:28 29 Jul
removeeBayfeedback.com can remove most negatives, we've had dozens removed through them. no idea how they do it.
John B. on 7:55 11 Oct
Doesn't matter. As a seller, you can do EVERYTHING "right" according to eBay, but all it takes is ONE buyer who spilled his coffee on himself and wants to take it out on YOU. "The item wasn't as red as I thought it was" would be considered a VALID negative feedback according to eBay. You can't prepare yourself for STOOPID, no matter WHAT precautions you take!!!!!
Boggie on 14:30 28 Nov
I had a clear out, sold about 20 items. all got there stuff accept one. Royal Mail fault, NO! my fault buyer lied about communication and refund. Yep neg feedback. i have tried about six times to retract and buyer will not. If ebay dropped the stupid block on letting sellers give neg feedback there would be less trigger happy neg feedback buyers!
Andreea on 13:42 2 Jan
eBay is the ONLY online store that defavorizes sellers!! IF you dispute a negative feedback that is CLEARLY not in line with your selling conditions, ebay sends you copy/paste templates and they wash their hands off it....

I sold an item which had BOTH subtitle and description of what it does. Buyer expected the item to be giftwrapped and do something else that was NOT in the item's description. Left negative feedback. After 48h of almost continuous argument and chat with ebay "customer support" they said can't remove the feedback's rating because it is buyer's opinion......but is 100% FALSE and DEFAMATORY opinion!! Furthermore, the buyer blackmailed me if I don't give her refund she will leave negative feedback. Ebay at THAT time said "don't worry, we will remove any feedback she may leave if she blackmailed you".....DID THEY?? no chance!!

I have now forwarded the Court paperwork to TAKE them to court. Will be so happy to see a Judge asking them to :
1) remove the rating
2) pay for my expensive lawyer!!

with eBay Customer "support" you MUST hit them hard otherwise THEY WILL !!

Best of luck guys with your sales:-)

Kenneth on 0:29 2 Jun
Ebay is fast becoming a place that generates very little income for me. I have used ebay's service for 16 years....In the beginning my profits were $1000.00 to $2000.00 per month. Now...profits have dropped to $75.00 to $200.00 on good month. It's due to the recession and ebays anti-seller policies.
Brian S on 15:48 20 Sep
Buyer said item was falling a part on the inside, and left negative feedback, asking me for a replacement. I had hoped they could have sent me a message BEFORE leaving negative feedback. I quickly sent them a replacement, and they received it in good condition, resolving the situation. I asked them if they would consider removing the feedback. They said they left good feedback and ignored my feedback revision request. So, now someone has finally broken my 15+ year positive feedback record.
Ron on 9:29 3 Dec
Apparently eBay has a new pilot program they are testing with certain sellers. This gives the seller the power to remove all negative feedbacks for any reason This may seem crazy but it’s true.
on 3:30 22 Feb
Unfortunately, I stopped the Auction-style sales because of my sales list attacked with a person more than 20 times ( 20 different Fake Account ) between 3 weeks, scammer&spammer purchasing and before payment leave negative feedback to my page.
No way Ebay and I could not stop these attacks. Maybe you know, Ebay has million fake accounts with a fake address and fake phone numbers, it is very easy to create. Ebay has not any security filter to stop fake accounts. Fake Account holder ( spammer, scammers ) can purchase the item and before the payment, they can leave negative scam&spamm feedback to your page. You can not move it 48 hours ( Ebay Policy ).
Buyer requirements list is not enough powerful for stopping the Fake accounts.
These happen to make my time waste and I am very busy with my real job.
It is the reason now all my sales on the " buy it now " style.
I really wonder now, the spammer&scammer person how will success the attack and mess " buy it now" style sale lists! I am sure there are some ways on EBAY for spammers, scammers.
Jon Whitehead on 16:55 13 Aug 2017
Bought a battery mower from this seller *******, which worked for a couple of minutes then stopped. Went to resolution centre after he would not respond to emails.
He went crying to eBay beat me to it in the resolution centre told a load of untruths and eBay granted the claim in his favour, so I am now £60.00p light with a mower that is caput.

Left negative feedback as a last resort but low and behold, this slime ball had again gone crying to eBay and it has been removed. What is the point when sellers like these can bend the rules around genuine buyers?
These arrogant and pompous sellers need kicking off of eBay. After all, who do they think they are 'GOD' Mothers like these need teaching a lesson. Angry- yes I am. eBays money back guarantee is not worth a sheet of toilet paper!!
Jbell on 1:31 19 Sep 2017
Bought some jewellery from a seller who has 400+ positive feedback comments, 100% positive feedback.

I took them to a jeweller and found them to be fake. The seller agreed to return and refunded the money. I left negative feedback to protect future buyers. The seller was so offended and I have been dealing with it since. They seem to think that they took the return back so I should be happy.... and they can continue to deceive people.

 

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