My Online Journey – Entry #1 – How to avoid Negative Feedback

Negative feedback can kill your business!

Would you like to know the reasons for this and how to avoid negative feedback? Then please carry on reading…

Since I have a long history in buying and selling merchandise online and want to retain a solid reputation, it was important to study the reasons behind negative ratings. Naturally NO ONE wants negative ratings because they make us look bad as sellers or buyers but sometimes we can learn a great lesson from receiving negative feedback.

If you selling on any online platform like BidorBuy or eBay, Amazon etc. people are going to look at your ratings most of the time before they buy from you.

WHY DO PEOPLE GIVE NEGATIVE RATINGS?


There are many reasons why but the number one reason is (drum roll)…

1. COMMUNICATION – Don’t leave your customer hanging for days after they bought something and paid you. Let them know you making progress and give them an ETA (Estimated time of arrival). Buyers, don’t leave the seller hanging, they make a lot of effort, at times they pay advertising fees, you should pay the seller within 7 days (max) or in the time required otherwise communicate to make alternative arrangements.

2. No Delivery or Late Delivery – Some customers get annoyed after not receiving their product on time and simply leave negative feedback. Make sure the ETA is clear in your advert or shipping description (especially if you drop-shipping) otherwise you will have nothing as proof to refute a negative rating and it will stick.

3. No follow Up – Its a good idea to track the item you have sent to see when it arrived, follow up and make sure the customer is happy with their purchase, if they unsatisfied in any way, help them solve their issue.

4. They not happy with the product – Quality of the product is not what they expected.

5. Wrong Color! – I really try figure out how sellers get this right. Always label your stock if dealing with bulk order loads, you will spend less time making a card or a simple white paper label than dealing with a disgruntled customer that could potentially give you a negative and you will never hear from them again.

6. False Advertising – Do not falsely advertise anything! Size, value, specs, performance, functions etc. You will loose reputation and invite negative feedback.

7. Knock-Offs – Do not pass off “Knock-Offs” as genuine or original products! Same applies as above (6). There is no way to get out of this one and you risk getting your account suspended.

RATINGS WILL MAKE OR BREAK YOU!


Most online shoppers check if you have negative ratings before they buy from you. If they notice a few they might want to know why you got them. Too many boo boo’s and they gone with the wind.

Positive ratings create trust. The more trust you gain the easier it becomes to sell products. Competition is not only about selling the coolest gimmick at the cheapest price possible, true competition lies in the standard of service! If “Online Seller 1” is selling an iPhone for $5000 but has 95{87e56780531fb49397975d6ccdf5fd583fe12882c640bab7ecd9d9198b593911} feedback history with 20 negative ratings and “Online Seller 2” is selling the same iPhone for $5250 but has a 100{87e56780531fb49397975d6ccdf5fd583fe12882c640bab7ecd9d9198b593911} feedback history, no negatives. As a buyer who would you buy from?

TIPS

  • If you apply this golden rule and stick to it you might experience not ever getting a negative rating, with exception to those who sometime give them out of spite or without good reason which can usually be revoked. So here it is… “The Customer is ALWAYS right”. In other words, even if you don’t perceive them to be right, just make a decision that they are! If you stick to this rule you might hardly ever see a negative rating. Trust me because I have learned this the hard way.
  • Do not give ratings when you are emotional! This is a common mistake made both by sellers and buyers, I am also guilty of doing this. If you a seller do not jump to conclusions when you don’t get paid in 7 days or in the required time, give the buyer a courtesy call if possible when they not answering their emails. Many times people forget they purchased something so there is no harm in kindly reminding them they have an outstanding order or payment. Same goes for buyers, instead of giving that negative, contact the seller first and ask them to resolve your problem. A lot of sellers don’t have time to follow up (they should) and make sure you got everything PERFECT so let them know.

HOW TO AVOID GETTING NEGATIVE RATINGS?


  1. Come up with a solid contingency plan in your policy (shipping or advert description), preferably both. Making sure all buyers know how long they going to wait before receiving their parcel and can see this clearly BEFORE they purchase from you. If you get a negative rating you will have no proof otherwise.
  2. Offer a full money back guarantee! There is no reason for any buyer to give you negative feedback if they can just return the product (t&c’s apply of course) and get a full refund.
  3. Provide a safe and trustworthy source of payment. If you not using traditional platforms like eBay, Amazon, Shopify etc. then make sure the payment gateway is SECURE, to protect yourself and your customers.
  4. Be friendly and SUPER nice. Some people give negatives or neutrals just for your attitude towards them. Make them feel important because they may support you long term. You don’t need to make best friends and invite them on Facebook, just be sincere and treat them as if you were them and they are you.

I JUST GOT MY FIRST NEGATIVE RATING! WHAT DO I DO?!


  1. Don’t panic!
  2. WHAT DID YOU DO?!!!… Just kidding 😀
  3. If you not a diplomatic person by nature then seek advice from an expert about this, generally the platform you using to trade will have support. If you not confident in approaching the buyer or you afraid you will make it worse, let someone help you. I am not proclaiming myself to be an expert by any means but I have eight years experience in dealing with online customers who have given me a lot of negative ratings for many different reasons. I have been able to resolve most cases successfully (99{87e56780531fb49397975d6ccdf5fd583fe12882c640bab7ecd9d9198b593911}) so please feel free to contact me if you get stuck dealing with negative feedback and I will help you to the best of my ability.

I encourage any comments below and suggestions for topics you might want me to write about that will help you with YOUR online journey!

Best regards,

Kamil

 

 

12 Comments

  1. Kurtis Quick

    Basically what I got from this is be true to your word. Just because you are online does not mean you can take your sweet time. be prompt with your services and delivery. Don’t try to take advantage of people when you are hiding behind your computer.

    Thank you for this post

    Reply
    1. Kamil (Post author)

      Hi Kurtis

      So true! We should treat our customers just as if we were running a physical store and take it even more seriously since its harder to earn trust online than in person.

      Regards,

      Kamil

      Reply
  2. Peter

    This is probably the #1 reason why I promote products and stay away from the selling. I hate customer complaints and dealing with them. I also always look for good support when buying anything online. There is no greater frustration than being ignored. Great list of tips on how to avoid negative feedback. Really well done, thanks for this.
    Peter

    Reply
    1. Kamil (Post author)

      Thank you Peter 😉

      I truly dislike unhappy customers and have made an effort over the years to learn methods of solving ALL kinds of problems.
      Negative ratings can also be a great indicator for what needs to change and improve in a business.

      Best regards,
      Kamil

      Reply
  3. Nico Rocha

    I think that you should just be really honest with people regarding your service and tell them the whole truth on what happened (provided you made them angry) Customers would really appreciate it if you’re really easy to reach and that establishes a certain kind of trust within the buyer and the seller that their satisfaction is what matters. Other people would see this and may thus reverse the negative trend that has just happened to you.

    Reply
    1. Kamil (Post author)

      Hi Nico

      This is very true, often when someone is jumping down our throat for bad service we have tendencies to retaliate or excuse our poor performance but at the end of the day we have to get inside the customers shoes, empathize and solve their problem to the best of our ability (with a BIG smile on your face) 🙂

      Regards,
      Kamil

      Reply
  4. Michael

    This is really helpful in avoiding negative feedback, you are so right, the negativity can kill the business, the 7 reasons you give are excellent and needs to managed very closely, thanks for sharing all this!

    Reply
    1. Kamil (Post author)

      Only a pleasure Michael, glad you found it useful 😉

      Regards,
      Kamil

      Reply
  5. Helder

    Feedback ratings are SO important. I completely agree – whenever I make an online purchase the reviews section is a huge component for me. All else being equal, I’ll always go with the product or seller that has the higher review. Good post!

    Reply
    1. Kamil (Post author)

      Thank you Helder.

      I’m sure its fair to say that most people take this approach when buying.

      Regards,
      Kamil

      Reply
  6. Oren

    Hi Kamil,

    Great points! I’ll agree the best defense is being proactive and communicating with your customer. Silence is NOT golden!

    On the other hand, we have to deal with those who leave negative feedback in spite of your best efforts.

    Some places like eBay have grown hostile to the “little guy” sellers by penalizing them for anything less than a 5-star rating or a missed “estimated” delivery date.

    That’s why really like having my own affiliate marketing website as opposed to selling on eBay or others. I can focus on making my customers happy rather than making “their system” happy – A system where one bad apple can shut you down.

    Thank for sharing!

    Reply
    1. Kamil (Post author)

      Hi Oren

      Thank you for your valuable input here!

      It’s harsh from eBay but the bigger they grow the harder it is to deal with queries and problems caused by sellers who are not yet orientated or experienced so they raise the bar to avoid this.

      I agree that having your own website is MUCH better in the long run.

      On the other hand eBay already sends targeted traffic to your listings so this can also be a huge advantage.

      One just has to find a balance or what works best.

      All the best 😉

      Kamil

      Reply

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