Your Feedback Rating
For every order a buyer places through your store on TCGplayer.com, you'll receive a rating from 1 to 5 (where 5 is the highest rating possible). Once a buyer receives their order from your store, they'll have the opportunity to leave you feedback with a custom message and a rating from 1 to 5. We send out an email reminding the buyer to leave feedback within two days of the estimated delivery date for the order. Buyers have 60 days after a transaction to leave feedback. However, they are not required to leave comments. If the buyer doesn't provide any feedback five days after an order is marked complete, we'll automatically rate the sale a 5. You'll most likely receive comments on approximately 10% of sales.
Your feedback rating is calculated daily and you can view it within the Feedback tab in your Seller Portal. If your feedback rating gets too low, you may see a decrease in overall sales. In severe cases where your rating dips significantly, our team may choose to remove you from the TCGplayer Marketplace.
How to Maintain a High Rating
Your feedback rating is crucial to your success on the TCGplayer Marketplace. The best way to avoid negative feedback is to stay positive through every interaction with buyers.
1. Ship the order promptly and safely.
Follow our Shipping Guidelines to ensure your order arrives at its destination as expected, and make sure you ship your order as soon as possible (within 48 hours at the latest).
2. Provide excellent customer service.
Respond to buyer inquiries right away, and provide professional responses. Taking the time to handle a buyer's inquiry shows that their concerns are important to you. The most common cause of negative feedback is failure to reply directly to a buyer inquiry in the Messages tab.
3. Remind buyers to leave feedback.
When you provide great customer service, that's a great opportunity to ask a buyer to provide feedback. Although you'll receive a 5 if a buyer doesn't leave any feedback, a buyer's personal feedback message can instill added confidence in your business.
How to Respond to Negative Feedback
Even if you do everything perfectly, it's likely that you'll receive negative feedback at some point. A few instances of negative feedback will likely have little to no effect on your overall rating. As long as you keep your rating between 97% and 100%, you're doing great. If your rating dips below 95%, that's the time to take action.
You should reply to all negative feedback (1-3 stars) within 48 hours. Although receiving negative feedback can feel like a bad thing, look at it as an opportunity to improve your business practices. You're always welcome to message the buyer to try to improve the situation that led to the negative feedback. Once you address any evident problems and the situation has been remedied, feel free to ask the buyer to remove or adjust their negative feedback. Just be careful not to pressure the buyer into changing their rating, as doing so is a violation of our policies. Most buyers are willing to amend feedback to a positive rating once the seller messages them and helps resolve their issue.
Buyers can easily remove or adjust feedback using the following process:
- Go into Order History and locate the order.
- Click "Edit Rating."
- Delete or edit the feedback, then click "Rate Transaction."
Why Am I Listed as Newly Launched?
We display "Newly Launched" next to all sellers until they receive their first feedback rating, as well as any store accounts that have been inactive for 30 days or more. Once you receive a rating, your feedback will replace the "Newly Launched" tag.