eBay continues making changes to the feedback system, extending visibility of both buyer and seller replies on listings, store pages and other places where feedback is shown across the site.
Over the past few months, we’ve been working to improve the feedback experience for both sellers and buyers on eBay by improving relevancy and displaying images. These feedback enhancements give potential buyers better insights into your products, and can add credibility and drive sales by instilling additional confidence while shopping. We’ve now made an additional update based on what the seller community says is a top request for how we display feedback.
Starting this week, sellers’ replies and buyers’ follow-ups to feedback will be shown on all places feedback is viewable. This update includes showing replies on desktop and mobile web pages, the view item page of eBay’s mobile apps, and the storefront feedback profile page.
Buyers will be able to see your customer service interactions on all positive, negative, and neutral feedback. You can reply to buyer feedback on your feedback profile page via a desktop computer.
Responding to buyer feedback is a great way to showcase your knowledge about your products, provide context for the feedback provided by buyers, and demonstrate your commitment to a great buyer experience.
We encourage sellers to work towards a solution with buyers who had unsatisfactory experience and attempt to rectify the situation. Responding to buyer feedback with additional context about how you followed up can be a key part of this process.
These changes come on the back of updates that default feedback sorting to "most relevant" instead of "most recent" and allows buyers to post publicly viewable images with their feedback comments.
Sellers have expressed concerns about images in feedback as buyers may upload false or misleading images or my show "free gifts" that were included with their purchase that could set unrealistic expectations for other buyers.
This latest change to show feedback replies everywhere feedback is displayed may be seen in a more positive light as it offers sellers a chance to provide context or additional information to counter the buyer's perspective or to showcase the seller's customer service efforts.
Let us know what you think of this latest eBay feedback change in the comments below!