To try and resolve the issue, we recommend that you first contact your buyer, and explain why you believe their feedback isn't accurate.
You can then choose to either respond directly to the buyer's feedback, or ask the buyer to revise their original rating and comment.
To reply to the buyer's feedback:
- From your feedback profile, select Reply to buyer's feedback to explain what happened.
- Your comment will appear directly below the buyer's feedback comment.
To request the buyer to revise their feedback:
- From your feedback profile, select Request a feedback revision.
- Find the feedback you want to request a revision for and select the Give the buyer a reason for the request option.
- Enter the reason for your request, then select Send.
Feedback revision eligibility
You can only request a revision for feedback that is less than 30 days old, and can make 5 feedback revision requests per calendar year.
For every 1,000 feedback ratings you receive during the year, you can make 5 additional feedback revision requests. However, these additional feedback revision requests don't carry over into the following year.
What happens when you ask for a feedback revision?
When you send a feedback revision request to a buyer, we'll send them an email with all the details.
The buyer then has 10 days to either:
- Revise the feedback: If the buyer accepts the request, we'll guide them through the process of changing their rating and comment. When they revise feedback, their original comments will no longer be visible on eBay
- Decline the request: If the buyer declines the request, they can choose whether or not to share their reasoning with you
If the buyer hasn't taken any action after 7 days, we'll send a reminder. If the buyer doesn't respond after 10 days, the revision request will expire.
In some cases, we may remove or adjust feedback. You can learn more about this in our Seller performance and defect removal policy.