eBay - Responding to Valid Negative Feedback

Procedure: Responding to Valid Negative Feedback – Item Not Received & Poor Communication

Step-by-Step Suggestions:

Acknowledge and Accept Responsibility

• Start your reply by validating the buyer’s concern and taking responsibility.

  Apologize Sincerely

• Use professional yet empathetic language to express regret.

  Offer to Resolve

• Invite the buyer to contact you directly for a resolution (refund, replacement, etc.).

  Avoid Defensive Language

• Stay focused on the buyer’s issue without explaining too much or making excuses.

  Check Internal Issues

• Review shipping records and communication logs to identify and fix the root cause.

  Improve Communication Process

• Set a standard to respond to all messages within 24 hours.

  Flag Tracking Issues

• Double-check tracking before sending to the buyer and escalate with the carrier if needed.

  Consider Feedback Revision Request

• If resolved to the buyer’s satisfaction, politely ask if they'd consider revising their feedback.

  Document the Case

• Keep a log of the issue and actions taken for future reference.

Exemples:

Dear Customer, We sincerely apologize for the inconvenience and frustration caused. You're absolutely right to be upset, we take full responsibility for the poor experience. We succeed 99 times, but if we fail once, we take full responsibility and work to make it right. We're currently reviewing what went wrong with the tracking and communication to ensure this doesn’t happen again. Thank you for helping us improve. Customer Support

Dear Customer, We sincerely apologize for the inconvenience and frustration caused. You're absolutely right to be upset, and we take full responsibility for the poor experience. We succeed 99 times, but if we fail once, we take full responsibility and work to make it right. Unfortunately, your order was canceled due to an unexpected inventory shortage. Customer Support.

Dear Customer, We sincerely apologize for the inconvenience and frustration caused. You're absolutely right to be upset, we take full responsibility for the poor experience. We strive to get it right 99 times, but if we fail once, we take full responsibility and work to make it right. We're currently reviewing what went wrong with the size issue, refund delay, and communication breakdown to ensure this doesn’t happen again. Thank you for helping us improve. Customer Support

Create a log to track Returns, Disputes, and Negative Feedback in order to address and resolve issues effectively.