Gestión de tu negocio

Updates to how feedback is displayed and collected

When: February 2022

Where: ebay.com

eBay is evolving how it encourages buyers to leave feedback, as well as how it displays feedback and other information about your business, to help buyers get to know your brand and feel confident buying from you:

• eBay is launching an updated and simplified way to help you get ahead of negative feedback in the eBay app before you’ve had a chance to resolve the issue with the buyer.
• It’s getting easier to collect and leave feedback, with automated reminders for buyers in some categories, and new ways to automate leaving feedback for your buyers.
• Important information about your brand and business will now be more visible to buyers, no matter what platform they’re shopping on.
• Your Store will be getting a new Feedback tab to showcase customer feedback about your business.
• You may see new information about your business displayed on your Store and View Item pages, as eBay continues to test and refine what’s most effective at driving sales for you.

Helping you get ahead of negative feedback in the eBay app

With increased visibility on your feedback, it’s important that your buyers see an accurate picture of your business — not one that’s marred by an unfair negative review. 

That’s why, starting in late spring, eBay will be rolling out a simplified way to help you avoid negative feedback. If a buyer starts to leave negative feedback on the eBay app before they’ve contacted you on the eBay platform, it will automatically encourage them to reach out to you and give you a chance to resolve the issue first. 

eBay is also making sure that buyers see a streamlined and friction-free way to contact you before they leave negative feedback on the eBay app, to make it easy for them to reach out to you first. 

As eBay rolls this out, it’s a great opportunity to win buyers over and turn a negative experience into a potentially positive review.

Making it easier to collect and leave feedback

Collecting and leaving feedback not only helps build your brand reputation, it also inspires trust as you build relationships with your buyers. To help you do that, eBay is launching in-line notifications for buyers on the eBay app to proactively remind them to leave feedback and help shine a light on great buying experiences. 

After an item’s estimated delivery, some buyers using the eBay app will start seeing a notification to leave feedback. This will be rolled out for refurbished inventory over the coming weeks and gradually expanded to more categories throughout the spring and early summer.

eBay is also announcing in this Seller Update that all sellers will have access to previously subscription-only features free of charge. This includes a new way to quickly automate leaving positive feedback for your buyers. Streamline how you leave feedback for your buyers, and make it even easier to keep them coming back because of your great customer service.

Your brand and feedback will be more visible across all platforms

eBay recently announced updates to the View Item experience on mobile web, with important information about your business getting a more prominent display. These updates have continued to show an overall positive impact on sales and conversion and will be expanding to the eBay app and desktop. 

Your seller name, logo, and feedback rating already appear directly under your listing’s title on mobile web and on desktop — now, you’ll start seeing the same experience on the eBay app. With more than 60% of eBay transactions having a mobile touchpoint,* and with the eBay app one of the most popular shopping apps in the US,** these updates will help give your brand and business as much visibility as possible.

Your overall seller feedback and most recent feedback comments will also be displayed more prominently in the “About this seller” section across all platforms, not only on mobile web. 

Buyers will start seeing these updates on the eBay app over the next few weeks, and on desktop over the coming months. 

Updates to Stores to help you grow your customer base

As Stores continue to evolve into a world-class tool to showcase your products, brand, and business, eBay is making it easier for buyers to find your Store; and giving them an at-a-glance view of your feedback, to build confidence buying from you.

In 2021, eBay added a new way for buyers on mobile web to find your Store, with an easy-to-find link on your View Item page. This will be expanding to desktop and the eBay app — helping buyers on any platform quickly and easily navigate to your Store.  

Once buyers are in your Store, they’ll start to see a more complete picture of your business with a new Feedback tab. 

This new tab will showcase your customer service and the quality of your products by displaying your seller rating and your most recent feedback comments. From here, buyers will also be able to click into all of your feedback.

The new Feedback tab has already been rolled out for buyers on the eBay app, and will expand to all buyers across desktop and mobile web by early summer.

More ways to build trust with your buyers

Displaying the right information about your business in the right place can build trust and entice buyers to make a purchase — and drive sales.

eBay research shows that buyers want more information about your business to help them make purchasing decisions. As a result, over the coming months, eBay will test displaying new information such as sales volume on Stores and View Item pages. 

This research into what drives buyers’ decisions helps refine how eBay displays feedback and other important information — and hone in on what helps you sell more.  

Next steps

You don’t need to take any action — just continue to provide great customer service and grow your brand across eBay, and eBay will continue to evolve new ways to help you see the benefits of your hard work.