Viewing and responding to feedback from buyers

There may be times when you want to follow up with a buyer regarding feedback they left for you. Having an excellent seller feedback score makes your store more attractive to buyers and gives you eligibility for certain TCGplayer programs. 

If you believe feedback you received from a buyer isn’t accurate or fair, you can follow-up with the buyer to request they update their feedback rating after you have resolved their issue according to our policies.  If the feedback a customer shared is about something outside of your control or is not relevant to the order, you can escalate the message thread for TCGplayer support for review. 

 To do this select the Escalate This Thread button at the top of a message thread.

In some cases, we may remove or adjust feedback. You can learn more about this in our Seller Feedback Policy.

Are you a buyer looking to change feedback you’ve left? Read our Leaving Feedback for Sellers help file section on Changing Feedback.

You can view all the feedback you’ve received by going to the Feedback tab in your Seller Portal. 

Here’s how you can follow-up on a customer’s feedback:

1. From your Feedback page, find the feedback you’d like to follow-up on.
2. Select the order number associated with the feedback.
   
   
3. Access the message thread associated with the order from the order page
4. Choose the View Messages button if you have messaged the buyer previously or the Contact Buyer button if you have not
   
   
5. Enter your reply in the text box, then select Send.

If you can’t find the feedback you want to reply to, you can search the order page to locate the order you would like to respond to feedback on. Once you access the order page, you can send a reply in the associated message thread.

When responding to a buyer’s feedback in the order message thread, you should resolve the issue they reported according to our Refund and Return Policy. Once the issue has been resolved, you can request that the buyer revise their original rating and comment. You can direct them to our help file about Leaving Feedback for Sellers for instructions on how to update feedback.

When receiving feedback, it's important to remember that feedback reflects a single customer’s experience and viewpoint. While all feedback is valuable for improvement and growth, a single instance of negative feedback shouldn't drastically impact your performance evaluation or eligibility for TCGplayer programs. In some cases, we may remove or adjust feedback. You can learn more about this in our Seller Feedback Policy.