Responding to Negative Feedback With Class

Ok, you admit it, you goofed up. Big Time. And you are now the not-so-proud owner of negative feedback on eBay. What do you do?

First, did you deserve it? Did you ship out Barbie instead of G.I. Joe? Did you send out an item surface instead of by next-day air which the seller paid for? Did you call something mint that was actually well worn? If you deserved it, and the buyer didn't give you the chance to rectify the situation and you find yourself with a negative feedback, do not respond with your own negative. It wasn't the bidders fault, it was your own fault, so don't retaliate with your own negative feedback.

If you did deserve it, even if you weren't given the option to correct the mistake, respond to your negative feedback with class - you will come across looking professional, and other potential bidders who see the negative feedback will realize that.

If you are mad (and who wouldn't be after receiving a negative feedback, whether it is deserved or not) wait at least a day before responding to the negative feedback. If you want to respond with class, it will turn out anything but if you respond while hot-headed.

To respond, go to the eBay feedback forum, and click on "Review and Respond to Feedback Comments". Find the negative feedback, and click on the respond link. Then enter your response in the box. And use that space to discuss what went wrong with that particular auction.

What constitutes as a classy response?

"Oops, I accidentily sent wrong item, not given the option to correct"
"I mixed up shipping choices with two auctions - refund for diff on the way"

When you respond with class, it shouldn't affect your auction sales. But if you rack up more than a couple negative feedbacks, even with great follow-up responses, it could start causing bidders to bid elsewhere.

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