Feedback
Returning to the main “My eBay” page, the next tab to look at is “Feedback.” Feedback is eBay’s system for rating buyers and sellers. If your customers are satisfied with their transactions with you. If, for some reason, they aren’t, they will leave negative or neutral feedback, which affects your score and, if you get a lot of it, may make future buyers less willing to risk bidding on your auctions. It is a good idea to exercise caution when leaving negative or neutral feedback: the eBay community does have some informal feedback etiquette expectations, most of which are covered by common sense.
Both the buyer and seller get to leave one feedback rating per transaction. Some buyers get put out if the seller doesn’t leave positive feedback as soon as they are paid, but it’s a good idea to make your own decision about when you’re comfortable leaving it. Remember, the feedback is meant to reflect the whole transaction, which begins when the buyer places a bid, and ends when he receives the item (unless there is a problem, in which case it ends when the problem is resolved). The buyer may pay without a problem, then raise havoc when the item arrives–you just never know. Myself, I tend to leave feedback once I’ve got the money (and before I can forget to do it–ha, ha!) Once you have left feedback, you cannot edit it, so watch those typos!
Most of the time, the transaction will go just fine, and you and the buyer will exchange positive feedback. However, every once in a while, there will be a problem, generally involving a bidder who doesn’t pay. When this happens, it’s important to be patient, and give the buyer the benefit of the doubt. It’s a good idea to allow a few weeks’ grace before leaving a public complaint on their record, because a lot of buyers will turn right around and give you a retaliatory negative, claiming they weren’t given a chance. The best way to counteract this is to give them plenty of time to pay, then leave a matter-of-fact comment, something like this: “End of auction d/m/y. Not paid by d/m/y.”
They may still leave you negative feedback, but buyers can compare their feedback on the transaction to yours, and see that they were given a fair chance and simply didn’t pay.
I mentioned the option of bid cancellation earlier, and the main reason for refusing a bid/blocking that bidder would be that the bidder’s feedback profile contains an alarmingly high number of non-payment complaints. It may not be worth the risk to allow someone like that to win your auction, especially if other bidders with good records are also interested.
Until recently, the only way to get rid of negative feedback (unless it met certain criteria for removal by eBay–profanity and the posting of personal information, mostly) was to pay $20 for mediation or to get a court order for removal. Recently, eBay has instituted a mutual retraction program, which removes all feedback for the transaction in question. Once removed, feedback cannot be replaced.
Contacting your Buyers
At any time during a transaction with a buyer, you can click on their name and use the “Contact Member” button to get in touch with them. You can either send them an e-mail directly, or send one through eBay using the contact form provided. If you need to get any information from your buyers following the auction, such as location for shipping calculations, this is the easiest way to do it. You’ll want to contact your buyers as soon after the auction as possible, to ensure a quick transaction. The faster your items reach their destination, the happier your buyers are going to be, and the more likely they are to shop with you again. Many eBay shoppers return again and again to their favourite sellers, and being prompt and friendly with your communications is the easiest way to keep them coming back for more.
Resources for Artists
EBSQ’s service for self-representing artists is a great way of getting exposure for your auctions and your art. If you are selling original work on eBay, and want to give your buyers the added security of knowing you belong to a well-respected and established group of sellers, this is an excellent service for you.
http://forums.ebay.com/db2/forum.jsp?forum=35
The eBay community art forum is a good place to discuss issues important to artists on eBay, and occasionally get answers from eBay representatives.
Article by Socar Myles.
