Kaartik Iyer is a digital marketing and web design professional with a passion for helping ebay shop owners accomplish their goals. He is the founder of Infigic, an ecommerce focused digital agency. Today he shares some tips to prevent getting negative feedback on eBay – always a subject worth revisiting and of course the tips don’t just apply to getting a positive feedback, but also to detailed seller ratings and reducing the incidence of opened cases.
Ever since eBay’s origin, the key factor in making eBay the most trusted buying platform is the customer feedback system. Positive feedbacks highlight the sellers that are genuine and selling the best quality products while negative feedbacks shed light on those merchants with whom buyers have faced some issues.
Positive feedbacks leads to more business while a negative feedback often breaks a brand and reduces the sales, so maintain happy clients and in-turn receiving a positive reply is essential for buyers to survive in this hyper competitive eBay market. In this article we point out 9 ways that a buyer can prevent getting negative feedbacks on their eBay page.
1. Ensure that the listed items are available
Imagine that situation wherein you purchased a gift for your wife and after ordering it you got to know that it is out of stock! This is more commonly witnessed when a brand sells such products on multiple platforms. Moreover, the total number of cancelled transactions are now counted as defect rate, so ensure that all the items listed are in stock.
As soon as you come to know that a customer has placed an order for an out-of-stock item, inform the buyer immediately and refund the amount. Often customers are not aware of the stock being empty and come to know about it only when they send an inquiry mail. This increases the cancellation rate and there are a possibilities that the person may not buy from you again or in worst cases leave a negative feedback. Take every opportunity to please them, they decided to buy from you, hence leave no stone unturned in retaining them and building a satisfying shopping experience.
2. Guide the buyers on the importance of feedbacks
Tap into both the post-sale and purchasing process to instruct and educate the buyers about the importance of feedbacks. Incorporate them at multiple places such as – product listings, checkout and dispatch notifications.
Write to them about the importance of feedback and ask them to contact you first in case of any issues before entering any feedback.
The two advantages of using this system includes – in case of any defects the customer first contacts you and hence the error can be rectified before they submit any feedback and by sending them a personalized message about the importance of feedback you establish a contactable connection with the buyer.
3. Make your listings as accurate as possible
Make the listings accurate and write precise and concise titles. Rather than filling it with technical jargons, include all essential information in the easiest possible way. Include relevant words and remove all the non-essential ones.
4. Make the images sharp and detailed
Upload an exact image of the product that the buyer will receive. Ensure that it is of the best quality and taken from a multitude of angles and displayed in all shades mentioned there. Before buying a product most people check the images, hence make sure that they are of the exact appearance as mentioned. These images should not be stock photos or copied from some other seller.
5. Highlight the product condition
Especially vendors selling refurbished or used goods, do mention the condition of the product. Show the product imperfections in the images. To establish an ingredient of trust among the customers, always follow the best practice of being honest.
6. Item specifications
Add these to provide extra information about the product that you sell. It is an effort consuming task yet in the long run there are guaranteed returns.
7. Product descriptions
Describe every minor detail about your product in this section. Right from the main features, benefits of using the product, item condition to contact details and shipping policies, you can describe everything here.
8. Disclose the dispatch time, shipping time and contact details for queries or issues
Disclose the dispatch time, the number of days it’ll take to ship the product and the contact details. Failure to do any of these invites negative feedback and makes the customer switch to the competitor who delivers it at a faster rate. Speed is the key winning ingredient to woe the buyers on eBay.
9. Return policy
Before hitting the buy button, customers’ first check the return policies. Don’t forget to mention the company return and refund policies for damaged goods. When the delivered item is received by the buyer in some faulty condition, it should be taken back by the company. Ideally sellers should keep a window period of 30 days to return a faulty product.
Feedback is a quintessential piece of your online business, hence maintaining & improving the feedback scores should be the key goal for all ebay sellers.