About Your Feedback Rating

At TCGplayer, we use a feedback system with ratings from 1 to 5 (where 5 is the highest rating possible) to help monitor each Seller listed on our Marketplace. You receive a feedback rating one of two ways. The first is directly from the Buyer where they leave you a message explaining their feedback. The other is when the Buyer does not respond to our request to leave feedback. Five days after an order is considered a completed sale, we automatically rate the sale a 5. Feedback ratings are calculated daily for Sellers.

The ratings you receive within this feedback system are a combination of every facet of your interaction with the Buyer. Sellers with a low feedback ratio can expect a significant decrease in overall sales, and if you have a low enough rating, removal from the TCGplayer Marketplace.

Listed below are some answers to many popular questions about how the TCGplayer feedback system works and how you can improve your feedback rating.

1. How can I prevent negative feedback and improve my positive feedback?
2. How can I respond to negative feedback for an order?
3. A Buyer wants to remove feedback they left me. How can I help them with this?
4. How long does a buyer have after a completed transaction to leave feedback?
5. Why am I receiving so few comments?
6. I have been selling through TCGplayer for a while. Why am I still listed as a “New Store”?

1. How can I prevent negative feedback and improve my positive feedback?

The best solution to negative feedback is to stop it before it happens. Here are a few ways to greatly improve your feedback rating:

  1. Respond to buyer inquiries right away! The biggest reason for a low feedback ratio is not replying directly to a buyer inquiry in the Message Center. Always follow up with them and you will see less complaints make their way into your feedback pages.

  2. Give full and professional responses. The buyer wants to feel important, so showing you have taken the time to handle their inquiry and that it is important to you goes a long way with them.

  3. When you offer great customer service, be sure to mention the value of leaving feedback to the buyer. They appreciate your efforts and want to show their support and reminding them that this is the way to do so will have great results.

2. How can I respond to negative feedback for an order?

It’s almost inevitable that at some point you will receive negative feedback. When receiving negative feedback, it’s important to keep things in perspective. If you have a 97-100% feedback rating, this is great and should not be looked upon negatively. If, however, your negative feedback rate is lower than 95%, there are a couple ways of handling it:

  1. Take the lesson to heart and make adjustments accordingly. Every time you receive a negative review is a great opportunity to improve. As the Seller, you’ll always have access to the buyer's name and the order number associated with the negative feedback in question. Often, you’ll simply want to review the order which received the negative feedback, address any evident problems in your handling of their order and let your remaining positive feedback speak for itself.
  2. Request that the buyer remove the negative feedback. If you have the desire to respond to negative feedback, your best option is working directly with the buyer and trying to improve the situation that led to the negative feedback. If you feel that the solution has been adequately remedied, you may ask the buyer to remove or adjust their negative feedback. The first step to doing this is to contact the buyer and express your concern over the issue, and that you intend to try and remedy the situation. Developing a positive relationship is key to asking a buyer to remove or adjust negative feedback.

Whenever you contact a buyer for any reason, please remember that using pressure or duress to garner the result you want is unacceptable and in violation of our policies.

3. A buyer wants to remove or adjust feedback they left me. How can I help them with this?

There is a simple process for a buyer to remove or adjust unwanted feedback.

  1. The buyer must first go to their “Order History” to locate the order in question.
  2. Once they have located the order, they must click on “Edit Rating.”
  3. They now have the option to Delete the unwanted feedback.

Additionally a buyer can edit a rating they have previously given by following the above steps, then selecting “Rate Transaction” upon completion.

4. How long does a buyer have after a completed transaction to leave feedback?

A buyer can leave feedback for a seller for 60 days after a transaction.

5. Why am I receiving so few comments?

Not receiving comments immediately is a common occurrence. It is typical for TCGplayer sellers to receive comments on approximately 10% of their sales. You must remember that it is at the buyer’s discretion to leave comments, and as such, they are by no means required to do so. TCGplayer cannot coerce buyers to leave feedback comments.

After each transaction, however, TCGplayer will send out a feedback email reminder to the buyer, so you might notice a spike in feedback comments around this time. These emails are sent within 2 days of the estimated delivery date of the order. However, when the Buyer does not respond to our request to leave feedback, after 5 days we automatically rate the sale a 5.

As a precaution against biased or preemptive feedback, a buyer may not leave feedback on a TCGplayer purchase while the order is still in transit.

If your buyer is experiencing complications in leaving feedback comments, we recommend you instruct them to contact us. Remember: A buyer must be logged into their account to leave feedback.

6. I have been selling through TCGplayer a few weeks. Why am I still listed as a “Newly Launched”?

We display “Newly Launched” next to all sellers until they have received their first feedback rating. Once a seller has received one rating, their feedback will be listed as a ratio. Because Buyers do not have to respond to our request to leave feedback, after 5 days we automatically rate the sale a 5.  

If your store account has been inactive for 30 days or more you will be listed as a "Newly Launched" Seller. The "Newly Launched" status is automatically linked to the amount of feedback you've received since re-launching. As soon as you make a sale and a Buyer leaves feedback for the order, the Newly Launched status will then be replaced with your feedback percentage.

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