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Hack 4 Replies and Followups to Feedback

A little damage control will help save a
bruised reputation.

The game isn't
over when another eBay member leaves feedback for you; you have the
opportunity to respond to any feedback comment in your profile.
Although this feature is handy for thanking users for leaving you
positive feedback, its real value is for damage control when someone
leaves neutral or negative feedback for you.

Most people's instinct is to use this tool as a
means of retaliationto
"get back" at the other user for
leaving a nasty comment. But given the importance of feedback in the
eBay community, your main goal should be to use it to lessen the
impact of such comments on your own reputation.

For example, consider the following complaint lodged against you, a
seller, by an unhappy bidder:

"Item arrived damaged; very expensive to repair. Lousy seller."

Obviously, this is the wrong response:

"Stupid buyer! What a jerk for complaining! Now you get nothing."

Think of the message this sends to other people,
prospective future customers, who might scrutinize your feedback
profile. It doesn't address the problem, and since
your response shows up only in your own feedback
profile, it only serves to hurt you. Instead, consider this reply:

"Please contact me with all problems, and I'll do my best to make it right."

This sends a subtle message to the buyer, should he ever choose to
return and view your feedback, but more importantly, it makes it
appear to other bidders that you are the
reasonable one, and this particular customer is nothing more than a
crackpot. It also reassures potential customers that you will address
problems, and won't just leave your bidders twisting
in the wind.

If you feel the bidder will be understanding and cooperative once you follow up with an email, you may wish to request to have the feedback removed, as described in [Hack #6]. Naturally, no bad feedback is the most desirable outcome.

The same approach applies if you're a bidder, and a
seller leaves the following feedback for you:

"Deadbeat! Buyer bid high and never paid. Avoid this guy!"

The common response among inexperienced bidders is often to do
nothing, either for fear that something bad will happen to them, or
simply because of a lack of familiarity with the system. A response
that explains why the aforementioned non-payment might have been
reasonable is usually the best choice:

"Seller never responded to emails, so I gave up and purchased another one.""Seller changed the terms of the sale, and I couldn't comply.""I was in the hospital getting a finger transplant and couldn't click Pay Now."

But again, when a seller leaves negative feedback for you, the first
course of action should be to contact the seller and try to resolve
the problem. If everything is worked out, the seller might be willing
to cooperate in having the feedback removed. See [Hack #27] for some reasonable approaches a
bidder can use to get out of a deal, and usually remain unscathed by
negative feedback.

1.5.1 First Reply to Feedback

To reply to feedback left about you, go to My eBay
Feedback Review and Respond, and a special version of your
feedback profile will appear.

Click Respond next to the appropriate comment. (Be careful that you
choose the right one, because replies to feedback cannot be
retracted.) The Respond To Feedback Left for You page will appear, as
shown in Figure 1-3.

Figure 1-3. Respond to any comments left for you in your feedback profile

Type your reply and click Leave Response when you're
done. Note that you can post only one reply to any single feedback
comment, so make it count!

1.5.2 Follow Up to Feedback

Once you leave
feedback for another eBay user, you can
leave a single followup comment that appears beneath your original
comment. There are several reasons you might want to do this:

As a responsible eBay user, you may wish to do damage control on
another user's feedback profile. For example, if
you've left negative feedback for someone and
they've since rectified the problem, you can return
and post a followup, reassuring other people that the issue was
eventually addressed.

On the other hand, if you leave a positive comment for someone who
immediately thereafter causes you trouble (thinking, of course, that
it's safe to do so), you can amend your comment with
a negative followup.

Although your followup won't have any effect on the user's feedback rating, you can precede your followup with the word "Complaint:" so that anyone searching for negative comments, as described in [Hack #1], will see it.

If you've left feedback for someone, and
they've responded to it, as described earlier in
this hack, you may wish to post a followup response. Note that a user
doesn't need to have responded to your feedback
before you can post a followup comment.

To post a followup comment, go to Site Map
"Review and follow up on feedback you have left
about others" (or go to http://cgi2.ebay.com/aw-cgi/eBayISAPI.dll?ReviewFeedbackLeft).