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

[deal_saver_e_bay]

:^O Most Sellers have differnt problem's and some problem are very difficult to solve.

But one think is the stritct ebay refund policy which proves good in favour of buyer specially when he is WRONG AND EBAY CS FAVOUR HIM BY SAYING FILE "ITEM NOT RECEIVED - CLAIM". Same is the case with ebay.com.

Rest, i m happy as a new buyer & seller @ ebay.in
Ebay is a worldwide success story and i love to buy through China & HK(Ebay.com).

[rhtdm.6624]

Dear Sharat,

As you mentioned that you implemented customer support phone team. Whereas if you check by calling them you will come to know how they answers on a call also more than 20 minutes will be required to connect call to executives. I am facing this Since from last 3 months.

It will be nice if you do something about it.

Regards
RHTDM.6624

[discusinfotech]

Hello sir
what about the buyers who bids an item ( most of them are new buyers with 0% feedback) and never turn up to pay the amount. Even remainders to them are in vain. ??Seller have to apply for refund for the refund of FV fees

thank u

[snrama]

Hi Sharat,

Its nice to see you on boards.

First of all, thanks a lot for Implementing the New payment methods and making the Max S & H Charges. This has increased a lot of sales last month.

There are some categories like Headphones which has been set to Rs.55 as max, I deal in Sony, SteelSeries & Sennheiser where most of the headphones are more than 1KG (with Packing). How can we go through it?


Secondly We sellers are facing lot of issues with buyers especially new customers.

We get negative / neutral feedbacks without valid reasons.

Recent Negative from anup85: Fact of no internal memory was not highligted

This is for a Transcend Digital Photo Frame and we have clearly mentioned in description that it works with either Memory Card or Pendrives, We haven't mentioned Internal Memory in any one.

How does the seller gets protection from getting feedback though he has sold as per description? Though Community Court is there, it takes approx 10-15 days to get through the issue.

We work hard to meet buyer satisfaction, But at the end all goes in vain from new customers without our mistake.

Either the feedback revision requests should be given or any other alternative like Mutual FB Withdrawal should be reintroduced as Indian Customers doesn't have full idea about the value of the feedbacks. ---------------
With Regards,
Navaneeth (snrama) 😉

[learningratnas]

Dear Sharat Digumarti,

Greetings from Learning Ratnas !!!!

Thanks for the initiatives to ensure best buying experience by e bay community.

The new policy will keep a check on not so good sellers as well. I have some concerns, we are under category of book seller on ebay.

A) We list as per list given by publisher, we maintain all records regarding the same.

B) We take nominal/genuine courier expense @Rs28/- per book via Air Priority.

C) We also list foreign/imported books & do not charge any import freight.

Concern: Sometimes we have genuine constraints, when the publisher is not able to provide inspite of best efforts & when there is import title delay. Delay could also be due to reprint & new edition launch

At the moment we are doing entire revamp/editing of all listings on ebay to ensure updated inventory is listed.

Courier expenses to North Eastern/Lakshdeep/Remote Areas in min Rs82/- Per book. Customer refuses to pay actual genuine expenses.

In the above cases, we are left with no option, rather refund the amount. Can the system/process take into account genuine challenges we book sellers face. Hope Ebay would do something to take into @ this constraint & this new policy does not put us into disadvantage for we intend listing more than 5 lac books on Ebay & give best buying experience to ebay community.

Warm Regards
Mrs Simardeep Kaur
93-1130-1389

[np_ajay1432]

Hi Sharat,

As a buyer, I am happy with the service that ebay provides for purchasing a product within the country. I personally feel that it is very safe to purchase products through ebay via paisapay.

However, I am really upset with the global easybuy services. The seller does not respond to the emails or calls. I am not all that sure how the concept works. I can make out that this is a monopoly type. I had to wait for almost 10-15 days to get a confirmation that the seller is not shipping the product and amount has been refunded. If this was informed earlier, I could have purchased this product offline without the extended wait time. My concern is with the seller not responding to emails and calls which is heights of rudeness. I will never think of purchasing products via global easybuy again.

-Ajay

[pritam1006]

Dear Sharat,

I am not sure if I am putting right querry in here!

I see many branded listings on ebay. Being branded, they are high value too (I say high value but at reasonable prices than you buy it from market).

Do you make sure, when any such listing is put up on ebay, that the products are not fake/remanufactured/cloned so that your buyers are not cheated? I am sure its your (ebay's) responsibility. I know, being such a huge online market place, it may be uncontrolable thing for you. But any seller selling branded item, must be having some certificate/contract with such brands! You can ask them to submit its copy to you enclosing it in the listing.

Just would like to highlight that there are sellers & also (unfortunately but true) some Powersellers selling fake mobile devices. ---- "all (genuine) sellers are requested, please dont mind my claim, but it may not be for you if you are selling authentic material. But I am wrting it out of my own experience only."----

I know, its big claim/statement, but you must make sure that all your sellers are listing & selling genuine material only. It will not only secure your buyers' money as well as you image too.

Would appreciate your reply on this with what all such measures you have taken to ensure genuine product being sold on ebay...

[ultimate.traders]

i dont know if you guys take it seriously or not.but i think ebay is doing a good job with there ebay gaurantee,however there has to be some security given to sellers with there living.
ebay just strikes off and suspends sellers without notifying them.I agree fault is somewhere of seller also but ebay claims to be a community so i think people in community should be given chance to represent there case and not leave on mercy of 1 month old buyer who exaggerate and represents faults..
THERE ARE MANY PEOPLE WHO ARE FINANCIALLY DEPENDENT ON EBAY SO EBAY SHOULD UNDERSTND THAT AS WELL.
SHARAT WHAT IF YOU HAVE TAKEN A HOME LOAN DEPENDING ON REVENUE GENERATED FROM EBAY AND NEXT DAY YOUR BOSS KICKS YOU OUT AND FIRES YOU..WHAT WOULD BE THE FEELING..CMON SHARE WITH US ON 2ND DECEMBER.
and ebay should understand that no seller would intentionally deliver anything wrong when they know that they will not get money and top of it they will get free hassles..
I HOPE YOU GUYS ANSWER TO THIS ..
I HOPE SOMEDAY MR.FOUNDER READS THIS "SIR YOUR COMPANY IS NO MORE A COMMUNITY"

[oriflame_in]

Hello,

I have been selling on ebay for just 3 months and the issue I am facing is that of non confirmation of items by buyers after they receive it...this happens mostly in case of new buyers...they never confirm and the payment gets delayed.

Sellers get regular notifications for shipping their items until they provide shipping details...what about notifying the buyers to confirm the receipt of the items atleast ONCE or TWICE ? Most buyers do not even know that sellers do not get the payment till they confirm the receipt and some of them do not confirm even after you tell them that.

[amitava123gems]

Hi,
I think, the community members should participate in all eBay promotions and programmes and make their contributions to enhance the image of eBay. Somehow, eBay guarantee is one such thing. Had the PaisaPay continued the issue refund button even after entering shipping details, this issue could be say about 75% less pinching. Why not make seller refund easier?
Thanx,
Truly,
Amitava