Are you a buyer looking for information on feedback disputes? Read our article on handling feedback disputes with sellers
While most transactions go smoothly, you might receive negative feedback from time to time. If this happens, first try to resolve any specific issues by contacting your buyer. If you’re able to address their concerns, you can ask them if they’ll revise their original rating and comment.
If the buyer decides to leave their feedback unchanged, we recommend that you leave a reply in order to provide your version of events or add context to the buyer's comments. This can help to reassure the buyer that you care, and also demonstrates to other buyers how you handle any concerns.
Tip
Remember, buyers don’t expect to see 100% positive feedback, but they do expect you to try and resolve their issue if something goes wrong. Make sure you show off your great customer service with a considerate reply.
How to view and reply to feedback
You can reply to your buyer’s feedback from your feedback profile. Find the feedback you want to reply to, and select Reply on the right side of the page.
Once you reply, your comment will appear directly below the buyer’s feedback comment. You can only reply once to a feedback comment, and you can’t edit or retract that reply.
Reply to your buyer's feedback - opens in new window or tabHow to send a feedback revision request to your buyer
You can only request a revision for feedback that is less than 30 days old, and can make 5 feedback revision requests per calendar year.
Request a feedback revision - opens in new window or tabTip
For every 1,000 feedback ratings you receive during the year, you can make 5 additional feedback revision requests per year.
What happens when you ask for a feedback revision?
When you send a feedback revision request to a buyer, we'll send them an email with all the details.
The buyer then has 10 days to either:
- Revise the feedback: If the buyer accepts the request, we'll guide them through the process of changing their rating and comment. When they revise feedback, their original comments will no longer be visible on eBay
- Decline the request: If the buyer declines the request, they can choose whether or not to share their reasoning with you
If the buyer doesn’t respond within 10 days, the revision request will expire. Remember, even disappointing feedback is just one person’s opinion and won’t affect your seller performance.
In some cases, we may remove feedback. You can learn more about this in our Feedback policy. To request feedback removal, visit Seller Help - opens in new window or tab.