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

It is not uncommon within online businesses for them to ‘stumble’ every now and again.  Sometimes order management mistakes happen or courier mishaps.

In most well operating businesses these are kept to a minimum, but mistakes still happen in any business.

The difference between the successful ones and the not so successful ones, is how they over come problems.  So what we have below is an example of how a well know eBay seller ran into some problems with DSR’s.  A week before there main launch they took a couple of negs and low DSR’s and this was going to lose the eTRS. (Back before the days of eBay’s grace period)

The Problem

The day before we (A company I (Dave) used to work for) 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.   This company then contacted me (Dave) and asked for anything I could suggest to help fix the problem.

Below I will share with you some of the advice and actions I recommended to take when this happens.  Hopefully, if you ever come across a similar situation, by taking actions similar to these you will be able to reduce the affect to your eBay account.

The Solution

The first thing that I recommended was 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.


P.s The seller above is now currently back meeting the eTRS criteria and is an eBay enterprise outlet seller.

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