We review products independently, but we may earn affiliate commissions from buying links on this page. Terms of use.

10 Tips to Avoid Negative eBay Seller Feedback

Our team tests, rates, and reviews more than 1,500 products each year to help you make better buying decisions and get more from technology.

Our Expert
LOOK INSIDE PC LABS HOW WE TEST
65 EXPERTS
43 YEARS
41,500+ REVIEWS

While many eBayers are acutely aware of the recently announced fee hike—thinly disguised as an "insertion fee decrease"—few may have noticed another change that's likely to have a far greater impact on both buyers and sellers.

For years, eBay's feedback system has been the foundation of trust at the world's largest garage sale. Buyers can publicly praise or condemn sellers based on the service they receive, and in turn, sellers can do the same. These ratings then serve as guidelines for future trading partners. But starting in May, 2008, sellers can no longer leave negative feedback about buyers under any circumstances, leaving their own reputations—and more, as it turns out—subject to the whims of newly emboldened bidders.

The change will certainly be a hit with buyers, who for the first time can post negative feedback for the worst sellers without fear of retaliation. eBay will no longer be a safe haven for sellers who charge $18.99 to ship a 35-cent item, hucksters who sell broken cameras described as "like new," or hoodlums who just take your money and run.

But along with the bathwater goes the baby: Honest sellers have now lost their only means of defense against the droves of belligerent and inexperienced buyers who won't forgive even the smallest mistakes. Sell a used CD with a scratch on it and you could get negative feedback. Post office loses your package and the disappointed buyer may take it out on you (even after you've issued a refund). Refuse to ship a package to a buyer's "unconfirmed" alternate address—in accordance with PayPal's strict guidelines, by the way—and the frustrated buyer will reward you with negative feedback and a product you now have to try to sell to someone else.

The kicker is that soon after the change, negative feedback and the accompanying 1-to-5 star "detailed seller ratings" can affect more than just your reputation. Sellers with less-than-perfect standing will have their wares demoted in search results and—in severe cases—have their payments withheld for up to three weeks (during which time they're expected to ship their customers' purchases as usual).

In exchange for levying these new burdens upon sellers, eBay has promised to improve its admittedly lackluster policing of the marketplace (details at pages.ebay.com/sell/update08/overview). If this feels like small consolation, here are ten things you can do to reduce the likelihood of negative feedback and keep your reputation from being tarnished needlessly when selling on eBay.

This article originally appeared on PCMag.com.

1. Return Policy

Write up a carefully worded return policy to give buyers clear incentive to contact you in the event of a problem instead of leaving negative feedback, and then refer to it in your auction description so that your customers don’t miss it.

2. A Friendly Letter

Include a friendly letter in every box you ship out that explains your return policy. The goal is to educate your customers and train them not to leave feedback first and ask questions later.

3. Clear Photos

Blurry, dark pictures (left) are a recipe for negative feedback. Take clear, well-lit photos (right) of the item you’re selling so the customer knows exactly what she’ll receive. Cell-phone cameras just don’t cut it here.

4. What's Included

Expectation management is the key to happy customers: Start by clearly spelling out each and every item included in your auction. Next, elaborate on your item’s defects, even if it makes your item sound worse than it really is. If the item arrives in better shape than the customer expected, you’ll get glowing feedback (and often more bids) as a result.

5. Report an Unpaid Item

Sellers can report nonpaying bidders (NPBs) with this page and get most of their eBay fees back when a transaction falls through. But beware: Some bidders may take it personally and reprimand you in retaliation, so use it only for completely unresponsive bidders.

6. Suspicious Bidders

Monitor your listings and keep an eye out for suspicious bidders. Examine the recent feedback of bidders with low scores, which may indicate not bad bidders but inexperienced ones (the ones most likely to leave negative feedback).

7. Blocked Bidders/Buyers

If another eBay member ever causes you trouble, add that member’s ID to your Blocked Bidder/Buyer List. This includes sellers for whom you’ve recently left negative feedback. The last thing you want is a buyer with a grudge to bid on one of your items without fear of reprisal.

8. Completed Listings

Before selling anything on eBay, search through completed listings to find out what it’s worth. Selling a worthless item is not only a waste of your time, it’s also a virtual guarantee of a disappointed customer and a blotch on your record.

9. PayPal Shipping Tools

If the customer paid with PayPal, use PayPal’s shipping tools to enter the package’s tracking information even if you didn’t ship from the PayPal Web site. That way, the customer can track the package without waiting for you to dig up the tracking number.

10. Mutual Feedback

Finally, never leave feedback for a buyer until you’ve received positive feedback yourself. Even though the fear of retribution is now gone, a buyer is still more likely to contact you in the event of a problem if you haven’t played your only hand. Look for the thought bubble icons on the Feedback page in My eBay to see who’s left feedback for you.

About Our Expert

David A. Karp

David A. Karp

David A. Karp is the author of Windows Vista Annoyances (O'Reilly), as well as a dozen other books on technology. His books are available in nine languages, and can be found in bookstore shelves and under short table legs worldwide. David scored 30.96647% on the Geek Test, earning a rating of “Total Geek”; if you earned a higher score, he's not impressed. He’s a compulsive tinkerer and a master craftsman, and he works hard to conserve energy, even though he knows full well that energy is always conserved.

Read full bio