Hi,
I am Sharat Digumarti, Senior Manager in charge of Marketplace Health for eBay India. Under this role, my team is responsible for Enhancing Trust and Safety and Investing in Seller Development on the site
We had met last February where we discussed many topics of interest of both buyers and sellers. I am back to give you some more updates on the Trust and Safety and on Seller Development front. Also, I will be available on June 29th 5-6 PM on this thread for an Open House discussion on the topics.
Trust and Safety Updates:
Enhanced Communication with Buyers in case of dispute – We want to ensure that our buyers who have filed a dispute, do not miss out on Buyer Protection claim. Thus, we have introduced enhanced support for buyers who file a dispute. With the new processes, any buyer filling a dispute will not only be regularly informed on the timelines, but will also be educated on the process to escalate the case for buyer protection claim.
Warranty Policy – In order to bring greater transparency in the warranty being offered in listings and to reduce ambiguity that leads to bad experiences between buyers and sellers, we introduced the Warranty Policy. This will ensure that all buyers are completely aware of the warranty that accompanies the product and thus will make an informed decision. It still early days to see any impact, however I am confident that in the coming week sellers would start abiding to this policy
Reduction in Unpaid Item disputes – I am glad to inform you all that the measures taken to reduce the Un-Paid items have borne good results. We have seen a consistent decline in site wide UPI rate. Some sellers have already reported a decline in their individual UPI rates. I hope all our sellers would have seen the benefit of the same.
Improvement in Seller Non Performance - I am glad to inform that we are doing certain changes in the SNP which would help genuine sellers. I will share more details on this during the open house session.
Seller Retention and Development Program
Business Badshah – The Business Badshah program was initiated to encourage sellers to increase their business. Some sellers have already received the benefit of the program. Most sellers will start seeing the credits in their account by next month. It was great to see an increase in business of many sellers. I hope you are as much proud of your improved performance as are we.
New Seller Support – Based on the feedback we have done some changes to our current program that helps new sellers in building their business on ebay. The changes include the period we proactively reach to new sellers and give guidance across all aspects of successful selling on ebay
Increasing feedback Adoption - Feedback is the cornerstone of the eBay Marketplace. We believe that feedback adoption by most buyers will greatly benefit genuine sellers. I am glad to inform that the various efforts taken over the past few months like, Detailed Seller Rating, Cricket Mania Promotion etc have greatly helped in increasing the number of buyers who are leaving feedback on site.
As I mentioned earlier, I will be present on the Community Boards for an Open House Session on 29th June 2007, 5 – 6 PM. I will encourage you to post your thoughts, comments and suggestion on this thread. I am looking forward towards this meeting and I hope to gather lot of useful feedback from you.
See you on 29th for Open house discussion!
Regards,
Sharat Digumarti
Senior Manager - Marketplace Health
