![]() This will enable you to assess the situation with a clear mind and ensure that you’re not responding with something that will make the situation even worse, and have negative implications on your reputation. If this happens, and especially if the review is overly harsh, we would recommend that you leave it 24 hours to calm down. How to best respond to these points of criticism when they aren’t justified, however, isn’t always the easiest of tasks.Īn example of an unjustified review could be a complaint about the product itself, or its’ color, material or size, despite the details being accurately conveyed in the images and product description. How to respond to negative feedback that isn’t justifiedĪt some point in your selling career, it is likely that you will receive negative feedback that you don’t agree with. You business might benefit from an investment into a robust and reliable inventory management system to remove the risk of human error. If negative reviews reveal a consistent trend, such as an incorrect order being received, then you may want to review your internal processes. You should be professional at all times, apologizing for the inconvenience and negotiating a reasonable settlement, whether that be an exchange for the product or a full refund. In this instance, it will need to be resolved quickly and appropriately. Unfortunately, mistakes can be made, for instance a product could be damaged or the customer may have been sent the wrong size or color of an item, or worse the wrong item altogether. How to handle justified negative reviews. Specifically, there will be negative feedback that you accept and agree with and feedback that you think is unjustified or just plain wrong. ![]() Instead, what you should be questioning is how to respond to the different types of negative reviews. In our opinion, ignoring a negative review on eBay or Amazon speaks volumes, and will have worse implications than the risk of generating more attention from responding. So, how are sellers supposed to handle negative feedback on eBay and Amazon? There is, however, an ongoing debate as to whether sellers should or should not respond to negative feedback, with some arguing that failing to respond may be construed that the seller doesn’t care about their customers, while responding can make the feedback stand out even more.įor many marketplaces, including the likes of eBay and Amazon, negative reviews are a significant cause for concern for merchants, for the simple reason that bad feedback on these sites can influence your overall performance as a seller. While as an online seller it is in your best interest to get positive reviews, regardless of whether you’re selling on Amazon, eBay or any other marketplace, unfortunately negative reviews do happen, even to the best of us. ![]() Customer reviews are extremely influential when it comes to a customer’s decision to purchase your product, after all it can either eliminate any doubt they may have and convince them to buy, or can put them off completing the sale and at worse, tarnish your brand’s reputation. ![]()
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