Hit Below The Belt…….By One Negative Feedback. Revenge? Not So Fast..

Hit Below The Belt…….By One Negative Feedback. Revenge? Not So Fast..

Posted on 18. Jul, 2013 by in Archived Post

So, you want to see what one negative feedback on Amazon can do to your Seller Rating (see Figure 4)? It doesn’t matter how “off base” the feedback is either. As you can see, the buyer states in his feedback for me that my item “Did not work, 20 bucks down the drain”. Well, with the item he purchased, he receives 30-day post sale support which is clearly outlined in the listing. Yet, he did not utilize the support and states that we did not provide customer service. He also noted that our item arrived late, but as you can see in Figure 3 under “Deliver On Time”, you can see that we have received “100%” in that category over the past three months.

I am a bit suspicious of the buyers’ intention as a result of his feedback. On Ebay, it’s been known for some time that your competitors will purposely buy your item(s) and leave negative feedback in an attempt to sabotage your success. That’s what they consider part of the game on Ebay and it’s been going on for some time. Definitely not right, but it happens and I’m just not sure what can be done to stop it. My gut tells me that there was an attempt to under cut me……but, not absolutely sure about it. Regardless, you can see that it sank my Seller Rating  from 88 to 66 which is back down to “Fair”. So, from 97 orders, I have received 3 positive feedback and two negative (one in Spanish that I could not get him to translate to English). Ebay allows a seller to leave feedback for a buyer thus reciprocal feedback is important and can have an impact on future transactions for both parties…..Amazon does not provide the option to leave feedback for buyers and I believe that’s why I do not have a high amount of overall feedback as Amazon really does not have a mechanism that encourages reciprocal feedback.

Figure 1

Customer-Feedback-7-2013

In Figure 2 you can see the points impact on your Seller Rating as a result of negative feedback. It can be devastating. You can see how Amazon puts an emphasis negative feedback. Unfortunately, shady actions can cut through the best intentions.

 Figure 2

Seller-Rating2-7-2013

In Figure 3, you can see where I struggled early on with “Packages with tracking info” and “Late responses”. Note the “Target” column which identifies Amazon expectations from a percentages standpoint.

Figure 3

Customer-Metrics2-7-2013

In Figure 4, you can see my new Seller Rating which stinks at the moment……enough said.

Figure 4

Seller-Rating-7-2013

 

In Figure 5, regardless of the negative feedback, my overall Customer Satisfaction Metrics remain great. This is the result of a continuous effort to provide the best service I can in several area as shown below.

Figure 5

Customer-Metrics-7-2013

I guess I just needed to let off some steam and I appreciate you letting me vent my temporary frustrations. If this has happened to you before, I want you to know that it’s okay as it happens to so many other sellers. But, find a respectable way to vent and then get over it. The sooner you do that and learn from it, the better off you will be. It happens…..you’ll recover.

 

16 Responses to “Hit Below The Belt…….By One Negative Feedback. Revenge? Not So Fast..”

  1. Scott

    19. Jul, 2013

    I guess it really hurts at a personal level , this negative feedback.

    Especially when its so obvious that the feedback from this particular customer is not objective and hence not credible.

    Reply to this comment
  2. Gerald

    19. Jul, 2013

    Take it on the chin and move on Dave.

    I am sure genuine customers will realize that of the 90 odd transactions you are associated with there are only two negatives… That says a lot to a customer with common sense, never mind the ratings / weight age the e commerce site come up with

    Reply to this comment
    • Big Dave

      Big Dave

      21. Jul, 2013

      Hi Gerald,

      As much as I hate to admit it….you’re right. I need to take it on the chin and move.

      Reply to this comment
  3. raj

    19. Jul, 2013

    It is time the e commerce sites work out a more naunced approch to arrive at vendor reliability other than just banking on customer word.

    Reply to this comment
  4. nomansalehzada

    19. Jul, 2013

    Well Dave being a Freelancer i can understand how negative feedback can effect your overall earning and it really hurts when you put your 100% in any task and don’t get reward for your efforts, but You can overcome with continuous good work and hope you will do better , Good Luck

    Reply to this comment
  5. Taha ayub

    19. Jul, 2013

    Dave i have a question, isn’t there any aggregate system to judge seller’s performance? i mean i negative feedback should not have that much impact on your points, isn’t the customers that don’t give any feedback mean that they have received good product?

    Reply to this comment
    • raj

      20. Jul, 2013

      Tahas suggestion has weight.
      No comments from satisfied customers should also carry some weightage

      Reply to this comment
    • Hassnain

      21. Jul, 2013

      Yeah Taha i think you are right about that

      Reply to this comment
  6. Sarah Harris

    20. Jul, 2013

    If it’s true that another seller did that maliciously that’s absolutely abhorrent! It sucks so bad that some people want to ruin it for everyone else.

    Reply to this comment
  7. Mike

    20. Jul, 2013

    Do you think you could report them? Or at least go onto their account and see if they sell the same products as you? That’d be a giveaway if they did.

    Reply to this comment
  8. Matt

    21. Jul, 2013

    U should try and delete the offending comments in question and move on.

    Reply to this comment
  9. Sky

    17. Aug, 2013

    If the person did this in an attempt to undercut you, that is just bad, pathetic business. I would hope that Amazon is not following in the footsteps of Ebay. As frustrating as it is, I think the only thing you can do is continue to work your business and hopefully gain more positive feedback to offset the negative. Sometimes there’s nothing you can do to make a customer happy.

    Reply to this comment
    • Big Dave

      Big Dave

      18. Aug, 2013

      I really do believe someone did this to undercut me, but I don’t think there’s anything I can do about that issue. Regardless, I’m still doing what I can to provide the best post sale service possible.

      Reply to this comment

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