Think about how great it would be if every merchant you traded with had a display of customer comments posted in the store.  Whatever comment the customer has is there for all to read and the shopkeeper could not change a single word.  The shop owner could write comments about the customers and once written remains unaltered.  The customers would gain respect for those shopkeepers with positive comments and avoid the unscrupulous sellers.  A dream?  In the brick and mortar world it is; but in the virtual shopping mall of eBay it is a reality.  Right now.  The eBay Feedback Forum allows buyers to write and post their comments about any seller they have purchased from.  Likewise, the seller can comment about the buyer.    Perusing the feedback of a seller before you bid allows you to bid with confidence and the seller can exclude a questionable buyer.  Feedback makes eBay the great model of Internet commerce.  Posting feedback is the final step in closing a transaction.  eBay provides numerous links to easily click to the feedback form, it’s that important.  So important, your feedback rating is always displayed next to your eBay ID (the number in parentheses).  Ebay’s star rating system is based upon the number of feedback.  Without this public rating system eBay would be just another caveat emptor (buyer beware) marketplace.

The feedback form offers three options of feedback. Positive, Neutral or Negative.

The most common form of feedback is positive.  Both the buyer and seller involved
in a transaction should leave positive feedback if pleased with the results. 
Seller emailed in a timely manner?  Buyer paid quickly?  Fast shipment?  Product
as described or better?  Then say so using positive feedback.  eBay gives you
80 characters to post positive comments for each other.  Note, you have to be
involved in a transaction, as either the buyer or seller to post feedback and
the feedback must be posted within ninety days of the close of an auction. 
Left a comment and would like to add something?  You can review and add to a
previously left feedback.  Additionally, you can write a response to a feedback.
A positive feedback adds one point to a member’s feedback profile.

Neutral feedback can be used to post your comments about a transaction that didn’t go as smoothly as you expected.  Late shipments, emails, item not as described and vague communications might warrant a neutral feedback.  Should you consider leaving a neutral comment you should contact the other involved member before posting as a common courtesy, although not a requirement.  Often the differences can be mutually worked out and the neutral comment may become a positive comment for both.  Neutral feedback does not affect the member’s feedback profile, counting as a zero.

Negative feedback is the prime reason less than desirable sellers and buyers are soon excluded from the eBay marketplace.  Negative comments are red flags warning future buyers or sellers that this member has demonstrated a total lack of responsible behavior in prior transactions.  You should always try to resolve the dispute before entering a negative feedback.  Email the other to voice your problems and attempt to come to a mutually agreed resolution as a common courtesy.  Can’t work out a solution and the situation presents no options?  You then have a responsibility to leave negative feedback to warn other members of potential problems dealing with the member.  A suggested course of action if you are considering posting a negative comment is to wait until you can think logically about the situation and the emotions have had an opportunity to cool down.  The same applies to responding to a negative feedback.  Be careful what you post in your negative comment so it does not constitute libel or defamation remarks.  You can be held legally responsible and a court may require you to pay damages.  Negative feedback counts as a –1 and is deducted from your feedback profile.

Should you receive a negative feedback that has no basis there are options you can pursue.  eBay offers a method of removal but that is a rare happening.  Generally the best route to having negative feedback removed is through a certified dispute resolution service; but it is going to cost you $20.00 if the negative feedback is successfully removed. eBay’s approved dispute resolution provider is Square Trade Service.  Sometimes it may be better to just leave the comment, write your response and go forward depending on your circumstances.  A professional approach does not include leaving retaliatory negative feedback for the offending party.  Craft your response carefully and the eBay community will quickly realize the unjustified negative comment.  A classic case of getting lemons and turning them into lemonade.

The feedback system eBay has developed is the keystone to trust and success in the eBay world marketplace.  Feedback is far to important to be taken lightly so consider your comments carefully, striving for accuracy and always be truthful.

Remember to leave feedback for your transactions.  Checkout your potential trading partner’s feedback profile.  Take a look at feedbacks the member has left for others.  Guard against negative comments by providing accurate descriptions, detailed photos, timely responses and on time shipping if you are the seller.  The buyer should respond to emails on time, provide accurate information to your seller and send payments promptly.

Many sellers leave positive feedback for the customer when the payment is received.  The buyer knows his payment arrived and the product is in shipment.  Likewise, the buyer leaves positive feedback for the seller when the item arrives.  The seller knows the shipment arrived safely and the buyer was pleased.  This has proven to be a good system of leaving feedback and has the added benefit of reducing emails.

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Last Modified: 08.12.05

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