Open House on Customer Support with Vasundhara on August 30th, 4 to 5 pm

[vasundhara@ebay.com]

Hi, I am Vasundhara Bhonsle, Head - Customer support, and I invite you to join me for Open House Discussion on eBay Customer Support. Last time we met, you told me about many areas that required improvements in eBay’s Customer Support team. Since then, based on your feedback via CS satisfaction surveys, Discussion boards and Top User meets, we have introduced various changes to the Customer Support team to deliver improved service to you. Some of those key changes are:

1. PaisaPay Phone Support – few weeks back we launched ‘PaisaPay Phone Support’ to support any PaisaPay related query of our users. In the past 25 days, we have already serviced close to 500 users and are encouraged by the feedback received by members on the same. If you had had an opportunity to use the service, do let us know what you feel about the service.
2. New Chat tool – In the month of June we launched a new chat tool that allows us to deliver faster service to even users on dial up connection. The tool also helps in increasing the efficiency by which a CSR can respond to a user.
3. Faster access to Customer Support – We introduced the contact us link in the new eBay header. Now, you can access us from almost any page on the site.
4. Pro-active outreach to members with Disputes – As Sharat Digumarti had announced some time back, we started calling out buyers who had filed a dispute. In this call we explained to the users the process of managing disputes and buyer protection. This has helped us improve the buyer experience on the site, thereby ensuring that those buyers continue to enjoy their stay on eBay.
5. Investment in training of a Customer Support representative (CSR) – Another important investment for long term development is the higher than ever focus on training and improvement of our teams. While this is not directly visible to you, whenever you are satisfied by the interaction with Customer Service, it is curtsey the training that the CSR has received.

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, Aug 30 from 4 -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.

All compliments and complaints are welcome. However, I will request you to share your views on strengths and weaknesses of eBay Customer Support. In case you have a specific complaint that was not addressed by Customer Support team, then do write in to vasundhara@ebay.com. I will get my team to look into the specific issue.


Regards,
Vasundhara

[vasundhara@ebay.com]

Dear veedeedirect,

This is a typical example of a human error and to you I offer sincere apologies for the same.

The mails sent from paisapay@ebay.in cannot be replied to or received by the PaisaPay team since its only an email address for originating the mails and mails replied to this email address do not reach us. You will have to forward refund requests received by your buyers via Contact Us.

I sincerely regret any inconvenience you may have faced due to this issue. I thank you for your feedback and will certainly make sure that we do not make such mistakes in future.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear kar.sundar,

You must have received a response from me for your particular concern separately.

However, the concern that you faced gives me an opportunity to explain to all our members about how the Credit card payment gateway works in case of Paisapay payments that are manually reviewed by the Paisapay team.

Lets take an example, I am buyer and I have bought a furniture item worth Rs.10,000. I pay through my Credit card and my payment attempt is identified by the Paisapay team for verification. When I make this payment, the gateway enables a block of Rs.10,000 on my card. The amount does NOT get debited but the available credit balance on my card is reduced by Rs.10,000. If my payment towards the furniture item is rejected than the hold is released and my credit balance returns to its original amount. In this scenario since there was no debit, there is NO credit. In case my transaction was accepted then the Credit Card would be debited.

It is helpful to enquire with your Credit Card Company about the release status however you can do the same only if you have the Transaction id/authorization id that gets generated when you make the payment. We have already mailed you the requisite information / transaction id that you can use. In case, any other buyer needs the same, please do feel free to contact paisapay support team and we will be able to give the details to you.

I hope this detail helps all buyers and sellers in understanding the concern better.

I am sorry to hear your experience and I hope that you will not have any cause of worry in future.

Regards,
Vasundhara

[sapana@ebay.com]

Hi,

Thanks a lot for all the questions! I hope you got answers to some of them today. We shall be archiving the thread for future reference.

I hope to see you again on our next Open House Discussion that will soon be announced.

Thanks and Regards,
Sapana