Open House Discussion with Sharat on Customer Support on 2nd Dec, 4–5 PM

[sapana@ebay.com]

On Sharat's behalf:

Hi, I am Sharat Digumarti and I recently taken up the responsibility of managing Operations and Customer Support for eBay India. I invite you to join me for an Open House discussion on eBay PaisaPay operations and Customer Support.

Over the last one year, we have taken multiple initiatives, to make your eBay expereience a pleasure.

• Revamped Buyer protection program into eBay Guarantee* making it Simpler, faster & convenient for our Buyers to resolve their concerns with their purchases
• Extended Seller Protection policy to protect Sellers interest
• Expanded PaisaPay payment options (Credit cards / Debit cards/ Banks transfers/ Prepaid cards / Cash On delivery), enabling buyers to chose their preferred payment mode to pay for their purchases on eBay
• Expanded from “only email” communication channel to also include Chat as a option for resolving certain TnS related queries
• Launched Max caps for Shipping & handling charges to provide transparency to buyers on the overall cost of the item
• Implemented mandatory 5 star for shipping & handling DSR for free shipping transactions
• Implemented & fine tuned (basis community feedback) INR policy to penalize Sellers who have high INR rates.

Having said the above, I also believe that we still have a long way to go to deliver on the high expectations of our members. On Thursday, Dec 2nd from 4 PM - 5 PM, I shall be available on this thread to hear and understand your requirements such that we can bring further improvements in the Customer Support team and operations process.

Looking forward to meeting you here!

Thanks and Regards,
Sharat Digumarti
Head – Operations & Customer Support

[sharat@ebay.com]

Hi Ajay,

Thanks for writing in. Your feedback on communication has been discussed with the reseller and corrective measures have been actioned.

To explain briefly how GEB works for benefit of larger set of buyers:

a.GEB is a platform where items listed on eBay.com are showcased to buyers in India to provide an international shopping experience

b.i2c World is a reseller on Global Easy Buy. Once a buyer places an order on Global Easy Buy, the reseller procures that exact item from the corresponding US Seller and ships it from the US to the buyer in India. i2c World, therefore, does not actually maintain inventory of items showcased on GEB

c.When attempting to procure items from the US Seller, there are instances where it takes longer than expected for the item to arrive from the US Seller to the reseller’s hub in the US leading to a delay in delivering the same to the buyer in India

We are constantly striving to enhance the shopping experience on Global Easy Buy and you should see improvements in the near future.

Regards
Sharat

[usefulwebproducts]

Many sellers have multiple ids. Is it possible for a buyer to know that the ids are linked, so that the seller can be avoided?

Also what measures do you have in place to verify your buyers? For auctions many buyers do not pay up, the seller has to pay a fee, and getting a refund for unpaid items is a cumbersome process.

[sharat@ebay.com]

Hi rhtdm.6624

We are aware that some of our members had to wait longer on the phone lines to talk to our Customer Service team. In Oct and Nov, we got overwhelming response from members on Diwali campaign and other initiatives and there was an increased call volume on phones.

We value your time and I’m glad to tell you that we’ve made progress in necessary changes in the team to respond faster and hoping that our members will start noticing it in the coming weeks

Regards
Sharat

[netbizonline]

recently received a DTDC cosignment from a seller.No sign of tampering visible from outside except both the short ends of the envelope were folded taped and stapled.when opened coin was missing only damaged coin holder was found.
contacted the seller and he said I have packed the coin myself how can it me missing.In short he thinks I am fraud buyer.Similarly i am thinking he is a fraud or coin might have been stolen by courier staff.Now how our resolution centre can find the truth and do justice to ebayer.I am totally lost and frustrated.

[sharat@ebay.com]

Hi arihant_enterprises,

At times it takes upto 24 hours for a listing to get indexed with the main search result. However, as of now, out of your 77 live listings, 59 are appearing in search. I will ask my team to check if there is a specific issue with your account.

I will ask one of my team members to contact Someone from my team will get back to you on the same.

Regards
Sharat

[sharat@ebay.com]

Dear savedeals10

Thanks for the post

I will ask my team to investigate the feedback left from these buyers and remove them. They will also take necessary action against the buyer ids

Some one from my team shall contact and update you

Regards
Sharat

[learningratnas]

Dear Sir,

We are Learning Ratnas, Book seller, the new Paisa Policy is indeed good to keep check on not so good sellers.

Our concern 1:We aim to list apprx 5 lac titles, these list is as per publisher inventory, what happens if we are not able to procure within timelines inspite of our best efforts

Concern 2: imported books take 4- 5 week to arrive

Concern 3: due to courier delay or services not available there is refund

Concern 4: For remote areas & north eastern states, customer refuses to pay actual charges

[netbizonline]

Many hyper links in the ebay courier tracking page are either wrong/invalid or outdated needs to be corrected.This is long time pending-- I am observing since last year.

[sharat@ebay.com]

Dear learningratnas

Thanks for your feedback

The team is aware that there may be such instances and they will review the case and will reverse the penalty. In case you are impacted by this new policy and believe there a genuine case for us not to penalize then please feel free to contact our customer service team with the details

Also will review and change the policy for certain categories to ensure the policy implementation is fair and in alignment with the category requirement

Regards
Sharat

[sn-shoppe]

Hello sharat

i am really upset with fake buyers

Please reduces Some days For Unpaid Item case

now sellers waiting for 8 days To get their final value fee if He/She Genuine Buyers They Mostly Pay within 2 day,

Please Make It For 4 Days two day's for Open unpaid item case & 2 days for close

I Think 4 Days Is Better & Fast

Its Good If You Make This Unpaid Item Automatic System If any buyer dont pay with 2 day its should open unpaid item automatically & close within 2 days if buyer Dont response unpaid item,

Its Save Sellers time

Regards Lakshmi
"Sn-shoppe"