Follow up from our Open house in June 2005

[gautam@ebay.com]

Hello Community Members,

It's been a month since I chatted with you, and I wanted to check back with you regarding some of the issues you had raised at that time.

To summarize the top issues you raised:

• 'Impersonal, cut & paste' responses from Customer Service
  
• Unjustified Negative Ratings
  
• Item Not Received cases
  
• Phone Support for Top Sellers

Following are what we are doing to address your concerns:

1. 'Impersonal, cut & paste' responses from Customer Service
We have launched Project "I care", to ensure that our users get a satisfactory response to their queries as soon as possible, and not standard, templatized responses. This is an ongoing project, and we you will start seeing the results of that very soon. While this is a priority, i ask for your patience as th efull impact of tihs will emerge over teh next few months since this will involve some process changes.

2. Unjustified Negative Ratings
I hope you have read the Announcement we made regarding Feedback system changes a few days back. These changes, when rolled out, should benefit many of you who receive negative ratings which you feel were unjustified. Please click here to read the details of these proposed changes.

3. Item Not Received cases
As I mentioned during my chat, eBay has a Buyer Protection Program, under which we cover such cases. The Trust & Safety team have been active on the boards, educating users of the process to be followed to claim this benefit. I have also noticed some of you (snrama, kaya_jewels, indconcepts, and many more) educating these buyers and it's always nice to see the community helping each other!

The Seller Marketing team have been interacting with you on this topic on the Power Seller Discussion Board. We are working out the operational details to provide this service and we expect to be able to provide you with an update by the end of this month and launch shortly thereafter.

Most importantly, I wish to assure you all that we are listening to your feedback, and acting on it. My colleague from the Management Team, Rajan, will be on the boards to interact with you on the 7th of this month. I hope you will take this opportunity to chat with him and continue to give your constructive feedback. YYou can post your messages for Rajan here.

In addition to interacting with you on the boards, we would also like to meet up with you in person to understand your issues better. The community team was in Chennai last saturday, and we plan to travel to some other key cities over the next few weeks to meet with a sample of our sellers across cities. We hope you will take this opportunity to meet us and provide us with your valuable feedback.

I look forward to working with you to making eBay India all that you want it to be. Regards
Gautam

[touch_and_shine]

What about
International listing fees issue ?? We have never been charged in baazee for
listing products internationally. And it will b good for all of us --- for ebay
as well as it's sellers if international listing fees won't b charged.

[kaya_jewels]

Dear Gautam,

I just love helping people & it's my pleasure that i'm a part of ebay India Number one selling site of India.


I thank ebay India Team for lovely and timely support.

Thank you all and may god bless you all always. °¤ø,¸¸,ø¤º°May God Bless You Always°º¤ø,¸¸,ø¤º°

[thethirdi]

Dear Gautam and team

I congratulate you for taking such important issues seriously and coming up with solutions.

I welcome these proposed changes and hope it will ease many of our problems.

Regards
Abhishek
thethirdi

[kaya_jewels]

Kind Attention
Gautam and Ebay India Team


Dear Ebay Team,


The feedback policy on eBay India is real bad. Or should I say the worst thing on EBay.

I have a few things to say that in my opinion should be changed.

New users/buyers on eBay India who are totally unaware of feedback policy should not be given any option to leave neutral or negative ratings to sellers till their positive feedback reaches 10.





Now Why this should be changed?
Answer : Some new users gives neutral ratings or negative ratings just to say payment sent product not received / product is ok / product delivered / account number not given / or something similar like that.
Without even thinking once what could be the impact of this rating on seller's feedback.
They don’t even think that they should have personally emailed the seller before leaving such feedback.
We the sellers on eBay work real hard , we work day and night not to receive such unfair ratings or feedbacks for our hard work, from new users who not even care to withdraw their feedbacks.
I must say that till a user get's atleast 10 ratings should not be allowed to post a neutral or negative rating to any seller.


However the rules for item not received or not as described will still be available for all. So that new users don't have to face any problems with sellers, they can still open a dispute when they do not receive an item or they don’t get what was expected.
But as they are new and don't have complete knowledge they shouldn't be given this option to leave any comment except positive feedback.

This will be surely a great help to all sellers who work real hard on eBay.

Some new features should be immediately started to increase number of ratings (feedbacks) & Buyers on eBay.

I would like to say that buyers should be given some rewards i.e. when a buyers feedback reaches 10 then he'll be able to leave neutral or negative feedback and will also get Rs. 10 discount when he makes his next purchase and In the same way Rs. 50 discount when his feedback reaches 50.
In this way buyers will buy more and will also leave feedback on the items they buy.
I never leave feedback for buyers till they rate me first. So, if they give feedback to us on eBay then they'll receive the same from us,
& once this scheme is launched then the buyers will leave comments fast & would also ask for the same from sellers so that they reach to the desired score and get free gift from eBay India or some discount on their next purchase. This will be a great help to all sellers.
I sell over 30 products per month but my current feedback is just 145, really unfair. Buyers don't care to leave feedback.
But if the above said schemes are implemented it will surely increase sales / feedbacks/ buyers.


I HOPE ALL SELLERS OF EBAY INDIA WILL SUERLY AGREE WITH ME.

PLEASE EBAY SELLERS DO WRITE WHAT YOU FEEL ABOUT MY POST.
OUR COMMENTS AND SUGGESSTIONS ARE REAL IMPORTANT. °¤ø,¸¸,ø¤º°May God Bless You Always°º¤ø,¸¸,ø¤º°