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.
Ship the order promptly and safely.
Follow our Shipping Guidelines to ensure your order arrives at its destination intact and as expected, and make sure you ship your order as soon as possible (within 48 hours at the latest).
Provide excellent customer service.
Respond to any buyer inquiries about the status of their order within 48 hours, and provide professional responses. Taking the time to handle a buyer's inquiry shows that their concerns are important to you, and goes a long way towards improving how they view your store and their order. The most common, and preventable, cause of negative feedback is failure to reply within 48 hours to a buyer inquiry in the Messages tab.
Proactively communicating issues with an order goes a long way too. If you hit a snag while fulfilling an order, it’s definitely best to send the buyer a message explaining the situation and offering them options on how to proceed. By inviting them into the resolution of the issue you can make them feel reassured and that you care about their business.
For some helpful tips on how to resolve customer issues with consistent messaging, please check out our seller blog on Order Issues and Prewritten Responses: Consistency and Speed.
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 with options for resolving their complaint to try to improve the situation that led to the 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."
If you feel as though you’ve done everything in your power to resolve any problems with the order, and the buyer still has not changed their feedback you can then escalate the order to our Customer Service team for review.
See the “Escalate This Thread” button within the message you have open with your buyer and fill in any relevant details. Once you’ve done that, a member of our Customer Service team will review the feedback and then message you with steps on how to resolve the issue.
For further reading on how to respond to negative feedback, as well as information about our process for removing unfair or unwarranted feedback please follow this link to our How to Handle Negative Feedback post on our seller blog.
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.