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What does it take to maintain a great seller rating on eBay?

Difficult Customers on eBay

What does it take to maintain a great seller rating on eBay?

Every time someone passes through the virtual doors of your online shop-front, one of the first things they look at is your feedback rating. It’s a quick, hassle-free method of determining how trustworthy you are, offering passers-by a detailed breakdown of how well you communicate with your customers, how speedy your delivery is, and the general condition of the items you sell. Predictably, most buyers only want to deal with those vendors whose feedback rating sits above 90%. Therefore, it’s crucial you keep your clients happy, especially if you want your eCommerce venture to succeed on eBay.

Nothing gives a customer peace of mind like scrolling through page after page of glowing feedback; it builds confidence and trust, draws in new custom and encourages repeat business.
So, how can you guarantee good feedback from your customers? First of all, you need to become intimate with eBay’s rating practices. There are four key areas in which sellers receive detailed feedback ratings. These are: accurate description of item(s), communication, shipping time, and shipping and handling charges.
To ensure your feedback ratings remain as positive as possible, make yourself open and available to customers at all times. If a customer contacts you with a query or complaint, aim to respond within 24 hours.
Partner with a parcel delivery firm, or install shipping software, to keep on top of your orders and ensure they reach customers in good time. Offering free postage and packaging is also a guaranteed ratings winner, as it will automatically net you five stars out of five in the shipping and handling category.
Keep your clients informed every step of the way, offering updates, notifications and delivery information. Finally, always try to be honest and upfront; if you’re having trouble fulfilling an order, let your customer know, they will appreciate not being left in the dark and remember you went that extra mile to keep them in the loop when the time to leave feedback arrives.
When you describe your wares, be as accurate as possible. If your item has any dents, tears, scuffs, or dog-ears, make sure to include them in the description. A lot of negative feedback stems from sellers peddling damaged goods as new. A slight wrinkle on a book’s dust jacket might not seem like a big deal to you, but for a customer, it could make all the difference between a positive and negative rating.

Parcelhub provides business courier services to over 500 eBay, Amazon and eCommerce retailers, saving them time and money on their parcel shipping.

Simon Wright

As SEO and Content Marketing Manager at the Whistl Group, Simon has over 10 years' experience in both B2B and B2C marketing, and as a result, offers a unique perspective on the pre- and post-checkout delivery experiences. Simon writes regularly for both the Parcelhub and Whistl blogs and is passionate about helping retailers make delivery their competitive advantage.

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