Feedback is a voluntary way for eBay users to rate each other during or after a transaction, to inform other users of the experience. Feedback scores are noted next to every member’s user ID and are the clearest indication of the buyer or seller’s reputation on eBay.

The short history of feedback on eBay

The feedback rating system allows buyers to check out the seller’s history and vice versa. Well, at least it used to. In the early years of eBay, it was possible for both buyers and sellers to leave positive, neutral or negative feedback. Nowadays, the feedback system has been reduced, with sellers only able to leave positive feedback for buyers.

The explanation from eBay details that the change was initiated to encourage buyers to reflect on their experience honestly without fear of negative feedback from sellers. In other words, eBay was concerned buyers were being put off shopping on the site due to the rating system. When you think about it, it’s true; there are not many other shopping sites out there where customers are evaluated and ranked.

Whatever the stated reason for the change to feedback rules, it is important to remember that buyers have higher expectations now than in the earlier years of eBay. No longer just a site for collectors, eBay has grown and adapted to offer a more standard-looking online shopping experience. Buyers are more likely than ever to be wanting to make a quick, hassle-free purchase. Keep this in mind when considering feedback and the issues surrounding it.

When to leave feedback as a seller

eBay rules state that buyers and sellers should leave feedback within 60 days after the listing ends. Within the same section, eBay encourages sellers to ‘leave feedback as soon as payment is received (or has cleared).’

As a general rule, leaving positive feedback makes sense when the buyer has paid for the item. After all, the buyer’s job, in theory, is done at this point. Of course, as many seasoned sellers know, plenty can happen after the purchase is made to, unfortunately, sour the transaction. For this reason, some sellers prefer to only leave feedback for the buyer once they have received (positive) feedback themselves. One important thing to remember however is if the sale does take a turn for the worse, the seller cannot leave negative feedback anyway.

Another reason to leave positive feedback soon after payment has processed is for reciprocation. Even though leaving feedback is completely voluntary, sending positive feedback to the buyer quickly starts the transaction off on a favourable note. Some sellers claim that they receive more feedback ratings (positive ones!) due to this.

Top tips for receiving positive feedback

Here are some ideas to receive more positive feedback from buyers on eBay:

• eBay offers an automated feedback reminder service which acts as a prompt to buyers who may have intended to give feedback and then forgot. Keep in mind though that a standardised email can be seen as quite impersonal. Another downside – being an automated system, reminders are sent to all buyers including those you may have had a bad experience with.
• A more personal way to remind buyers about feedback would be to leave a personalised card within the purchased item’s packaging. This would thank the buyer for their purchase with a mention of positive feedback if they are happy with the product(s) and transaction service.
• The best way to encourage positive feedback is to maintain good communication with the buyer and send their item out quickly. Most buyers value quick and faultless service above all other factors.
• Try not to worry about feedback too much when first starting out; it takes time to grow. Once you have a solid history of positive sales behind you (30+), everything will flow from there.
• Always be professional. Feedback is voluntary and it is best not to force the issue. If it looks like a buyer is not going to give you any kind of feedback, it is best to leave it and move on. Negative feedback would do more harm than none at all.

Change for the good?

Rumours surface from time to time, reporting possible imminent changes to the feedback system. So far, they’ve all been incorrect. But some sellers remain hopeful that eBay will see the light and make drastic changes. Until then, sellers should continue to follow best practices for customer service and try not to see red when receiving negative feedback.