Best practices for replying to reviews and flagging reviews for deletion
Customer Feedback
Got a bad review that is undeserved, unwarranted, or just unrelated to the transaction in question? It happens.
Though most AuctionNinja sellers commit to facilitating an excellent bidder experience, the bidder feedback process ensures that sellers are held accountable for their mistakes. This is why AuctionNinja doesn't usually get involved when it comes to bidder / seller disagreements.
AN would rather sellers respond to negative and positive feedback. Showing responsiveness and a willingness to engage with potentially disgruntled customers demonstrates business integrity.
Selecting the red triangle allows sellers to flag reviews for deletion. If a review attacks the seller’s character, contains offensive language, or relates to incidents outside of the seller’s control (i.e, software problems, or a bidder’s inability to attend pickup).
Sellers should write a brief message to our team and let us know why the review has been flagged. AuctionNinja's admin staff will either deactivate the review so it's not visible (still counts towards the seller's overall rating), leave the review visible but make sure it does NOT count towards a seller's overall rating, or both (removing the review entirely).
Selecting “R” allows sellers to respond to feedback. Sellers should always respond to feedback—even negative feedback offers an opportunity for sellers to show how they treat critical buyers.
-Even if the response is “I’m sorry for your experience,” it’s always better to reply to the bidder.
NOTE:
If the green check is next to the review, that means the review is active and visible on the seller’s landing page.