Part 1: Who Else Wants To Know The Reasons Why Customers Leave Negative Feedback On eBay – eBay Feedback Revision Series By eBay Virtual Assistants We are approaching holiday season, and now it is time for lot of eBay business. Do you want to be prepared with 100% feedback score for better sales? If yes, please read on while we discuss the most common reasons why customers leave a feedback on you. Are you thinking how we know the reasons? Well, because we are a team of eBay virtual assistants working on client stores for years now. We work regularly on feedback management and we therefore know, what can lead your store to a unwanted feedback. Once you know the reasons, you can work on how to avoid these at the first place. If you have already got lot of negative feedbacks, our next post will discuss ways how you can get the feedback removed.
Now let us see the Top 4 reasons that may lead to negative/neutral feedback for your eBay store. If you check any eBay store, mostly negative feedback would be left due to unclear return policy procedures, shipping issues, unclear item descriptions, and poor communication with customers. Here are the reasons in details -
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Reason #1: Unclear Return Policy Customers prefer to buy from an online store that accept return if the product is not satisfying. Therefore, you must have a return policy in place. If you do not have a return policy in place, here is our article on “5 tips on how to write return policy.” If you need help, contact us.
Reason #2: Issues in Shipping When there is a delay in shipping, it would be good if your customers are pre informed about the reasons and issues in delays. This would certainly build a healthy business relationship with your customers. You can also send emails to customers with the shipping information as soon as the item is shipped with a clear expected delivery date. Also do not forget to mention where you ship from. When customers do not get necessary information, they may get irritated or upset when items dont arrive by their expected date. So, let them know what will be the expected date approximately. Make sure that you have a clearly defined “DO NOT SHIP COUNTRY LIST” in case you do not ship to certain countries for shipping difficulties. If you do not have clear information on this, you might get orders from these countries and then end up getting a feedback for unexpected order cancellation. Shipping information NEEDS to be clearly defined as maximum feedback are due to ‘Still not received”, “received very late”, etc. If you are busy with other things and do not have to ship the same day, hire experts who can print the labels for you on time and then you can just put the products in packages and ship out. Shipping on time is very important.
Reason #3: Unclear Item Description We can say from our experience, 25% of feedback result due to product not clearly or honestly described in Item Description. Here is a useful post by us on “ How eBay Topsellers write listing descriptions that sell” So make sure you describe everything about the item clearly, shortly and honestly. If something is not mentioned due to reasons like color or size or warranty and if customers come back due to that particular issue admit the mistake and offer her an immediate solution for her problem. Simple efforts can make a big difference. By following
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“3 Tips To Convert Your New Customers To Repeat Customers” you can ensure that your customers stick to your store for long.
Reason #4: Poor Communication With Your Customers Friendly and polite emails can make your customers feel better immediately. Whenever you respond, write pleasing and polite emails to comfort your customers. Respond to your customers promptly. Maintain a TAT or time frame to respond every query. This way, your buyers won’t get disappointed as their queries and issues are promptly solved. Remember there is no big advertisement than your customer’s satisfaction. So do your best to solve customer’s queries. Our next post will be on “Little Known Smart Ways To Remove Negative/Neutral Feedback”. Make sure you grab our RSS feed for updates. We would love to be connected with you on Facebook and Twitter and share more news and updates with you regularly. If you are too busy managing your store, it is wise to delegate to eBay Virtual Assistants for better business.If you need assistance in managing your store, please contact us. We never work for your competitors.
“We do not work for your competitors”
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