Feedback Guide.

Feedback is probably one of the most important aspects of eBay  - it is the best shot we have at knowing if we are likely to have a successful transaction with a seller and as a buyer it lets us know how we are doing and how we can improve.

Feedback  - the basics.

Feedback is left after each completed transaction and can consist of a positive, a negative or a neutral. Is is encouraged that you always leave feedback to help other eBayers on making their decision about a buyer  / seller and also as a gesture of goodwill for  a positive experience. The rating can be accompanied by a comment - and if nothing else a thanks will do! But it is also useful to comment on fast shipping  , fast payment, great communication and items you are happy with.

If leaving a negative rating, make sure it is deserved - eBay will always encourage you to contact the other party first and see if the situation can be resolved. I have seen people recieve negatives for slow shipping- yet sometimes this may be the fault of the postal service or a buyer for not providing a correct address. Maybe the item is not as you expected but first check the listing to see if the flaws were noted then contact the buyer....I have received one  negative after selling a 3/4 bottle of perfume - the picture, text and title clearly indicated this but I received a negative as it was not 'new'!! The person never contacted me but continued to leave a string of negatives for other sellers! eBay will alwasy ask you to consider the negative before leaving so make usre it is deserved.

Why would you give a negative?

1. Buyer never paid or never contacted you about payment
2. seller never sent item and will not respond to your emails
3. item was poorly packaged and broke in transit - seller will not respond
4. Item was not as LISTED (which differs from not what you expected / liked) and seller will not work with you.
5. You received wrong item and seller will not work with you
6. Item was fine but you were harrassed by buyer / seller in a manner that was inappropriate.
7. Item was listed as new but is clearly used.

These are just some examples but strive to show that they are based on fact not perception -that is, you cannot leave a negative if you did not try to work with the buyer  / seller and let them know something was wrong and you cannot leave a negative because you did not like the item for example a dress arrives and does not fit / flatter you!!

Leaving Negatives.

Be factual - ie item did not arrive, no response from seller; buyer did not pay or respond to emails.

DO NOT BE RUDE!! Yes, you may be annoyed with the person but I have seen some awful comments made which are a personal attack this person is a *****) etc. These do not help other eBayers, they just look tacky and take away from the validity of the concern. Such a comment is likely to earn you a nasty negative also, be polite, firm and address the issue not your feelings.

Cautions on negative feedback.

Be aware that eBay is not responsible for your feedback comments BUT YOU ARE!! What this means is once you leave your comment - this is permanent for everyone to see.  You are responsible and CAN BE LEGALLY HELD RESPONSIBLE for anything that is considered libel or defamation. If you stick to the facts - hard fact  - not your perception ie Item never arrived, seller never contacted me, looking to paypal for refund  - you should be fine. However writing: This seller is a crook who rips people off can be consider libel and you could be held responsible for defamation of character  under federal law!!!!~ eBay is protected by law under the communcations decency act - you ARE NOT!! Take a deep breath and stick to the facts if you must leave a negative comment! You could also face a range of actions from eBay which include cancelling your listings, removal of status such as 'powerseller' and even having your account suspended!! Is it worth this for a second of anger?

When to leave a neutral.

I have rarely used this  - typically I am happy or not. I guess a good example would be when shipping took three or four weeks for no good reason - you got your item, you are happy but would probably not buy from the person again or if a seller pays - but eventually after you had to file a claim with no good explaination. Be reasonable, things do happent, but if you feel that the transaction was so-so, then you might leave a neutral.

How is the feedback percentage calculated?

This is a question that interested me - there are often claims that some folks are treated more favorably that others in the percentage calculations...not true - there is a formula  >

Take your number of positives - note  - this is the number next to the term - 'Members who left a positive ' not all positives received which aplies to the total number including multiple transactions from the same buyer / seller - and divide this buy the same number plus the number of negatives. In my case this is 664 divided by 665 which gives - 0.998, multiply this number by 100 and it gives my positive percentage as 99.8%.

Bid retractions

This is also shown with feedback - as  a seller , beware of buyers who have had multiple retractions. You dno not want these sellers driving up your price then retracted at the last minute taking you back to a much lower dollar amount - of course, it is up to you to allow the bid to be retracted - but refusing could mean a lot of trouble trying to get paid. Ulitimately they will owe you - but do you want the trouble?

Removing negative feedback.

Yes, it can be done but will typically take both parties. It is called 'mutual feedback rating withdrawl' - be aware that this removes the negative rating but not the comment which will remain together with a tag that says it has been mutually agreed upon that the rating be removed. This would happen if both parties agree that the negative is no longer warrented - ie buyer does not pay, you leave a negative, they pay and leave you a negative at which point you are happy to send item and you both agree to remove the negative. You would just go to your feedback forum, click upon the mutual rating withdrawl, and imput you item number - at which point eBay will work with both parties to ensure this is in fact mutual and if this is the case the rating will be removed. There are some very limited situations when eBay may remove feedback comments - this is related to the cautions on Negative feedback as listed above.

Responding to feedback.

If you are not satisfied with a comment left for you  - you can respond. For example, you are a good seller but were sick and delayed getting an item out and being able to contact your buyer - you receive a negative that you did not send item which is later mailed. You can ask to have the rating mutually withdrawn after communicating to the other party and you can also add a comment such as 'sorry, my fault , I was sick and item has been mailed' - this shows other potential buyers that this was an unusual situation and a one off - this adds to a buyers confidence. To do this  you would go to your feedback forum and click on the respond to feedback left for you / or about others depending on the situation, then look for the comment  / transaction, click respond and add your follow up!

Summary

Remember feedback is the best guide we all have on eBay as buyers and sellers. Stick to the facts, be polite, try and works things out where you can and this should ensure that this tool works the way it is supposed to and serves as a useful guide to who we should and should not do business with. Also remember, if a negative is really deserved - then use it, as it is the only chance we have to sort out the bad seeds from the good and help us protect ourselves and others!