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 123basker,

I am sorry we had to delete your post, because it contained contents from a post that violated Boards usage policy.

However, I will like to answer your concern on what we do with sellers who do not ship products to buyers.

While most sellers on eBay are great community members, who generate good deals and products for our sellers, we also have occasional bad apples who result in bad experience for a buyer.

There are various things we do against such sellers, which include taking proactive action by blocking sellers who could be potentially harful for the marketplace. Other actions can include measures such as temporary or permanent suspension fro the site. We also actively work with law enforcement agencies in various states in order to arrest users who indulge in fraudulent activities.

To build and maintain Trust on eBay platform is one of our key priorities and we are focused on working towards the same. Our community members can actively help us in the same by reporting potential cases, leaving factual feedback and reporting INR / SNAD cases as and when they occur.

I hope the above answer gives you some context on the law enforcement side of Trust and Safety. Please feel free to post any other question or concern.

Regards,
Vasundhara

[vasundhara@ebay.com]

Hi cochinmall,

Thanks for letting me know your thoughts and suggestion on various subjects. Let me try to answer your concerns in the order you composed.

I am disappointed to hear that you had a dismal experience from eBay India Customer Support. As I have mentioned earlier, one of our biggest focus are going forward is to improve our members satisfaction.

I thank you for your genuine feedback and assure you better quality on emails.

Your suggestion on improving PaisaPay Customer Support, I agree with you that they need to be improved, and the teams are already working towards the same. You will hopefully see the improvements in the near future. On your suggestion to reduce PaisaPay fee, while I will share the suggestion with PaisaPay team, I will share my understanding on the topic. The current PaisaPay charges include various expenses like bank charges, and protection from chargeback. While the chargeback protection service makes PaisaPay a safe and desirable service for sellers, it also adds to the charges.

On your thoughts on increasing number of policies on TnS – As our Community is growing, so is its need to have greater safety on site. Keeping this mind, we constantly create new policies and upgrade the existing policies. However, rest assured the intent is never to inconvenience a genuine user. In case a genuine user makes a mistake, he is asked to go through a tutorial to ensure that he knows about the policy and takes adequate care in future. To make the policies easy to read and understand, we have recently launched tutorials, and I will encourage you to take time out to read them. It will give you good learning on various policies and why they exist. Links to the tutorials are:
Buying Tutorial - http://pages.ebay.in/help/tutorial/buyingsafely/js_tutorial.html
Account protection - http://pages.ebay.in/help/tutorial/accountprotection/js_tutorial.html
Marketplace Policy - http://pages.ebay.in/help/tutorial/marketplacetutorial/js_tutorial.html

Do keep sharing your frank and honest feedback on discussion boards in future.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear Babin06,

I have forwarded your concerns to the team and they would get back to you at the earliest.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear Prashantsane_sane,

Let me try answering your question in the order you wrote them:

Non paying buyers

I realize the discomfort caused by such buyers.

Ebay has a very powerful tool that enables you to decide the kind of buyers who can bid/purchase your products. This tool is called the “Buyer Requirement Tool”, which enables you to select the criteria of buyers.

Currently you can block buyers who do NOT meet all or any of the criteria like Buyers in countries to which you don’t ship to, Buyers with a negative feedback score or even Buyers with Unpaid Item strikes

You can also ask your bidder to verify himself before he bids/purchases your product.

To set your buyer Requirements, follow the instructions below:

a)Log into “ My Ebay Page”
b)Under “ My Account”, click on Preferences
c)Under Buyer Requirements, click on “ Edit” & select your criteria’s

I would strongly urge you to go through these tools in details which may help you reduce number of unsuccessful transactions.

To know more about this, click on the link below
http://pages.ebay.in/help/sell/buyer-requirements.html

FVF credit and UPI

If you get such non paying buyers, you can request for a credit on the selling fees (FVF).

All you need to do is open a Unpaid Item Dispute from your account and then escalate it to eBay after 7 days. UPI dispute would send a reminder to the buyer asking him to come forward and complete the transaction.

You file for a UPI within 60 days from the transaction, if your transaction is old than 60 days, write an email to the eBay Collections and they would review your request.

To send an email, use the online form:

PaisaPay feedback

We appreciate your feedback on PaisaPay operations. While PaisaPay team is working to improve the services, I have sent your suggestions to the team for review.

Regards,
Vasundhara

[babin06]

They never come back easily. They have been harassing for the past 1 month.

I thought you could be a help to me. But you are also a part of the same policy.

Anyway thanks for the reply.

Sorry for taking your time.

babin06

[vasundhara@ebay.com]

Dear Manishadiamond,

All our endeavors are to answer your queries and concerns appropriately and it saddens me whenever I come across anybody whom we have not been able to answer.

I will have to look into your specific issue but all I can say here is that we are trying our best to improve on customizing our mails.

Hopefully your next experience with us will be much better. Pls do keep writing in.
Thanks for your feedback.

Regards,
Vasundhara

[vasundhara@ebay.com]

Hi Mysalesoffer,

Sorry to hear that you had an unpleasant experience with us. We will surely take corrective action.

We are making all efforts in the direction of providing proper training to all our team members and hopefully next time when we interact you may have a better experience to talk about.

Regards,
Vasundhara

[ganeshimpex]

hello sorry for being late..just want to asked did customer care exsist or what.. ebay is a MNC there customer care worse than mtnl... any question you asked the same format will get in reply... they never have solution always buyer or seller fault sorry we cannot do any thing paste the link of policy... ok we reply now funny thing the reply did not goes to same executive who handle our query it goes to another executive again he paste the same policy and send it... atleast look at the below email see hat is happening... according us customer care not even show keen that they wanted to solve the issue...it looks like for formality they are in ebay working.... buyer and seller both are suffering from customer care stupid reply... and no solution

[vasundhara@ebay.com]

Dear Ganeshimpex,

I completely empathize with your frustration and also offer apologies for the same.
We have initiated a plan to rewrite our content that we use for responding to our emails. We are also making efforts to make sure that we see previous interactions before we respond to a fresh mail.

Hopefully both these initiatives will help combat the issues that you have raised.

I will be looking forward to your feedback next time around on this.

Thanks

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear All,

It was great to be here.

I hope I have been able to satisfactorily answer most of your queries and also share some information on how we work and what we do.

On behalf of the entire CS team, I appreciate all your feedback and we all hope that you will see us improve over next couple of months.

I will surely be here again soon to interact with you and get your comments and suggestions first hand.

Please keep sending in those Satisfaction surveys as many times as you can as that is the pulse of how we are doing and a continuous review mechanism of the teams’ efforts.

Thanks all,

Regards,
Vasundhara