When you receive negative or neutral feedback, you have several options to respond:
- Learn from the feedback
Negative feedback is a great opportunity to learn about and improve your operational practices. When you are signed in on your profile page, you can see the buyer's name and the associated order number. In many cases, it's best to examine the order that received the negative feedback, fix any underlying problems in your business, and let your good record stand for itself.
- Resolve the issue and ask the buyer to remove the feedback
The best response to negative feedback is working with the buyer to improve the situation that led to the negative feedback, then ask the buyer to remove the feedback. To do this, contact the buyer about the problem and fix it, if possible. If you develop a positive relationship, ask the buyer to remove the feedback. Instructions on how to remove feedback can be found on our Remove Third-Party Seller Feedback page. When contacting a buyer, always keep in mind that pressuring a buyer is an unacceptable violation of our policies.
- Respond to the feedback
If you cannot work with the buyer to remove the feedback, leave a professional and positive comment in response to the feedback. To do this, go to your seller account and click Feedback under the Performance heading. When you find the feedback you would like to respond to, click the Actions link, and then click the Post a public reply button. You can remove the response later if you would like, and if the buyer eventually decides to remove the feedback, your response will automatically be removed.