Resolving Neutral & Negative Feedback

Every now and again you will encounter an unreasonable customer and no matter how well you've resolved their complaint, they'll still leave you dry with negative feedback. As frustrating as it sounds, we've dealt with this problem for years and have built a resolution process with a high success rate.

To help you resolve your own instances of unfair or unjustified negative feedback you can follow our Feedback Removal Process as outlined below.

As a general rule of thumb, we class all Neutral & Negative Feedback as Negative. Only Positive Feedback is good enough for us which means anything but, must be removed.

There are typically two reasons for negative feedback.

  1. ITEM NOT AS DESCRIBED or WRONG ITEM (INAD/WI)
  2. ITEM NOT RECEIVED (INR)

Depending on the underlying reason, we've two separate email templates to address the concerns of your unhappy Buyers. If you're lucky enough to get a response, we've also written a follow up email (see below) which encourages your customer to remove the feedback.

1. DEALING WITH ITEM NOT AS DESCRIBED OR WRONG ITEM NEUTRAL OR NEGATIVE FEEDBACK
The following template email should be used when in receipt of neutral or negative feedback for an item which was not as described. This template entices a response from your customer because it offers them a partial refund. Because we hate to see you receive negative feedback for any reason, any successful removal of feedback will be backed up with an eligible refund. This simply means that if you follow our process and successfully manage to remove neutral or negative feedback left by your customer as a result, we will refund the original postage cost as a compensation to you.

***************************************************
START (INAD/WI) FEEDBACK TEMPLATE  ==>
We would eagerly like to resolve the negative feedback left with regards to your recent purchase from ourselves.

It is important to us that we ensure all of our customers are 100% satisfied with the outcome of their purchase and that no issue is left unresolved.

As the item purchased is not quite as expected, we feel that it isn't fair to have paid in full for this particular item. We pride ourselves by ensuring that all of our customers receive a service of which deserves a positive rating on all counts and will always endeavour to try and resolve any instances of otherwise a positive experience for our customers.

Please allow us to help resolve this matter for you by offering to provide a PARTIAL REFUND of [INSERT AMOUNT] as a gesture of good will and for the inconvenience that may have been caused. If you are happy to resolve the issue in this way please respond to our email as soon as you can and I will be more than happy to arrange this for you.
====== END (INAD) FEEDBACK TEMPLATE
***************************************************

IMPORTANT! You may provide your customer (and reclaim from us) a partial refund up to the maximum amount of that equal to the full unit cost (i.e. the price paid by you). That is, the SRP Price shown on your order, less any redeemed discount or prior refunds already made.

2. DEALING WITH ITEM NOT RECEIVED NEUTRAL OR NEGATIVE FEEDBACK
The following template email should be used when in receipt of neutral or negative feedback for an item which was not received. This template entices a response from your customer because it offers them a full refund. Because we hate to see you receive negative feedback for any reason, any successful removal of feedback will be backed up with an eligible refund. This simply means that if you follow our process and successfully manage to remove neutral or negative feedback left by your customer as a result, we will refund the cost of the order in full as a compensation to you.

***************************************************
START (INR) FEEDBACK TEMPLATE  ==>
Thank you for your feedback comments although I am very sorry to hear that your order has not been received. We pride ourselves by ensuring that all of our customers receive a service of which deserves a positive rating on all counts and will always endeavour to try and resolve any instances of otherwise a positive experience for our customers.

We'd certainly like to help resolve the matter if at all possible by offering to simply REFUND YOUR ORDER IN FULL.

If you'd like us to proceed with either solution or have an alternative requirement, simply respond directly to this message and I'll be more than happy to arrange this for you.

In the meantime, please accept our sincere apologies for any inconvenience caused by this.
====== END (INR) FEEDBACK TEMPLATE
***************************************************

FOLLOW UP MESSAGE WHEN CUSTOMER ACCEPTS YOUR OFFER OF RESOLVE
This message should be sent in response to your customer to one of the above template emails regarding neutral or negative feedback. You should only send this follow up message after providing the promised partial or refund to your customer.

***************************************************
START FOLLOW UP FEEDBACK TEMPLATE  ==>
Thank you for your response. As agreed, we have issued your refund and hope that the matter is now resolved.

We would like to ask kindly on this occasion, since the matter has now been successfully resolved for you, would you please be happy to remove your neutral feedback to accurately reflect the final outcome of this resolved issue?

If you are happy to remove your feedback, please respond directly to this message so that we can issue the necessary "Feedback Revision Request".

Whilst we hope that a positive outcome has been overall achieved in this unfortunate case, we hope that this experience does not in anyway prevent you from shopping with us again in the future.

In the meantime, once again we would like to apologise sincerely for any inconvenience that was caused.
====== END FOLLOW UP FEEDBACK TEMPLATE
***************************************************

FINAL PART: ISSUING A FEEDBACK REMOVAL REQUEST FOR YOUR CUSTOMER
If you've gotten this far, congratulations, you're almost there! The next step is to issue your customer with a Feedback Removal Request. Note that this information only applies to eBay. Other marketplaces may have alternate processes for feedback removal.

HOW TO ISSUE A FEEDBACK REMOVAL REQUEST?

  1. To do this, please use the following link.
  2. https://feedback.ebay.co.uk/ws/eBayISAPI.dll?ReviseFeedbackInitiate
  3. Use the checkbox to select the feedback you would like to remove.
  4. Give the Buyer a reason for your request.
  5. To this by selecting "I resolved a problem the buyer had with this transaction".
  6. Paste the template message (see below) into the message box.
  7. Click "Send" and then wait for your Buyer to revise their Feedback.

***************************************************
START TEMPLATE MESSAGE ==>
Thank you for your response in the matter. I have issued a "Feedback Revision Request" which will allow you to change the neutral scores and comments into positive ones to reflect the final outcome of the resolved matter. In the meantime, please once again accept our apologies the inconvenience that had been caused.
===== END TEMPLATE MESSAGE

***************************************************

Once your Buyer has successfully revised their feedback response, you'll receive an email from eBay. Please retain this email as your proof of feedback revision since we may request this email from you.

Please note that whilst templates are useful in providing resolution, for them to be more successful at resolving a problem, often they need to be tailored. Whilst we won't defer from the actual resolution that is being offered we will modify parts of a template to make it more effective. If you think your customer requires a more tailored response, please get in touch so we can modify our template for you accordingly.

REQUESTING A REFUND AFTER YOUR BUYER REMOVES FEEDBACK
To request an eligible refund after your customer successfully removes feedback, please contact us via email. We'll typically respond to your request within 1 Business Day.

Unfortunately, we are unable to provide compensation to you where compensation has not been paid to your customer. Please note you may be required to provide evidence that you have followed certain procedures such as proof of sent emails/messages and/or any other correspondence with your customer.

Let's get you started...
If you haven’t already please register free for our Official Merchant Programme using the registration form here. Once you've created an account you’ll get complete access to exclusive pricing across the store with easy-to-understand profit calculations for every product. We'll also invite you to join our Seller Support Channel which provides you with dedicated live chat throughout the day with an actual account manager. The level of support we offer for our global partner sellers is simply unrivaled. Find out for yourself and join us today, it's easy to start and it's absolutely free.

In the meantime, if you have any questions or concerns with regards to any of the information provided above, please leave a comment below.


Leave a comment

Please note, comments must be approved before they are published