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+--- Thread: What do you do when people send you negative on eBay? (/thread-57854.html)
What do you do when people send you negative on eBay? - zach p - 01-26-2013 06:03 PM
I signed them up for a bunch of magazine supscriptions what else??
- Renee House - 01-26-2013 06:11 PM
I believe eBay gives the seller the ability to respond to the negative ratings/reviews. Be professional of course, apologize if they have been inconvenienced in any way, and address their concerns in the response. If they did not elaborate as to what the issue was then still reply and ask them to send you a direct message explaining what their grievances are and the best way that they can be contacted (phone, e-mail, etc) and if by phone the best days and time frames they can be contacted. Make sure to address their concerns in a timely manner and be customer service oriented when doing so. If you are able to resolve the issue and they are happy with the resolution it is okay to ask them politely to update the review. Not to remove it completely, but to note that direct action was taken and their issue was resolved promptly.
Do not get a battle of he said-she said or tell them they should of contacted you beforehand instead of writing the bad review. It's the consumer's right to speak out about their shopping experience and many use a post to get the seller's attention. They feel that way you are more likely to resolve the issue. Have you seen what people will post on Twitter or business' Facebook pages? It's because they know companies monitor these posts and will address their concerns.
So, take it in stride, resolve their issue, and move on. It's usually the sellers that take charge of a problem and find a way to resolution that end up getting a more devoted customer than those that never had issues.