eBay Super Topic Ranking: Review Management: "What should I do if I receive a negative review during delivery?"

Most transactions on eBay go very smoothly, and most buyers leave positive reviews for sellers. However, a few transactions go wrong, resulting in buyers leaving negative reviews. This review may have a negative impact on the reputation of the seller's account and the sales of the listed items, so sellers are scrambling to remove negative reviews.

I can't bear to see everyone's hairline moving back day by day, so I decided to start a series of classes to tell you about the evaluation rules. I believe everyone has been looking forward to it for a long time~

The negative and neutral reviews that sellers receive on a daily basis include those complaining about logistics delays/non-receipt, those complaining about unclear descriptions on the item listing page, those dissatisfied with the items received, etc.

Since reviews about delayed logistics/items not received top the list, we will first crack this type of review and use a few specific cases to illustrate the criteria for removing negative reviews in our daily processing.

For buyers, the ideal logistics service is to be able to track the logistics status at any time and deliver it on time. Do a good job in logistics, and you will be the winner on eBay!

Now, let me explain to you the following scenarios that make sellers feel lost.

1. My item has been delivered, but the buyer left me a negative review saying that he did not receive the item. The buyer's review is inconsistent with the facts. Where is justice?

We fully understand the seller's inner pain when receiving such comments, but the comments about the item not being received are not enough as long as the tracking number shows that it has been delivered. The seller should ask himself whether he has fulfilled the promise given to the buyer on the item listing page when the buyer purchased it?

For example, the seller sets the handling time to 1 working day, but the item is not scanned until 1 working day later, and the actual delivery time exceeds the maximum estimated delivery time. Although the item is indeed delivered, the seller did not keep the promise on the item listing page, and such a review cannot be removed.

2. If the item has been shipped in a timely manner, can the buyer's review complaining about logistics delay be removed?

Many sellers have a misunderstanding about acceptance scan.

Acceptance scan refers to the record of the seller's items successfully completing the acceptance scan, not the first record of logistics information.

Let’s take a look at an example of a tracking number below to highlight the key points.

The first record 2019-05-29 22:40 Shipment information sent to FedEx is only the first record of logistics information.

The second record 2019-05-31 02:22 BLOOMINGTON, CA, Arrived at FedEx location is the record of the seller's item successfully completing the collection scan.

So, don’t think that just uploading the tracking number in time will suffice. Please make sure that the acceptance scan is within the promised processing time.

3. The item was not delivered properly and may have been lost, so I refunded the buyer. You see, I refunded the money, but the buyer still left a comment saying that he did not receive the item. Can such a comment be removed?

If the buyer did not receive the item, refunding the buyer can avoid the impact of the buyer's possible dispute on the seller. However, a refund is not a reason to remove the review. It is still necessary to check whether the seller successfully completed the collection scan within the promised processing time.

Since the money has been refunded, the seller can also communicate and negotiate with the buyer to ask the buyer to modify the review. After the buyer agrees to modify, the review modification link will be sent.

Therefore, choosing excellent logistics is crucial. For high-priced direct mail products, we recommend that sellers increase the use of SpeedPAK logistics management solutions and other logistics services that meet policy requirements.