Online Workshop on PaisaPay

[indraneel@ebay.com]

Hi everyone,

This is Prashant Kumar, Business Head, PaisaPay

As announced in Rajan’s open house earlier last month we have been working to deliver on the additional requirements of our community to make PaisaPay a best-in-class payments system. We have already relaxed Express Remittance criteria and we would also announce the launch of PaisaPay Seller Protection Program on 31 March.

It is very important that we understand your views and expectations from PaisaPay. I will be here for an hour from 4 – 5 PM on Thursday, 3rd April to answer your questions regarding PaisaPay. I will also share some of the upcoming product enhancements in PaisaPay. Please feel free to ask any questions regarding our PaisaPay enhancements, policies, features and requirements. Click on Post a reply link to post a message or ask a question.

See you on Thursday, 3rd April, 4 – 5 PM.


Regards,

[prashantkumar@ebay.com]

Dear Mohib (skygiftworldwide), Ram (jaipur_mart) and Swarup (emailswarup),

On your suggestion to extend delivery timelines for International Shipments, we feel the current timelines of 21 days are sufficient. We need to be careful while extending the timelines as there is a danger of not meeting buyer expectations from an Internet transaction. Not many buyers would be willing to wait for time longer than 3 weeks for their purchase to arrive.

Sellers can always request for time extension which our data shows gets rejected only by 15% of buyers who are anyways not comfortable with the extended shipping timelines.

Extending timelines beyond 21 days will also adversely impact sellers who do not qualify for Express Remittance as they will have to wait much longer for remittance of their sale proceeds.

We have spoken with a wide variety of sellers and buyers and in the interest of overall community have decided not to change the International delivery timelines.

Regards
Prashant

[prashantkumar@ebay.com]

Dear crorepatibane, hellohira, princesswalkeshwar_in1, hill_24_will and krishnaindia,

Your query is regarding protection available in case of a Chargeback is received. At the outset let me assure the Seller community that PaisaPay is committed to protect its sellers from fraudulent chargebacks. The sole intent of PaisaPay Chargeback Protection Policy is seller protection from unauthorized usage of credit cards.

During our various interactions in past with sellers we had received positive feedback on how we were running this program very successfully and how PaisaPay was very flexible in operational matters like accepting online POD, India Post POD, etc.

Chargebacks are raised directly by the cardholder with his card issuing bank in accordance with Master Card/Visa chargeback programs without any prior consultation with PaisaPay. The timelines given to the card holders are also as per Master Card/Visa chargeback programs and we have no influence over it.

As long as sellers have a valid POD you can get covered under the PaisaPay Chargeback Protection Program. You can learn more about this program at this link pages.ebay.in/help/policies/paisapay-policy-chargeback.html

Regards
Prashant

[prashantkumar@ebay.com]

Dear Cochinmaill,

You had a suggestion on imporoving content in PaisaPay emails. As I mentioned in post earlier post we have taken the feedback are in the process of improving all critical mails sent by PaisaPay.

Also, based on the feedback received from large sellers, we have discontinued shipping alert calls to large sellers as it had become unnesessary. However we will continue with calls to a new seller. The sole purpose of these calls was to hand-hold sellers with new PaisaPay process of entering shipping details else money would be refunded. It does look like we overdide this activity for some sellers 🙂

Regards
Prashant

[prashantkumar@ebay.com]

Hello assemblerz & shree_krishna_gems,

We understand your concern on the NEFT charges being charged on receiving the payments. However we would like to highlight that this is a concern faced by a few members and they are charged specifically by some banks only (we learned that ICICI bank charges this fee for all types of current a/cs).

Since this fee is charged by the banks we have little control over it. However on behalf of sellers we have been trying to persuade ICICI Bank to remove this fees. However we have not been successful in convincing htem.

As an alternative I can suggest that you sitch to a bank that doers not charge for NEFT (I belive that HDFC Bank does not charge currently).

Delaying PaisaPay remittance to address this concern would not be an ideal solution for many sellers.

Ability to schedule remittance will take significant product investment. While we are investing heavily is product features (see upcoming features in my earlier posts), we need to be choiceful in selecting features requiring investment that would benefit the users the most.

Regards
Prashant

[prashantkumar@ebay.com]

Hello discountshop06,

In cases where the details of the shipment are traceable online we do not require scanned copy of the Proof of Delivery. A physical Proof of Delivery is required only when the status of the shipment is not available online.

Even in instances where the seller has to provide the physical POD then the same is not available with him, he can contact the Customer Support team and ask for more time to get the same. PaisaPay may depending on the circumstances in question may give more time.

However to give 30 days to produce the POD would be difficult as the buyer will have to wait for such long time and hence we would like to address such issues in our PaisaPay Seller Protection Program.

I encourage sellers to use online tracable couriers as the time and efforts spent to dispute a refund claim is very low as compared to a physical POD.

Regards
Prashant

[prashantkumar@ebay.com]

Hello rajawadu and importexportonline,

As mentioned in my earlier post to discountshop06, in cases where the details of the shipment are traceable online we do not request the physical Proof of Delivery. A physical Proof of Delivery is required only when the status of the shipment is not available online.

Further to your question on “companies only display buyer's name and country online” I’d like to encourage if the address has full details as this would erase any discrepancies if any. However in such exceptional cases we may not deny the confirmation of delivery and would look at other parameters to arrive at a decision such as previous sales history, feedback, etc.

Regards
Prashant

[ravinissay]

Hi
I would like to when are you incorporating other banks with paispay online transfer - particularly the HSBC Bangalore branch??

[techniwas]

Hi Prashant,

Firstly Congratulations once again on the success of the new and improved PaisaPay.

You have mentioned about "Email Improvements": I would suggest that you let the regular sellers preview the upcoming changes before it is implemented.

Also for the chargebacks, I believe there is no remedy incase the same is raised on grounds of 'Defective product' Or 'Product Not as described'. How does PaisaPay help its sellers in such cases?

Regards

[shree_krishna_gems]

Dear Prashant,
Time is running out,I am still waiting for your reply in FIRC issue.



Best Regards,
Deep Agarwal.
Shree Krishna Gems

[prashantkumar@ebay.com]

Hello nilezone, pawarinfosys & vikcy_in1,

Thank you for posting on this online workshop. While I understand that your concern is around the fees being charged by PaisaPay I would like to reiterate that our pricing is very competative when you keep in mind the services rendered.

Features such as Chargeback Protection, Seller Protection Program, Online Remittances, SMS, etc. have a huge cost implication and hence the charges.

While I promise that we would only keep improving the services to ensure our sellers that we always want to develop new systems to make PaisaPay the best-in-class payments processor.

Also charging EMI fees to buyers will significantly deplete the value proposition of EMI for the buyer. We also need to keep in mind that none of the leading shopping websites charge buyer for EMI. Recent upsurge in sales for few sellers have been courtsey EMI. It has become a significant puller of buyers who could not earlier afford to pay the full amount. EMI, if used, inteligently will drive-up the sales. More and more sellers are offering EMI on their listings to increase sales.

Regards
Prashant