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

[pc_gaming_store]

Hello,

We would just like to state in the past 2 months we have really witnessed a great improvement in the efficiency and level of customer support provided to us by eBay.

Kudos to you and your team for working hard and making it possible.

Though all the representatives we have been in contact with have been a delight to communicate with a due mention must be given to Elvis whose support has been exceptional to say the very least.

Thank you and wish you the best.

[amitava123gems]

Dear Vasundhara madam,
Your team had always been very helpful.Thank you very much.
I suggest that you show little bit lineancy while removing listing for higher shipping.You must be knowing the tariff of blue dart for doc/non doc shippings.The minimum we got to pay is INR 200.
Best wishes and blessings to you and your team.
Thanx,
Truly,
Amitava

[bollywooddiva]

Dear Madam,

Thankyou for all the improvement done by you and your team in eBay.in,
But i have a few points to be cleared from your team,
1. High shipping:
What is the basic and maximum shipping cost your team is looking at?
Please clear this as this is the 3rd time my listings have been pulled down for high shipping. My local shipping charges were 89.00 and additional was 49.00
I want to know to which limit they will not be pulled down.
as these consignments are not shipped via vichare courier ,we use blue dart and a local shipment of blue dart costs us 45 rupees per 500grms + taxes 12.36% + fuel surcharge 15 to 18 % depending on the international markets of aviation fuel in the closing of that respective month + packing charges. I definitely know it crosses 69.00 rupees

2. How to resolve feedback disputes with INRSWEBHELP?

Let me tell you a small thing,
We received a SNPS notice in one of our ID; I was informed to open ODR dispute resolutions since there were 5 buyers with multiple item purchases
I was told by your team to open a single case for single buyer with ODR and MENTION ALL THE ITEM NUMBERS IN IT. So we did.

and received the resolution for the same and later it was forwarded to INRSWEBHELP but to our surprise only those item numbers which where mentioned in the case filing window ie: only 1 item per buyer and only 1 feedback was withdrawn. Rest all remained the same.

Later when we contacted your team they told we will have to file each case separately even though it belonged to the same buyer and within this time frame the dispute was more than 90 days old.
So ODR Cases cannot be filed

As an alternate solution, we were asked to send mails to the buyers every alternate day and the same to be forwarded to INRSWEBHELP stating that INRSWEBHELP should be aware of the mails been sent to the buyers

To our surprise again on the very first mail we received a mail from INRSWEBHELP that please do not mail or cc to us till the mail contains any thing which directly needs our reply to that mail
So please do not cc any mails to us

Now dear madam will you please clear this as to how things are to be sorted out? Your team members are not aware to the exact procedure, so how does the seller know?
More over it is even funnier that dispute related to feedback has to go through mediation in ODR with 500.00 Rs fee and any dispute with item not received or not as described has to be without mediation that is 50.00 Rs
I don’t understand which dispute is more serious the feedback where the buyer gives neutral or negative for the product or where the buyer has lost his money for item not received?

I am sounding a bit rude but it this is sheer frustration that a seller who is associated from baazee days now eBay since last 5 years has to go from pillar to post to resolve few feedbacks of concern to eBay but not a major concern to the buyers who have left the feedback.

Buyers leaving neutral say I left neutral I didn’t leave a negative so for them neutral and negative are poles apart but for eBay it is a feedback to be resolved.
I hope I may get a reasonable solution to this

Regards

cameras-n-ipods

[rediceauction]

Hello Ms. Vasundhara

Its pleasure contacting you here...

I am writing you regarding chargeback issue for PaisaPay ID 19696858200.

To give you some brief details first :
Buyer - mahendrak_agarwal
Shipment details -
sent through http://www.dtdc.in/ (DTDC courier company website)
tracking number - A10610209
Order received on 17th June
Shipped on 19th June
Delivered on 21st June
Positive Feedback left by buyer on 25th June
Chargeback done on July 6th
POD for same was also emailed to your paisapay team.

Item was shipped to below address :
Amit kumar
3009, munirka, near market
delhi, DL 110067
India
9868168106


I have sent email to paisapay team quite a few times but they never bothered to revert me, then i chat with support team online few times, they told me to contact buyer, but i cannot reach buyer on mobile its out of service, no reply to email, and i think your team also was unable to reach buyer, then they told me they have taken the issue with bank,, but finally they told me they cannot give me credit for amount charged back...

This was 100% fraud buyer, he received the item, left positive feedback and never complained about item also he didnt emailed me mentioning problem with item, he just take the money back and never returned back the item... now this buyer is no longer registered on ebay.
If the buyer was right then he shud be registered on ebay and shud communicate with seller to resolve the issue.

now what shud i do ? i loose money and also buyer kept the item.

This is small money, but what sellers shud do for such situations if they occur in future, what security does sellers have ??? how can ebay protect genuine sellers and how does ebay resolve to such issues ?

Shall appreciate your action into this issue and shall appreciate your response to same.

Best Regards,
Kuntal
eDealsDirect

[cochinmall]

Hello.

I received a negative feedback on 16th august and a very unjustified one.All because of the paisapay team.The item number was 320142629924 with the paisapay id 19993851845. It had choices of local and national s&h.The local s&h is free.

Once the auction got over,i was really shocked!! The s&h and the taxes were not calculated in the final bill even though the buyer was from outside my city!! How can this ever be possible?? I contacted the live help and they told they would help.They also told not to the send the item unless the issue is resolved with the buyer.I waited for a reply from the buyer,but the reply what the buyer gave was a negative feedback!!!

I know that the ebay team is just for a name sake and wont do anything.Sapana ji,if you are reading this scrap,i just have to ask you one thing,does ebay ever fix the bugs which occur frequently?? I cant clear my negative feedback and your team would never do it,will you? It was a clear fault from your side(paisapay and ebay customer care) and the seller is sufferring for it.You can clarify it with the paisapay team too.Can you do some help?? I dont want a lousy explaination and i know that this post would be neglected by you.

Regards
Rahul
cochinmall

[electronics.superstore]

Hello Maam,

I have just started selling on ebay and to my surprise the very first few products i listed was pulled down by ebay saying it was a circumvention of ebay fees. My shipping charges were 200 Rs only. I am not sure if you are aware of this since small sellers like us are not having contracts with bluedart we are not able to send a parccel for anything less than Rs 200. Kindly understand the frustation it caused to a new seller like me and how this act of yours will refrain people from becoming sellers. Kindly understand the issue and appreciate if you could let us all in the community know what are you doing about this issue.

[costtocostmall]

Halo mam
I am a new seller on ebay . Recently ebay pulled out many of our listing saying avoidence of ebay fees \ excessive shipping charges. We would like to tell you that we are having many product our costing Rs.1 to 99 (approx.) and actually we had to just clear the stock. Hence we are selling products for eg. for Rs.10 + shipping of Rs.49(local) and Rs.99 (national) in respect to this .kindly answer following questions:
1. our shipping charges includes packing and handling charges are they excessive?
2. Our courier company is just charging Rs.30 for local and Rs.70 for national (approximately for packets <250gms. as maximum of our low price product are very light) do you think charging 49 and 99 (which includes all type of packing cost) is extra.
3. In respect of this it is common thing that for a courier company it doesnt matter whether your product is a jewellery worth Rs.5000 or a pen fm worth Rs.50 he will charge you flat charges as mentioned above.
4. Companies like dtdc and blue dart are charging at least Rs.200 (app.) for any packet(<250gms) if we uses these companies how we will pass this cost to buyer?
5. In respect to clause of avaoidence of ebay fees ,as per my knowledge if we sell a product at Rs.1 or if we sell product at Rs.60 we have to pay flat ebay fees of Rs.3 than i dont think ebay should be having any problem whether we sell a product for Rs.10 or Rs.60 the fees will be same.
6. Even we are interested to clear some stock at its cost price which is as low as Rs.1 How can we do it.
I hope you will understand my problem and help me out.
Thanks

[indconcepts]

Hello Vasundhara,

It's great to have you again on Community Board.

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 exclude Saturdays and Sundays whereby PaisaPay Phone support is not available then you have served 500 users in the last 17 days.

Mind blowing 30 users per day ... to start with.

Do you think it's a better idea not to provide PPPS on Sat & Sun ?

Even new upcoming shopping portals are offering 24x7x365 days phone support to build up trust amongst the Buyers.

If a person can buy an Item at 2:00 in the night then why shouldn't he have access to phone support at that time.

A Buyer Buying an Item at 6:00 p.m on Friday and wanting to contact PaisaPay would have to wait for 64 hours.

When PaisaPay's other divisions can work 24x7 then why not PPPS ?


But otherwise .... there has been vast improvement in Customer Support if we look back and compare it with what it was 6 months ago. .


best regards

Umang Midha

[snrama]

Hi Vasundhara,

It's great to see you again on Community Board. Almost all the features have been improved including the Customer Support.

Many congratulations!

PaisaPay phone support came at the right time and many thanks for it. It would be better if it becomes 24 X 7 as Umang suggested.

Also as many complained, Even I was shocked when I saw my listing removed for a Rs.35 product. I have already made a talk regarding this issue with my Account Manager.

For a product priced Rs.35/-, I have set the national courier charges as Rs.50/- which I send through DTDC Couriers. I get 2-3% profit with the low value products.

Bringing down the listing with the statement, Circumvention of eBay fees is some what hurting sellers though they are prompt (I pay a large amount of fees to eBay every month) and offering many products with low shipping and free shipping.

Also please make sure to look at the users who are violating (Circumvention of eBay fees) intentionally.

Example:
Item No: 270157486510.

I hope the eBay team will check the description than ending the listings blindly. ---------------
With Regards,
Navaneeth (snrama) 😉