What To Do When You Have A Feedback Disaster (eBay Special)

A company that I have started dealing with last week, want to increase there profile on eBay.  They have had a shop for a while but have primarily focused on their website and retail shops until now.  Noticing that they had to get involved in e-commerce they decided that eBay was the way to go, and have sought some guidance from some eBay experts to point them in the right direction.  This just happened to be me and a colleague of mine.

eBay LogoThe Problem

The day before we were to take control of the shop, disaster struck.  They had listed an item they only had 1 of, 7 times and as such sold 6 items they didn’t have and therefore couldn’t fulfill the orders.  The next morning the came into 3 negative feedbacks and some severely trashed DSR’s (Detailed Seller Ratings). This was bad news…they had now fallen below the Top Rated Seller (eTRS) criteria and if they hadn’t got the numbers back under control they were going to lose eTRS. (Side note: eTRS is very valuable to an eBay seller, there will be an article soon covering this as well as eBay’s Best Match Algorithm)  So they turned to us for help in trying to resolve these problems, below I will share with you some of the advice and actions we recommended to take when this happens.  For reasons obvious to many I cannot go giving away all of the tips and tricks for free, not only is it bad from a business point of view but many of my peers would become annoyed at me fairly quickly for giving away material they usually charge for, and rightly so.  However if upon reading this you realise that you have a situation similar to this then please get in touch in the message section at the bottom of the page.

The Solution

The first thing that we recommended is to contact the customers that have left the negative feedback.  Your first port of call should be to try and get them to revise their feedback.  eBay customers are famous for wanting a bargain, so try and offer them something for their trouble and hopefully you can persuade them to revise their feedback.  Yes this can be done and if you can persuade the eBay buyer that you are not the devil or a Nigerian scammer then hopefully you can get those negs removed.

Sometimes though the cardinal sin of you listing error is unforgivable and as such thou shalt not have your negs removed by the almighty eBay buyer.  If you are unfortunate enough for this to be the case then we have to go back to the drawing board and it all boils down to your numbers.  In layman’s terms you need to get your DSR’s up and your feedback percentage up.  Put simply you need to SELL MORE.  But…it’s not as simple as that 😉

You need to get more transactions with more positive feedbacks and high DSR’s by doing this the individual DSR’s carry less weight and mean that you can there fore try and increase your percentages this way.

Dave's Top Tip**Dave’s Top Tip**

The best practice I have found for getting your transactions up is selling low priced items, accessories and peripherals are ideal, they are low priced, impulse buy items.  More people are likely to buy a £3 iPod Cover rather than a £150 iPod.  Regardless of price a DSR for a £3 item and a £300 item carry exactly the same weight.  Transactions are KEY.

It Can Be Fixed

The message I am trying to get across here is, don’t be put off by one of these ‘eBay disasters’.  They happen to the best sellers on eBay and if I was to mention the seller involved above i’m sure many of you would be surprised.  Obviously the main aim is to keep incidents where Negs and low DSR’s are liable to a minimum but they happen to every seller at one point.  What sets a average eBay seller apart from an Excellent seller though is there ability to adapt to the situation and deal with it efficiently and quickly.

By doing this you can limit the damage on almost any eBay feedback disaster.

Dave

P.s The seller above is now currently back meeting the eTRS criteria (Fingers Crossed) they will keep it.

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