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What happens after leaving failed feedback?
When leaving feedback on failed transactions, the reason of failure has an important role.
Below we have collected what happens when choosing different options.
The buyer fails to reply / fails to pay for the item / keeps delaying the takover
If a buyer does not contact you about the item purchased and withdraws from the purchase without any justifiable reason, they fail to fulfill their basic obligations as a buyer. It is frustrating if a buyer purchases the item but eventually fails to take it over.
If a seller marks the transaction as failed for the above reason, the feedback of the failed transaction will appear on the buyer’s profile page and a penalty score will be assigned to the account. The score of a failed transaction will also be suitable for sellers to determine who is allowed to purchase from them. Furthermore, the seller may limit the purchases for buyers who have failed to take over a purchased item in the last 6 months. Learn more about setting buyer requirements.
The seller is not available or does not hand over the item
This feedback can be given if the seller is not available, or refuses to hand over the item, even though the item is in their possession, and they could hand it over to the buyer.
If a buyer marks the transaction as failed for the above reason, the feedback of the failed transaction will appear on the seller’s profile page, and a penalty score will be assigned to the account.
The item is damaged, was lost, was sold elsewhere or not as described
We understand that there may be a case where a sale fails because, in the meantime, the item became damaged, broke during packaging, got sold elsewhere or it turns out not to be as described. However, this causes disappointment to the buyer who will, in turn, become disappointed in Galeria Savaria, as they have found the item here and it turns out that the seller cannot deliver the item.
If a user marks the transaction as failed for the above reason, the feedback of the failed transaction will appear on the seller’s profile page, and a penalty score will be assigned to the account.
This case is not as severe as when the seller deliberately refuses to hand over the item, but we also monitor these unsuccessful transactions. As a seller of Galeria Savaria, the user always must strive to make their buyers satisfied. Remember: this is the only way they become recurring buyers.
If you rate the transaction as a seller and choose this option, instead of leaving the feedback, you can also decide to cancel the transaction.
The transaction failed because of other reasons
This option can be selected if none of the above options describe the cause of failure. In this case, we ask the user who submitted the feedback to describe why the transaction has not been completed.
It is important to be as precise as possible when describing the cause of failure.
After leaving the feedback, we send a notification to the user that their partner marked the transaction as failed to give opportunity to request a review. If you find that the partner’s justification does not cover reality, you can write your own point of view and attach any available file that supports it. Users have 5 days to request a review after receiving the feedback.
Read more about the review process
As the next step, a dedicated team will review the feedback and the details of the transaction. Based on the information available to us, we will evaluate the case that may result in the following:
- if it turns out that a user has violated our rules or guidelines, failed feedback will appear on their profile page
- we may assign a score of a failed transaction to the account of the user causing the transaction to be unsuccessful
- if no violation has occurred, we may choose to remove the feedback or the transaction
Our review team does not look for a “scapegoat” during the evaluation. We know that during online purchases, there may be cases where users cannot complete a transaction for a reason beyond their control. In this case, we ask our users to learn from the case and try to avoid disappointing their partners in the future.
If you rate the transaction as a seller and choose this option, instead of submitting the feedback, you may also decide to cancel the transaction.
Automatic limitation
At Galeria Savaria, the profiles where we find that the user - due to their own fault - has several failed transactions are subjected to both automatic and manual monitoring. In addition to manual monitoring, an automated system makes it possible to efficiently filter users who regularly conduct failed transactions.
We will automatically limit the profile of users:
- whose first 2 transactions are unsuccessful (and the user is the defaulting party) and/or successful but with negative feedback.
- who have received 3 consecutive unsuccessful reviews (where the user caused to transaction to fail) and/or where the transactions were successful but with negative feedback.
The restriction will come into effect when the reviews were submitted by different users.
Further important notes
- We find it important to ensure that both buyers and sellers can be satisfied with the transactions concluded at Galeria Savaria. For this reason, we would like to know about the causes of unsuccessful transactions, so that we can learn from them and use our experience gained in this way to provide an even more effective advertising platform to our users. We log unsuccessful transactions.
- On the basis of feedback, considering the severity of the reason for the failure, our system assigns failed transaction score to the user account.
- Our system monitors cases where a user has defaulted several times and thus the transaction could not be completed.
- We inactivate the user account of buyers or sellers who disregard the guidelines or rules of our website. Thus, they will no longer cause unpleasant experience to the rest of the marketplace in the future.
