Handling Negative Feedback from Data Issues
PSS combines data for hundreds of thousands of parts from many distributors. Even with careful quality control, a small share will have mistakes: a wrong size or color, a mismatched product, bad fitment, or a pricing error. When one of those leads to unhappy buyers or negative feedback, how you respond protects your seller rating.
What you'll learn
- How to respond to the buyer
- How to stop the same mistake from happening again
📌 Key Point: Neither PSS nor eBay reimburses individual orders affected by catalog data errors. It comes with selling aggregated catalog data at scale, and handling it well is part of the job.
Step 1: Respond to the buyer quickly
Acknowledge the mistake directly, explain briefly, and offer to make it right. Don't deflect or make excuses.
💡 Pro Tip: Sample response: "We sincerely apologize for the inconvenience. We source our parts through an aggregated powersports catalog, and occasionally there are discrepancies between the catalog and the actual product. We'd like to make this right. Please contact us so we can arrange a return and refund or send the correct part."
Step 2: Resolve it case by case
Choose the fix that fits: a refund, the correct part, a partial credit, or an exchange. Don't adopt a blanket policy that costs you money on every data error, and don't fill orders at a loss just to avoid feedback.
Step 3: Report the bad data
Report the product so eBay can correct it for you and every other dealer selling it. In your catalog, select the product and click Report Catalog Issue.
If the problem is fitment, report it to eBay as well. See EPIDs & Parts Compatibility.
Next step
Continue to the eBay FAQ.