What is Feedback?
My definition of feedback on Ebay is credential.
The best way for one to build credentials on Ebay
is through feedbacks, particularly for sellers. A buyer
usually looks at the percentage of positive feedback before
making a decision whether or not to buy from a seller.
Due to the changes made by Ebay in their policies, buyers
no longer get affected by feedback because you can no
longer leave them negative feedbacks. You know the
saying "the customer (buyer) is always right". While this
is a good principle, not all buyers are honest. Some will
give you negative feedback regardless how hard you try
to please them. If the post office takes too long to deliver
the items, they'll blame you.

Problems with Feedback:
The majority of buyers, especially new buyers
do not understand the feedback mechanism.
They tend to leave a seller a negative feedback
without allowing him/her the opportunity to
resolve the issue. As a matter of fact, feedback
is not there to resolve buyer and seller's issues, it is
only a rating based on the service and product you
received.

How do I resolve my issues then?
Both Paypal and Ebay have implemented
resolution center through which we can
resolve issues with the seller. First, you
have the opportunity to resolve the issue
with the seller. With the new feedback system,
sellers are on their toes bending over backward
to buyers. Give the seller a chance to resolve the
problem before you slap them with a negative feedback
in the face. As I am rewriting this I have a customer who
bought a computer package from my store and he chose
USPS Parcel Post because it was cheaper, well I shipped it
through USPS as he indicated. I shipped the item since
January 20th, it's February 4th and the customer has still
not received it. He is upset and frustrated at me, he even thinks
I am a crook even though I provided him with the tracking number.
I tried to calm him down telling him not to worry no matter what
happens he will get another computer or his money back. As a
matter of fact the package is insured so there is really nothing to
worry about, but I understand his frustration and I let him vent
at me and take responsibility for what happened. Of course I'll
call USPS to find out what's going on. USPS tracking system
doesn't really do anything, it doesn't tell you much until the
package is actually delivered unlike DHL, FEDEX and UPS.
Here is a string of words from the customer I mentioned:
"you could not leave up to your word so i need my money in
the next 24hours or else i would take legal action against you"
If both parties are unable
to resolve the issues, then the resolution
center will take over. I have used Paypal
Resolution Center, it does work.

My 10 Rules of Feedback:
1) Keep it positive
2)Give the seller a chance to correct the problem
3)Never give feedback first especially if you are a seller, unless
you are absolutely certain that the buyer will give you a positive feedback in return.
4)As a buyer it's always OK to give feedback first as long as
it is not a negative feedback. Please be honest.
5)Don't use feedback to resolve issues with sellers and buyers, use
Paypal and Ebay Resolution Center.
6)Feedback should be used to rate the seller or buyer's performance.
7)If you are not satisfied as a buyer, always give the seller
an opportunity to resolve the problem. If the buyer refuses to,
then use the resolution center and all other alternatives.
8)Remember leaving negative feedback should be your
last resort (breaking rule #1 and #2)
9)Always submit a reply to negative feedback, there is always
2 sides of a story.
10)use feedback art, keep Ebay beautiful.

As you can see some of the rules are repeatitive, that emphasized on
how important they are.

By Phanel
COMPWARESURPLUS