Open House Discussion with Vasundhara, Head, Customer Support 1st Dec 5 PM

[sapana@ebay.com]

Dear Members,

We are pleased to announce the next session of our Open House Program where users get an opportunity to chat with the eBay India Team.

Join Vasundhara Bhonsle, Head, Customer Support for an online discussion on Customer Support of eBay India.

Vasundhara will be available on this thread on Friday, the 1st of December, 2006, from 5:00 PM to 6:00 PM IST, for an interactive discussion with our community members.

You can submit your questions before or during the event by making a post on this thread. Click Here for help on using the discussion boards.

See you on the 1st at 5:00 PM!

Thanks and Regards,
Sapana,
Community Development Team

[vasundhara@ebay.com]

Hi poorammare_1,

I understand your frustration as a buyer and my apologies for the same. However, we have taken some steps to improve buyer experience in the Mobiles and Accessories category.

In addition to increased education of the sellers, we are also launching listing fee in the category. This will hopefully lead to improvement in quality of listings on the site and will take care of all the problems mentioned by you. The changes shall come in effect by 4th of December.

Thanks

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear snrama,

Thanks for your appreciation.

We at eBay (not only at CS) take great pride in the fact that our community helps itself to the best of their capability. You yourself have been one of the most helpful members on the boards, and I will like to express my appreciation for your work.

In addition to interacting with Community members, this is wonderful opportunity for me to thank all members like you who help others and make everybody feel like a part of one extended family.

Thanks again,

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear joshton_in1,

I am really sorry to hear your unsatisfactory transaction on eBay. While we have lots of genuine sellers bringing in great products and deals for our buyers, at times we also have cases when buyers have bad experience. However, to protect our buyers from such transactions, we have eBay Purchase Protection in place. eBay Purchase Protection protects your eBay transactions up to Rs 50,000 in case of PaisaPay payment and Rs 10000 in case of other mode of payment.

In your specific case, I hope you had filed for the Item not received dispute and escalated the same to Buyer Protection claim. If you had paid via credit card, please claim for a chargeback from your credit card company.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear bist_ns,

I appreciate your concern, however, as you must be aware the seller chooses the delivery service as per the factors like cost and coverage. EBay does not influence the same directly. Having said that, I would also like to mention that we have been trying to promote good courier services and have promoted DHL for international sellers.

For local sellers, we have tried forging a relationship with courier companies, however, they feel that operationally it might not be feasible for them to service various eBay sellers at various locations.

However, I am sure your feedback here will reach out to other Sellers reading and it may set them thinking about choosing more reliable courier services.

Thanks all the same.

Regards,
Vasundhara

[vasundhara@ebay.com]

Hi kuttan_k,

To answer your first question on mobiles and accessories category, as you might be aware that we have restructured the fee structure for mobiles and accessories category. This I believe will be an important step in improving the buyer and seller experience in the category. With the new fee structure, we expect sellers to improving the quality of listings, thereby improving buyer experience. I believe the changes will start reflecting by the 2nd week of December.

ON your suggestion on adding 3g and edge to mobile product finder, I will certainly forward the suggestion to the concerned team who will evaluate the suggestion for next round of changes.

I think your suggestion on User rating option is extremely interesting and I also agree that customer is the king (smiles). We have recently launched a new sort functionality called ‘Best Match’ to improve your buying experience and is on similar lines with your suggestion. This sort functionality takes into account various parameters like how many users have bought the item, how many viewed it and found relevant etc.

To use this feature, click on sort functionality at top of any search page, click on the drop down menu and click on ‘Best Match’.

Please feel free to write back if you have any questions on ‘best match’ or any other question or comments.

Regards,
Vasundhara

[vasundhara@ebay.com]

Hi Shop.kc,

Listings that submitted to International site would definitely appear, if you opt for International Listing from your eBay India account.

However, the way every item appears on International sites can differ, for example eBay.com (US site) and ebay.ca (Candian site) would show your product in the Default search, on the other hand eBay.co.uk (UK site) would only display your item if the buyer chooses to see “all items including those available from international sellers”.

To have your items display by default for UK buyers, you would need to list your items directly on the UK site (the policies and fees of the UK site would apply).

I hope this clarifies.

Regards,
Vasundhara

[vasundhara@ebay.com]

Hello ‘satheeshstamps’,

I have forwarded your concerns to the PaisaPay team. They would review it and contact you shortly.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear Skyshopindia,

Thanks for your appreciation. We really need all that we can get. 🙂

Your idea for the Call Center is something that we have been hearing in various versions from some other members as well.
The thought, as I also mentioned to emailswarup earlier, is that we are a net based business and therefore it just makes more sense to be available through the same channels as people do not need to go away from their Computers, or off eBay to contact eBay for help. Having said that we do realize that we may have to go down that path may be a little later as eBay India business grows, but not in the near future. I am sure we may just pick up the skeleton of the process that you presented here and actually put it in place. Great Idea.

Thanks

Regards,
Vasundhara

[vasundhara@ebay.com]

Hello Shree_krisha_gems,

I understand your frustration as a result of one of your listings being removed for violating our Multi-Listing Policy and I would like to thank you for expressing your concern about this situation. Our Trust and Safety team works very hard and are committed to maintaining a safe trading environment on eBay. However, it is important to remember that there are actual people working behind the scenes to make this happen, and do make mistakes.

I have discussed this case with the concerned team. They have reviewed and taken corrective action in this case. They shall be communicating the same with you on email. Again, I appreciate the time you have taken to bring this matter to our attention so that we could look into it further and apologize for any inconvenienced caused to you.

In the event that you have any specific queries with regards to this situation, I would encourage you to write to Trust and Safety by using the Contact Us webform within the Help Pages and they will be happy to assist you further.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear touchnshine,

I appreciate your feedback on the toll free number and will definitely make efforts to improve your experience on the same. Your idea about the SMS is also interesting and we will see how and when we can work around it.

Regards,
Vasundhara