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As a long-timer seller (and buyer) on eBay, some of the most irritating
things I’ve run across are the widespread myths concerning the use of
the eBay feedback system. And the situation seems to be getting
worse as is evident from the innumerable repeating threads on the issue
in the eBay forums. I wrote this guide as a way to debunk
some of the misconceptions and to offer my own opinion and experience
as both buyer and seller on how to best use feedback while also
following eBay policies and being genuinely fair in your trading
practices with others. Some people’s opinions may differ from my
own, but I feel this guide (and its sister guide, “Misuse of Negative
Feedback”) will be informative in clarifying some issues that really
aren’t well understood.
The top 6 feedback myths I’ve run across:
Myth #1 - Feedback is just a cutesy eBay gimmick and doesn’t really matter
Nothing could be further from the truth. When used properly, the feedback system is intended to provide an indication of every eBay member’s commitment to trading fairly and dealing with other members in a courteous and ethical manner. The resultant score, whether as a buyer or seller, is intended to define how well you stick by your agreements...whether as a buyer you pay in agreement with the terms of the auctions you win and whether as a seller you fulfill orders in accordance with your auctions, your stated policies, and eBay rules. Basically, it is your eBay reputation.
Feedback may also determine how you are able to function, bid and sell on eBay…too many negatives or too few positives may affect your ability to bid on a given item (based upon seller’s preference settings), whether you can sell using Dutch Auctions, whether you can sell on eBay Express, etc.
The reality of feedback, however, is that misuse has tainted the system. Members must look a little harder at feedback comments, not just at overall scores, to get a full picture of any given buyer or seller they may consider doing business with. As you will see, a negative is not necesarily a negative if it was unfairly left by an unscrupulous user.
Myth #2 - eBay controls the feedback system
Not in the way that many people think. Feedback is a voluntary member-to-member system. Millions of feedback comments are left without eBay having any influence or control over the result. And except under very narrowly defined situations (which I’ll cover shortly), feedback is permanent.
Basically, eBay could never get involved in mediating feedback disputes. For one, the manpower required to do so would be astronomical (i.e. requiring higher fees) and for another, they would then become, by default, legally responsible for all content and comments on the site (since nothing could be posted without their say-so, which could legally be construed as sponsorship of - and liability for - any slanderous comments that slipped through the cracks). Either circumstance is unacceptable when most feedback occurs within acceptable margins of misuse.
Myth #3 - All buyers and sellers should leave feedback
Nope, it’s completely voluntary. Should you leave feedback? Of course - it’s your chance to register an opinion that may help others and to also give credit where credit is due. However, as an eBay member you are under no obligation to leave feedback of any sort. Personally, I usually resort to the "if you can't say anything nice, then don't say anything at all" line of thinking unless a buyer or seller was truly in the wrong. Being too quick to leave a nasty negative is a failure of communication - I do so only when all other avenues have failed to garner a satisfactory result.
Myth #4 - Sellers should leave feedback as soon as a buyer pays and buyers should leave feedback as soon as they receive their item
This is still commonly believed by many buyers and sellers, but it’s absolutely not true. Because feedback is voluntary, there is no requirement for when or how you leave feedback. Most sellers will wait until a buyer has left feedback so that they know the transaction is finished and their obligations have ended. Also, most high-volume sellers have their eBay automation set to leave feedback automatically. Some have theirs set to leave feedback upon receiving payment while others have theirs set to leave feedback once the buyer has left feedback for them (though usually only positive feedback will generate an automated response). If you are concerned about not having received feedback, don't get nasty, just send a friendly reminder requesting feedback (and NEVER demand they leave it for you before you are willing to leave it for them!).
Myth #5 - Feedback is not permanent; you can always change your mind later and take back what you said
In most all cases, feedback IS permanent. There are only very limited instances in which it can be removed:
Myth #6 - Threatening someone with a negative feedback is Feedback Extortion and can be reported to eBay
Actually, eBay has a very narrow definition of Feedback Extortion (see the link for the definition at the end of this guide). Simply threatening someone with a negative isn’t specifically considered extortion, which is a shame since it happens all the time. Either way, don’t succumb to this childish practice! Threatening someone in this fashion is the surest way to make them not want to help you.
There are plenty of other issues and topics I could cover which people likely still mistakenly believe about the feedback system, but the above are the most prominent ones I’ve personally run across. The best rule of thumb is to stay informed on changes to the feedback system and to more thoroughly read the feedback of members you consider doing business with. You will often find that many negatives are obviously not negatives that were garnered through anything the member failed to do, but were rather the result of disgruntled buyers or sellers being petty and vindictive.
Please skim through the links included with this guide and read what eBay has posted on the subject. Also, read through the forum pages - people are constantly asking numerous questions about feedback that show a complete lack of understanding of how and when it should be used. Be smart when you eBay!
Important eBay Links on feedback:
Feedback FAQ
Feedback Policies: Overview
Feedback Removal Policy
Mutual Feedback Withdrawal
Feedback Extortion Policy
Feedback Forum
Feedback Answer Center
Feedback Star Glossary
Pierre Omidyar (eBay's founder) on feedback
The top 6 feedback myths I’ve run across:
Myth #1 - Feedback is just a cutesy eBay gimmick and doesn’t really matter
Nothing could be further from the truth. When used properly, the feedback system is intended to provide an indication of every eBay member’s commitment to trading fairly and dealing with other members in a courteous and ethical manner. The resultant score, whether as a buyer or seller, is intended to define how well you stick by your agreements...whether as a buyer you pay in agreement with the terms of the auctions you win and whether as a seller you fulfill orders in accordance with your auctions, your stated policies, and eBay rules. Basically, it is your eBay reputation.
Feedback may also determine how you are able to function, bid and sell on eBay…too many negatives or too few positives may affect your ability to bid on a given item (based upon seller’s preference settings), whether you can sell using Dutch Auctions, whether you can sell on eBay Express, etc.
The reality of feedback, however, is that misuse has tainted the system. Members must look a little harder at feedback comments, not just at overall scores, to get a full picture of any given buyer or seller they may consider doing business with. As you will see, a negative is not necesarily a negative if it was unfairly left by an unscrupulous user.
Myth #2 - eBay controls the feedback system
Not in the way that many people think. Feedback is a voluntary member-to-member system. Millions of feedback comments are left without eBay having any influence or control over the result. And except under very narrowly defined situations (which I’ll cover shortly), feedback is permanent.
Basically, eBay could never get involved in mediating feedback disputes. For one, the manpower required to do so would be astronomical (i.e. requiring higher fees) and for another, they would then become, by default, legally responsible for all content and comments on the site (since nothing could be posted without their say-so, which could legally be construed as sponsorship of - and liability for - any slanderous comments that slipped through the cracks). Either circumstance is unacceptable when most feedback occurs within acceptable margins of misuse.
Myth #3 - All buyers and sellers should leave feedback
Nope, it’s completely voluntary. Should you leave feedback? Of course - it’s your chance to register an opinion that may help others and to also give credit where credit is due. However, as an eBay member you are under no obligation to leave feedback of any sort. Personally, I usually resort to the "if you can't say anything nice, then don't say anything at all" line of thinking unless a buyer or seller was truly in the wrong. Being too quick to leave a nasty negative is a failure of communication - I do so only when all other avenues have failed to garner a satisfactory result.
Myth #4 - Sellers should leave feedback as soon as a buyer pays and buyers should leave feedback as soon as they receive their item
This is still commonly believed by many buyers and sellers, but it’s absolutely not true. Because feedback is voluntary, there is no requirement for when or how you leave feedback. Most sellers will wait until a buyer has left feedback so that they know the transaction is finished and their obligations have ended. Also, most high-volume sellers have their eBay automation set to leave feedback automatically. Some have theirs set to leave feedback upon receiving payment while others have theirs set to leave feedback once the buyer has left feedback for them (though usually only positive feedback will generate an automated response). If you are concerned about not having received feedback, don't get nasty, just send a friendly reminder requesting feedback (and NEVER demand they leave it for you before you are willing to leave it for them!).
Myth #5 - Feedback is not permanent; you can always change your mind later and take back what you said
In most all cases, feedback IS permanent. There are only very limited instances in which it can be removed:
- eBay is provided with a valid court order requesting removal.
- The feedback comment contains profane, vulgar, obscene, or racist language.
- The feedback comment contains personal identifying information about a member.
- The feedback references an eBay, PayPal or law enforcement investigation.
- The feedback comment contains links or scripts.
- Negative feedback was intended for another member. This may only happen after the member responsible has already placed the same feedback for the correct member.
- Feedback was left by a person ineligible to participate in eBay transactions at the time of the transaction or the time the feedback was left.
- Feedback was left by a member who provided eBay with false contact information.
- Feedback was left by a member who bid on or purchased an item solely to have the opportunity to leave negative feedback for the seller, with no intention of completing the transaction.
Myth #6 - Threatening someone with a negative feedback is Feedback Extortion and can be reported to eBay
Actually, eBay has a very narrow definition of Feedback Extortion (see the link for the definition at the end of this guide). Simply threatening someone with a negative isn’t specifically considered extortion, which is a shame since it happens all the time. Either way, don’t succumb to this childish practice! Threatening someone in this fashion is the surest way to make them not want to help you.
There are plenty of other issues and topics I could cover which people likely still mistakenly believe about the feedback system, but the above are the most prominent ones I’ve personally run across. The best rule of thumb is to stay informed on changes to the feedback system and to more thoroughly read the feedback of members you consider doing business with. You will often find that many negatives are obviously not negatives that were garnered through anything the member failed to do, but were rather the result of disgruntled buyers or sellers being petty and vindictive.
Please skim through the links included with this guide and read what eBay has posted on the subject. Also, read through the forum pages - people are constantly asking numerous questions about feedback that show a complete lack of understanding of how and when it should be used. Be smart when you eBay!
Important eBay Links on feedback:
Feedback FAQ
Feedback Policies: Overview
Feedback Removal Policy
Mutual Feedback Withdrawal
Feedback Extortion Policy
Feedback Forum
Feedback Answer Center
Feedback Star Glossary
Pierre Omidyar (eBay's founder) on feedback
Guide created: 06/20/06 (updated 02/11/08)
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