Have you received negative feedback on eBay? Don’t worry! There are steps that you can take as a seller to help mitigate or remove the negative feedback.

In this video I will teach you how to:

1) Contact eBay Support to see if a customer service rep can remove the feedback.

Feedback reported to eBay will be removed in the following instances:

• When the Feedback was the direct result of a program error, website issue or systemic delay in communication (or shipping).
• The buyer left negative Feedback, but the item is still unpaid.
• You couldn’t contact the buyer because their communication preferences that they provided are wrong.
• If a buyer has been suspended or banned by eBay.
• If you blocked the buyer, but they purchased the item with a different account.
• If a comment is in clear violation of eBay policies (i.e. if it contains links to another website, or if seller or uses obscene, racist or profane/vulgar language).
• If the buyer posts your personal information (i.e. phone number, home address, ect.).

2) Send the buyer a feedback Revision Request Form

Contact the buyer via eBay messages to see if they would be willing to change their feedback. Oftentimes, if you can resolve the buyer’s issue, they are happy to help!

Follow these steps:

a) Click on My eBay at the top right corner, and then click on the Account tab.
b) In the “My Account” column on the left, click on “Feedback.”
c) Click on the "Request Feedback Revision" link under “Recent Feedback.” Alternately, you can click on the “Go to Feedback Forum” link and click “Request Feedback revision” on the right side of the page, under “Feedback tools.”
d) Select the Feedback that you want to request a revision for.
e) Under the line “Give the buyer a reason for the request," state the reason why you would like to have the Feedback revised.
f) Once done, click the “Send” button. The buyer will receive an email with your request.
g) Let the buyer know that they only have 10 days to respond to the feedback revision request. If they don’t change their Feedback in that time…it becomes permanent.


3) How to Reply to Feedback from Buyers

• You can reply to feedback that buyers have left by clicking on the “reply” link next to the feedback
• PLEASE NOTE: After leaving your reply…you cannot make any change or remove the feedback!
• If you chose to leave a follow-up comment, remember to be professional and polite (only stating facts).
• Remember, your future customers will see how you respond to customer issues.

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