Best practices for handling neutral and negative feedback on eBay and Amazon

Positive reviews can increase your sales on both eBay and Amazon. Conversely, negative reviews can damage your reputation and reduce sales if not managed properly. The steps to resolve negative feedback on eBay and Amazon are highly consistent.

Work with the buyer to resolve the issue

If you resolve the issue to your satisfaction, you have the right to ask the buyer to remove the negative feedback. You do not have the right to force or offer the buyer incentives to remove feedback.

You can respond to feedback publicly. Where you made a mistake, apologize and explain how you resolved the issue. If the feedback violates the conditions set by eBay or Amazon, you can make a case for having the feedback removed. It will not be removed automatically, you need to request it.

Remove negative feedback on eBay

eBay's policy allows negative feedback to be removed in the following circumstances:

The feedback contains inappropriate content, such as abusive language

Information that identifies a person

Where feedback has nothing to do with seller performance

Buyer points out content that is obviously inaccurate

The buyer made a mistake when leaving feedback, or made an error during the checkout process

eBay has determined that it is necessary and appropriate to remove feedback and detailed seller ratings

Remove Feedback on Amazon

Amazon’s policy allows for the removal of feedback in the following circumstances:

Contains inappropriate content, such as abusive or obscene language

Identify individuals

Based on orders fulfilled by Amazon. You can cancel feedback

It’s all about product reviews. Amazon has a separate section for those

NOTE: If the feedback is part product review and part seller review, it will not be deleted

Handle feedback promptly

xSellco Fusion imports all neutral and negative feedback on eBay and Amazon into a powerful central dashboard. It categorizes all incoming messages from all sales channels, highlights negative feedback to alert you and help you correct the situation.

Benefits of help desk automation:

Shorten time to market

Improve seller rating

Reduce your resolution time

Enhanced customer experience

Save time and resources on administrative support

Give your support agents the tools to win

Responding quickly to negative feedback is critical to overturning a buyer's opinion. With xSellco Fusion, you'll never miss a negative feedback again. Fusion combines all sales order information and support activity to give you the full picture at once.

Fusion alerts you when negative feedback occurs, prioritizes incoming messages based on urgency, and displays when the SLA was violated.