A Survey when customers reject a revised offer

As a buyback business, we sometimes send a revised offer after reviewing a device. When a customer rejects that revision, we currently don’t know why—which makes it hard to improve our evaluations, pricing, and customer experience.

It would help a lot if customers were prompted to pick a reason before they can finalize the rejection. For example, after clicking “Reject revised offer,” show a short, single-step survey like:

• I disagree with the item evaluation.

• I disagree with the offered value.

• I’d like a second evaluation with a more detailed review, and the chance to renegotiate.

• I found a better price elsewhere.

• Other (with a text box)

Example:
I revise an offer for an iPhone from $120 to $105. The customer clicks “Reject revised offer.” A small modal asks them to choose a reason (e.g., “Found a better price elsewhere”) and submit. Only then is the rejection completed.

What we need the product to do:

• Require a short reason survey when a customer rejects a revised offer.

• Include the selected reason in the rejection email we receive.

• Display the reason clearly on the offer detail page for future reference (e.g., in a “Rejection reason” section).

This will give us actionable feedback to improve evaluations and pricing—and offer a better experience to customers.