Feedback System
How Our Feedback System Works
The feedback system is designed so that neither the buyer or the seller (or the public) will be able to see each others feedback until both the buyer and seller have submitted their feedback, or a certain amount of time has passed.
Seller Time Limits: If a buyer leaves feedback about a seller and the seller does not not leave feedback about the buyer, then 10 days after the buyer has left feedback it will show and the seller will no longer have the option to leave counted feedback for the buyer.
Buyer Time Limits: If a seller leaves feedback about a buyer and the buyer does not leave feedback about the seller, then 30 days after the seller has left feedback it will show and the buyer will no longer have the option to leave counted feedback for the seller.
Dealing with Non-Positive Feedback
No one likes non-positive feedback, but it is a fact of life online if things don't go as planned. Whether you opt to leave a feedback or not, you will always have the option to leave one follow up non-counted reply to any non-positive feedback left.
Q&A
Question:
The feedback system is a way to trick the seller and hurt them further. Obviously we have nothing negative about a transaction with a customer if they pay for their order!
Can you think of why we would ever give anything but a positive feedback to a customer who paid for their order? This is the 'trick' in that we will undoubtedly be giving positive feedback to everyone while they may be bashing us with negative feedback about an issue we never got a chance to resolve.
Response:
Our feedback system is not a way to trick the seller and hurt them. It wouldn't make sense for MusicStack to want to hurt either the buyer or the seller.
There are many things that could be done by the buyer that could warrant a negative feedback from a seller. Some examples are:
1) The buyer took weeks to pay you.
2) the buyer tried to negotiate on price
3) the buyer asked a million questions/high maintenance customer
4) the buyer was overly demanding or else they would withdrawal their business
5) the buyer threatened to leave negative feedback if you didn't do what they said.
6) the buyer bought from you and returned the item, even though they ordered the right item.
....the list can go on.....
Question:
If the buyer gives us a bad feedback for a stupid reason, or does not try to resolve a problem before bashing us with negative feedback, then we are stuck guessing at the feedback we would normally give them which would not be the accurate feedback they deserve from our viewpoint, based on their feedback of us?
Response:
Leaving feedback is for rating the buyer/seller transaction from your own view point -- without basing it on what others have said about you.
Trying to leave feedback based on what is going to be said about you can't happen with our feedback system, and we do not want it to happen (hence why we designed the system this way).
Leaving feedback with the feedback system is a way each party can leave a honest and unbiased view of how they thought the transaction went.
Yes, is possible that one party might give a negative while the other gives a positive. But if that is the case, then there is a reason that one of the two parties left a negative while the other party had a positive experience.
Question:
It behooves me to think of why we would bother giving a customer positive feedback when it doesn't benefit us... especially if we don't know the customers feedback of us... even if we would normally want to give a customer positive feedback... if your intent is to get sellers to rate their customers, i don't see how this will help
Response:
In the near future, how often you leave feedback for your buyers will be tied into your star rating. You can choose to not leave feedback about buyers if you want, but their rating about you will show after 10 days and your star rating will then suffer. This should be enough motivation to have sellers leave feedback for buyers.
In the end, the more ratings MusicStack can collect on buyers and sellers, the better the picture for future buyers and sellers will be.
Question:
But say the customer gives us bad feedback (but of course we have no idea)... well, if we give them positive feedback hoping/guessing that that is what they gave us, then we really look stupid and have no recourse... whereas we give them neutral or negative feedback we still gain little and also risk that they have actually given us positive feedback
Response:
Again, the feedback system is not for trying to guess what the other party will say about you. Leaving feedback is made to rate how you felt the transaction went with the buyer from an unbiased and uninfluenced view point.
If you get a negative or neutral feedback, you can always leave one follow up reply to the feedback. This way you can explain/defend/reply to what was said about you.
In the end, the feedback system is not meant to cover up bad experiences. Instead it is meant to help tell a story about what doing business with you is like, and how you deal with problems (if they occur).
Question:
There are many instances where a customers negative feedback warrants at least a response and a rating of the customer based on the issue they have failed to bring to us for a positive resolution.
Response:
You are correct. Any negative (or even a neutral) comment deserves a response and that is exactly what the feedback system allows for. Each party can leave one follow up reply to any negative or neutral feedback left.
Question:
The new feedback policy promotes distrust, and discourages amicable resolutions to problems.
Response:
I don't believe this statement to be true. The feedback system allows each party to leave honest feedback about the other party without the fear of receiving a counted retaliation feedback.
Several times in the past under the old feedback system people have wanted to leave a (rightfully so) negative feedback, but didn't because they didn't want to receive a retaliation feedback in return.
The current system over comes the problem of buyers or sellers leaving retaliation feedbacks, while still allowing for rebuttals to any unfavorable feedbacks left.
Question
I would NEVER leave a bad feedback for a buyer... even a high maintenance customer, after all a customer is a PAYING customer, and if we left a negative feedback, they would NEVER order from us again.
Answer
If this is the case, you can simply not leave feedback on the new system. It is not a requirement for you to leave feedback using the system.
But if you only leave a negative feedback in return for someone leaving a negative feedback about you, then this is exactly the reason the new feedback system has been created – to stop this behavior of retaliatory feedback.
If you would otherwise not leave a negative, but suddenly you only leave a negative because someone left one for you isn’t right. I know it is human nature to want to retaliate, but that doesn’t make it right and is something I don't want skewing the feedback statistics on the system.
But with the feedback system you have the option to leave a negative feedback if you feel it is warranted. Many don't want to leave negative feedback for customers because they don't want to lose them as a customer, but many others have no problems letting a trouble customer go and will leave them a negative.
Question
Have you really gotten unfair retaliation feedbacks from sellers against buyers who give negative feedback?
Answer
OMG! All the time. That is basically what the old feedback system had become: If you left a negative feedback, then you could expect a negative in return.
So alot of people stopped posted negative feedbacks all together (when they were warranted) for fear of not wanting to get a negative feedback in return.
This was causing a lot of problem transactions to be swept under the rug and the main reason the feedback system has been changed to how works now.
What About Chargebacks
The feedback system doesn't address this 100%, but the system allows 60 days to leave a feedback. So if the buyer doesn’t leave you a feedback, and you get a charge back up to 60 days later after shipping the product, you can leave a negative feedback for the buyer. Additionally, you can and should RESET and CANCEL the order on MusicStack system and then mark the order as FRAUD and this will help to warn other sellers about that buyer.
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Buyer Help
Seller Help
The Seller's Guide to MusicStack
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