Understanding User Feedback
User feedback is a critical component of the buyer-seller relationship, allowing customers to express their satisfaction or dissatisfaction with their orders. This feedback can be either positive or negative, depending on the buyer's experience. As a seller, it is crucial to prioritize delivering the best possible customer experience to maintain a high feedback rate. The feedback rate, which is calculated by dividing positive feedback by negative feedback, serves as a key indicator of your customer service quality. A minimum feedback score of 95% is recommended to reflect strong customer satisfaction.
Can Users Leave Feedback on Cancelled Orders?
Yes, users have the ability to leave feedback even if an order is cancelled. This is because a buyer’s experience isn’t solely tied to the receipt of goods; it also includes the overall transaction process. For example, if an order was significantly delayed before being cancelled, the buyer might leave negative feedback due to the time and inconvenience involved, despite receiving a refund.
Strategies to Prevent Negative Feedback
To minimize the likelihood of receiving negative feedback, consider the following strategies:
Inventory Management: Regularly verify that your products are in stock and ready for timely delivery immediately after purchase. This proactive approach helps avoid delays and cancellations.
Responsive Communication: Promptly addressing customer inquiries and concerns can greatly improve their experience and reduce the chances of dissatisfaction.
Customer Service Excellence: Cultivate a respectful and empathetic approach when interacting with customers. Demonstrating strong problem-solving skills can help resolve issues before they escalate to negative feedback.
Compensation Offers: When service issues occur, such as delayed delivery, consider offering compensation, like a discount on a future purchase or an additional item, to mitigate the impact of the negative experience.
Conflict Resolution: In situations where there’s a disagreement, strive to find a compromise that satisfies both parties. Seeking a middle ground can prevent negative outcomes.
Operational Precautions: If you are going offline or anticipate delays, pause your offers or extend delivery times. However, be aware that buyers may still expect faster service, which could lead to negative feedback if their expectations are not met.
Conditions for Removing Negative Feedback
While we believe in upholding the integrity of user feedback, there are specific situations where negative feedback may be removed by our customer service team. These conditions include:
Blackmail Attempts: If a customer attempts to coerce you into providing additional goods or services in exchange for removing negative feedback, this is considered blackmail and warrants feedback removal.
Feedback Bombing: In cases where competitors intentionally leave unjustified negative feedback on your orders to harm your reputation, such feedback can be removed.
Duplicate Feedback: If the same negative feedback is applied to multiple orders, only the relevant feedback should remain, with duplicates removed.
Mutual Agreement: If a customer agrees to remove negative feedback based on a resolution, such as a refund or replacement, and then fails to do so, our team can remove the feedback.
Unrelated Feedback: Feedback that is clearly unrelated to the order in question—such as off-topic comments, personal insults, or mentions of a different order—can be removed as well.
Important note: Feedback that is over a year old cannot be deleted.
To initiate the removal of negative feedback, contact our customer support team with details of the case. It is important to note that the feedback must align with one of the categories above to qualify for removal.
Please be aware that persistently requesting the removal of the same feedback without valid grounds may result in suspension. We ask that you respect the decisions made by our customer support team regarding feedback removal.