subject: How To Build And Maintain Your Positive Feedback On Ebay [print this page] Under new eBay rules sellers CANNOT give buyers negative feedback. So the easiest way to build positive feedback when you first start on eBay is to BUY products.
Instead of running the risk of attracting negative feedback by SELLING items, build your positive feedback by BUYING items on eBay. You need to buy from different sellers as feedback from the same seller will not increase your score. This way you can build your positive feedback score without getting any negatives GUARANTEED.
Having built up some positive feedback as a buyer, you need to maintain your high positive feedback score as a seller. The easiest way to do this is to be a good, honest seller. Only sell QUALITY products and provide EXCELLENT service. Give your buyers a smooth, stress-free buying experience. This will reduce the chance of them suffering "post-purchase remorse" and make them feel good about doing business with you, encourage them to give you positive feedback, and encourage them to do business with you again in future.
Have you ever bought something on eBay then not heard from the seller? You email them several times but get no reply. Several days pass and you start to fear that you've just kissed good-bye to your hard earned cash! This happened to me. Eventually the seller did return my emails and I did receive the item but the damage had been done. I didn't have a good buying experience and "post-purchase remorse" had begun to set in. I left positive feedback because I did eventually receive the item. But an unscrupulous buyer may have left negative feedback.
Good communication is the key. Respond to any queries that your buyers have quickly. If you regularly receive the same question from buyers, save yourself time by addressing it in your listing and / or in your confirmation email. You can minimize problems by stating your terms and conditions very clearly in your listing and by using clear communication at all times.
As soon as the auction ends, send the winner an email congratulating them (you want them to feel good about their purchase, don't you?). Remind them of the purchase price and the postage cost and your payment terms e.g. "We accept payment by Paypal, credit card, etc. Payment should be received within 7 days of the end of the auction. Item will be despatched within 1 working day of receipt of payment or from when cheque clears if paying by cheque".
As soon as they pay, send them a thank you email explaining that you have left positive feedback for them and tell them when you posted the item or when you will be posting it. Send them an email when you post the item explaining when they might receive it. Give them the tracking number if there is one and the carrier's webpage where they can track it. Mention you've already left positive feedback and ask them to leave positive feedback for you when they receive the item, or to contact you if there are any problems with the item.
If you don't receive positive feedback after you expect them to have received your item, email them saying: "As I haven't yet received positive feedback from you I was worried in case you haven't received the item yet or aren't completely satisfied with it. If there is a problem, please contact me and I will endeavour to rectify it. Otherwise I would be grateful if you would leave positive feedback for me. Thank you for buying (name of item and eBay item number)."
If there are any problems, you want to deal with them rather than get negative feedback.
In each email, mention the item by name and by its eBay item number, as they may have bought several items on eBay and not know which one you are referring to. All these follow up emails create a relationship so you are less likely to get negative feedback. They also give you more options for making additional sales, i.e. you can say in your emails: "Check out our eBay store/other listings for more great bargains.
Occasionally you may encounter problems. Again, good communication is the key. If there's a problem preventing you from sending an item to a buyer - contact the buyer quickly - BEFORE they contact you. Try to resolve any issues BEFORE any feedback is left.
Don't assume that because they've paid, that's it. Avoid "post-purchase remorse". Use first class post so that they get their item quickly. Make sure what they receive looks good value and is professionally packaged and not shabby and cheap. Offer a guarantee. It's better to receive returned goods than get negative feedback. Of course, to minimize returns you have to offer quality products at a fair price and not mislead in your listings.
The bottom line is - if you provide a quality product at a fair price backed up with excellent service you aren't likely to get much negative feedback. However, you can't please all the people all the time so if you get a complaint deal with it quickly and amicably.
by: Martyn Boaden
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