Can a Buyer Leave Feedback Again After Previous Feedback Was Removed

On eBay, there's 1 affair that will increase your visibility more than than anything else—positive feedback. It's i of its core ranking factors.

That means the more positive feedback yous have, the better your placement in search results. It besides plays a key role in achieving PowerSeller condition, which requires maintaining a positive feedback score of at least 98 percent for 12 months or more.

In this guide we'll go through different ways to increase positive reviews on eBay, using the three-part framework we've determined to exist essential in any eBay feedback strategy.

Here's what we'll cover:

Part 1: Proactively increasing positive reviews
Part 2: How to remove negative feedback on eBay
Part 3: Using negative feedback to your advantage

Office 1

Proactively increasing positive reviews

The most of import part of whatever eBay feedback campaign involves taking a proactive approach to increasing reviews as part of an overall eBay marketing strategy.

#1. Provide feedback for your buyers

Similar to Airbnb, eBay feedback goes both ways: to assistance ensure a cracking feel for everyone, both buyer and seller are asked to exit public reviews for each other later on every transaction.

It'south a good idea to take the initiative and leave feedback before the heir-apparent does. If you leave feedback for someone who just purchased your product, you're opening a dialogue and paving the manner for them to render the favor.

Sellers are advised to go out feedback when the payment clears, as the only existent obligation that the heir-apparent has is to brand the transaction. The rest is upwards to you, so don't forget to thank your buyer and leave them some positive feedback.

#2. Answer to negative eBay feedback

The effect with responding to negative feedback on eBay is that it has the potential to brand matters worse.

Not only will your response to the comment brand it stand out more than, only the buyer is ever entitled to one final follow-up annotate, thus ensuring they always have the concluding word.

If y'all opt to ignore negative comments, however, it could lead potential buyers to assume that y'all don't care, which could severely harm your eBay business.

Here are iv means to brand sure you reply appropriately:

Have empathy
This may be just one customer to you, merely having paid for your product, it is currently an important upshot for them. Expressing empathy past highlighting that y'all understand how frustrating this must be is a great fashion to reestablish the human connexion.
Be cursory
Avoid long argument threads or lengthy responses, Keep your communication concise and request the buyer to go in touch if you feel it should be discussed farther.
Accept responsibility
Many customers may not realize that some problems are out of the seller'south control. Always explain why something happened and accept responsibility even for logistics or weather condition issues with a elementary "Unfortunately this was out of our control, merely nosotros volition effort to foreclose inconvenience caused by issues similar this in future."
Show professionalism
It's essential to respond to negative feedback politely and professionally. Don't get defensive, even if you feel that a buyer has been unreasonable or calumniating. Prevent negative emotional responses by keeping in mind that your comments are there for the globe to see.

#three. Provide a unique customer service experience

A customer has just purchased an detail from you, the payment has processed, you're all set to ship their production and make a turn a profit. Case airtight. Is that all there is to it? It shouldn't be.

If you're non getting in touch with your buyers equally soon every bit they make a buy, you're not doing much to retain business. A personalized bulletin, even a brusk one, to thank them for their buy and permit them know the condition of their guild can piece of work wonders for customer loyalty and satisfaction—and your ratings.

The final thing you want is for a customer to get in touch to enquire about their order. Consistent customer communication has proven very successful for online action sportswear brand, FreeStyleXtreme, which manages to generate over 800 five-star reviews beyond all sales channels every month! Here's a snapshot of their eBay ratings to testify just how effective their strategy is.

For a full breakdown of FreestyleXtreme's feedback strategy, you can read our 30-minute interview with the company's Customer Experience Director here.

Bottom line? Care for every client similar they are your but client and they'll proceed coming back for more than. That means reducing customer effort every bit much as possible and enhancing customer service by:

– Shipping on time
– Providing tracking numbers after purchase
– Responding to complaints politely and promptly

#iv. Open a dialogue

If you lot're happy with the quality of your goods and services, the best mode to get feedback is to enquire for it.

The nigh effective style to do this is with an indirect request that doesn't put pressure on your customers.

Allow them know how valuable it would be to know how you lot did so you lot can go on to amend your customer service. Timing and taking a personalized approach to the request can be the deviation between success and failure hither.

Here's an example of what a follow-up email could await like:

i. Personalize the bulletin and subject line with the buyer's proper noun, product and channel to create a relationship.

2. Enquire if everything with the order process, delivery and product is satisfactory.

3. Without straight asking for feedback, y'all can use linguistic communication that encourages a positive review.

4. Make it easy for the client to leave feedback by including a link.

5. Avert negative feedback by inviting the customer to resolve whatever bug straight with you lot.

#5. Leverage returning customers

One of the best ways to increase customer engagement when sending automated feedback requests is to make repeat customers feel special.

These customers accept bought from you earlier, and at present they're coming dorsum again—this is a prime number opportunity to increment buyer memory rates and snag some positive reviews!

Creating email campaigns for returning customers and personalizing every bit much as you can to bear witness that you're grateful for their loyalty encourages an emotional response, leaving customers more probable to exit you a positive review.

Larger eBay businesses could see significant ROI from using software to communicate with returning customers alone—particularly considering it costs seven times more to acquire a new client than to retain an existing ane.

Part two

How to remove negative feedback on eBay

Having some negative feedback is normal, just taking actionable steps to remove negative reviews where possible is always worth your time.

Here are some easy ways to make this a simple part of your strategy.

#one. Asking feedback revisions

Kickoff off, it's vital to note that yous can only submit 5 feedback revision requests for every 1,000 feedback comments y'all received in the previous 12 months.

You can likewise asking only one revision per transaction and only on feedback that's less than 30 days former. So, given the express number of requests at your disposal, it'southward of import to know if the customer volition cooperate with y'all before sending one.

Here are some points to take into consideration when requesting feedback revision:

– Remind the customer what yous did to solve the problem or improve the service
– Reiterate that feedback is essential to your concern
– Simplify the process past either explaining specifically how to revise the feedback or provide the link

Take a look at this example below:

After you experience the issue with the customer has been solved, ask if they are willing to revise their negative feedback. If they concur, you tin can send them a feedback revision request through eBay, allowing them to modify their original comment.

#ii. Leave comments

Revision requests aren't the just mode to get negative feedback removed from eBay.

Another fashion to deal with negative feedback on eBay is to go out a follow-up comment, requesting that the buyer contact you straight to solve any issues. If the outcome is fixed, there's e'er a chance that the buyer will become back and leave some other comment, informing other customers that the problem has now been resolved.

#iii. Avoid receiving negative feedback in the starting time place

Y'all can't please everyone, simply there are steps you can take to reduce your run a risk of receiving negative feedback on eBay.

The reason eBay limits feedback revision requests is that sellers are always encouraged to focus on providing great customer service—and not to simply remove the annotate that comes upwardly afterwards a trouble arises.

Remember, most customers don't understand the intricacies of an due east-commerce business organisation, so keeping them in the loop volition avoid the demand to contact you, while enhancing their experience dramatically.

Automated feedback software can also help to avert negative feedback, as well as increment positive reviews. By connecting xSellco Feedback with Helpdesk, it ensures you don't request reviews from customers who have raised a back up ticket or whose society wasn't received on fourth dimension.

Part 3

Using negative feedback to your advantage

Think, the purpose of eBay feedback is to assist your business exercise better and, believe it or non, negative feedback is a key gene in customers trusting an online business.

Here are some tips to aid you see the upside of negative feedback.

#1. Reply to every review

If somebody takes the time to write a negative review they're most likely quite aggravated. This is why online sellers should make a point of replying to every review, positive or negative.

Once you receive criticism, it doesn't mean that it's the stop of your encounters with that client. In fact, by making information technology your mission to reply to each review, you're increasing your run a risk of surprising them with your client service.

Anybody wants their vocalisation to exist heard and yous want to show that yous oasis't given upward on them. If y'all bear witness them wrong, they may go back and mail service a positive comment or fifty-fifty remove initial remarks made nearly your website. The central goal hither is to retain unhappy customers and prevent a damaged reputation.

With xSellco, you can monitor how many orders you receive versus the amount of feedback y'all have requested from customers. This gives your customer support team an idea about the amount of feedback they should expect to bargain with.

#2. Apply it as a marketing strategy

An effective manner to make an affect with unhappy customers is to say sorry well. For the biggest touch, this could involve using a personal approach offline which goes above and beyond their expectations, but it depends on the opportunity.

Accept a look through your customer'southward message history: is there anything they told you that might spark an thought for a unique gift?

Our interview with FreestyleXtreme gives some great examples of how they use this strategy to turn negative feedback into positive while providing some social media-worthy user-generated content.

ebay feedback freestylextreme

Rather than just sending out an order replacement or refund, endeavor to exercise something unique that will not just give yous the all-time hazard of getting eBay feedback removed, simply is likewise a great marketing strategy!

Why not assign a small amount of your marketing budget to your customer service squad and allow them to spend it on whatsoever they feel will make a difference to a customer who has received a bad experience? This pocket-sized investment could generate some serious ROI through social media.

#three. Uncover new business opportunities

It'southward always best to view criticism as a priceless opportunity for your company to get better.

Instead of starting with a blank canvas to come upwards with innovative ideas for your business, you lot can utilize existing issues that cropped up with customers as a baseline. This is not only a useful manner to think up ideas, but solving issues highlighted in negative feedback will have the biggest impact on your bottom line.

It'south ane thing responding and reacting accordingly to negative feedback, only adjusting your overall client service strategy is more of a long-term goal to work with. Information technology'southward a matter of spotting recurring client bug and prioritizing those.

Walk away from negative feedback with the drive to improve your online business in every way possible.

Equally Robin Sharma once said:

Negative feedback

#4. Worst-case scenario

Finally, be confident in letting your client understand a well-rounded view of your business.

The gamble of there being 100-plus completely positive reviews is unlikely.
Negative feedback allows potential customers to understand the worst-instance scenario and from and then on information technology can only exist a positive feel. Removing all negative reviews makes your concern look inauthentic.

A client is more likely to interact with and trust your website if at that place is a mix of negative and positive reviews. In fact, you'll convert 85 percent more ofttimes with negative reviews, because customers admit that people take different tastes and expectations.

So there you have it, a iii-part framework to help you build the kind of eBay feedback strategy that gets results!

It may have time at first, only once y'all get the ball rolling, investing in generating more positive reviews is the unmarried most cost-effective way to increase your visibility and drive sales on eBay'south crowded marketplace.

Get-go getting more eBay reviews today

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