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

[amitava123gems]

Hi Navneeth,
What I noticed is only the fixed price items are removed for high shipping.Even the 1Re auctions are not touched.
As it is India does not bid much.1Re sells at 1Re only.
So,this is part of eBay life here.
Thanx,
Truly,
Amitava

[snrama]

Hi Amitava,

I am telling about the Fixed Price and Shop Inventory Listings. ---------------
With Regards,
Navaneeth (snrama) 😉

[brand.deal]

Dear Vasundhara,

It is great that PaisaPay phone support has been started on the site. I am sure many buyers will be happy and will feel comfortable contacting PaisaPay for their Queries.

Now its time to introduce EMI options on the sites. You know the benefits and advantages of offering EMI.

I am sure it will multiply the sales figure month by month.

Other websites are getting tremendous sales by offering on installments.

Regards
Shuaib

[veedeedirect]

Hello Vasundhara,

Please go through the following sequence of mails:

Hello,

This is regarding the request to refund the buyer for the PaisaPay IDs:
19866482872.

Please note that, due to the technical problem at our Payment gateway the buyer "nagaraju_sagiraju" had made a double payment for the item number: 150141808556 and so the above two transactions were processed.

Hence, we request you to refund the buyer for anyone of the above two orders. Inorder to initiate refund, kindly reply back to this mail and request for refund. Kindly specify the PaisaPay ID of the transaction for which you want to refund. Once we receive the revert from you, we will be initiating refund to the buyer.

We are awaiting for your reply on this.

Regards,

Johnson
eBay Customer Support

I reply to that mail with the following message as instructed.

Dear Sir / Madam,

Please refund buyer nagaraju_sagiraju for PaisaPay id 19866488302


Regards,

Devesh


Now this is what ur customer service says:

Also I see that in the mail below the seller has sent the email at the email address paisapay@ebay.in. Just to inform that this is not a valid email address.

This is the sad state of your dept.

First it tells to reply to a mail and when that mail is replied to, it says the mail id to which the reply has been sent is invalid.

First due to technical error in your systems buyers and sellers have to suffer, than your customer support system add to the workload of buyers and sellers by giving them wrong information.


Regards,

Devesh

[kar.sundar]

Hi

I hope you will be able to chk the details with the paisa pay ID provided in the subject.
-For this item (Item number: 200132881354, BUY IT NOW ITEM) I paid the payment on July (1st Payment for this item)
-I was told to send my card details-scanned
-I sent twice-no use and no reply
-I sent 3rd time (Ref. below mail), even after that my payment is not approved
-Since this process took more than twenty days I received a strike in my account
-eBay didn’t claim the amount from bank, so the bank credited back the amount on AUG 16
(Banks regular process-Only If merchant didn’t claim in Min. 21 days, amount will be credited to our account)
-So I made the second payment on AUG 16th (2nd payment for the same item)
-For my surprise I was told to send the card details (again). NOTE: I have already sent 3 mails with my card details.
-Another surprise – Note received from the seller: ITEM NO LONGER AVAILABLE (BUY IT NOW ITEM) –I should receive this message once he removed the item
But I didn’t got any message, item was in listing hence I made the payment 2nd time, so I had to inform PAISAPAY to claim the payment.
-I missed that product and for second time Iam speaking with you people to get the refund back.
-Iam planning not to buy any product
(Now Iam in fear, what if this happens every time, I will keep on bidding - I will pay - payment will not get realized even after sending my card details – sign of bad impressions - seller will pass negative feedback – eBay will strike the account – I have to call PAISAPAY to send communication to bank – they will deny – then I will call my bank – they will ask mail from you(which you already denied) – Atlast I have to wit from 21 Days to 60 Days to get the refund back – same will continue for every product – I will end up loosing all the products – wasting all the time by calling eBay and responding to your mails)

-Payment rejected from eBay’s side, so the payment should credit in my account at the earliest. Iam waiting from July to get the credit back
-I spoke to my bank and they are asking a mail from you people (mail to their merchant support ID) to credit back “my money” which is blocked because I made payment.
-Bank will wait till 21 days and if they are not receiving any claim from eBay, then they will reverse back the money. (Process here is min.21 Days to Max.60 Days)
-All it requires is a communication to bank about the rejection of payment

-Now..isn’t that your responsibility to send mails or communicate to the bank about the rejected payment?
-Or is it our fate to wait till 21 to 60 days to get the refund back from the bank?
-Till that time we will loose the product we will gain negative feedback, strikes in account.
-We are waiting to get to refund for so many days
-We are doing the follow-ups
-We are calling eBay to know the status, but PAISAPAY is not ready to communicate with bank.

And the best part is eBay is facing a problem with VISA gateway (payment gateway) from past one month, I don’t know if you people know that or not, or you people don’t want to communicate with us. If a communication is given to me I wouldn’t have paid for the item second time and facing the same problem again.

For the first time I waited for 21 days is OK, but for the second time, is not fair.

The mail which you are sending with transaction details is helpless because no bank will accept those details from us to reverse the payments and the request is accepted only if it comes from the merchant (eBay)

My sincere request is please follow a process of sending communications to bank directly so that we buyers will not suffer to get the refund back and pls arrange a communication to the bank for my transaction cancellation so that I will receive my money soon.

[mysalesoffer]

hi
when any even a small promotion eBay team contact us by mobile and inform
i am a power seller and eBay provide top seller manager also
recently eBay change policy and remove my listing (fee avoidance) but shipping cost was about 60 to 70
when i contact phone support they inform me that in small cost item don't charge more then 50 shipping cost and i made change
what i don't understand why eBay staff don't inform seller to change shipping cost of item instead of remove listing?
other then metro city courier is charging more
what shipping cost i posted is not more then what we paid to courier
but i don't mind to make it below what courier charge to us
all we have to do it make change in buy cost
what i want to say that first inform seller that in so and so listing your shipping cost is against eBay policy and need to change and if seller don't make change you can remove it

[rediceauction]

MY REPLY TO YOUR EMAIL :
--
Dear Vasundhara,

Thanks for your reply on this issue...

If buyer says item is faulty... why he never contacted the seller ? he never emailed me ?
i believe there are ways to resolve this problem before doing chargeback... right madam ?

If buyer have contacted me regarding this, i cud have found ways to solve it and to see that hes satisfied..

if buyer wanted refund hes supposed to return back the merchandise to seller ???
how can buyers do like this as per their wish ??? are there no policies on this ???

I have tried to contact buyer many times he never responded to email and his mobile is out of service ???
This buyer is no longer registered on ebay ??? doesnt look like genuine ebayer ?

i am registered on ebay since 2 years 6 months and upto now i am having 100% positive feedback.... i will only get this when i have all satisfied buyers...

shall appreciate your reply

Regards,
Kuntal


-------------------------------------------------------
YOUR REPLY TO MY ORIGINAL MESSSAGE BELOW :

On 8/30/07, eBay India Customer Support wrote:
Hello,

This is with regards to the Chargeback for PaisaPay ID: 19696858200. As
you are aware, that in order for a chargeback to be reversed and
credited in the seller's PaisaPay account, as a seller you are required
to provide the Proof of Delivery copy.

I do understand that you have sent the POD copies for receiving the
credit for this chargeback. However, as communicated earlier, on
contacting the buyer, he has informed our processing team that the item
that he has received is not functioning. i.e. the item is faulty. And
the positive feedback was left by the buyer on the request of the
seller; however he was not happy with the item.

Hence as per the chargeback policy, any item related chargeback would
not be credited to the seller's PaisaPay account. I regret to inform you
that as the buyer has confirmed that the item is not proper, the
chargeback would not be adjusted. It would at best suggest that you
contact the buyer and resolve the matter amicably.

A happy buyer is a repeat buyer!

Thanks and Best Regards
Vasundhara
---------------------------------------------------------
MY ORIGINAL MESSAGE :

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

[sapana@ebay.com]

Hi All,

A warm welcome to today's session. Today we have Vasundhara from Customer Support team to discuss Costomer Support on eBay.

Please welcome Vasundhara on boards today and lets get started!

Regards,
Sapana

[vasundhara@ebay.com]

Dear Members,

Its a pleasure to be here today and i am going to be spending the next hour trying to respond to all your querries satisfactorily.

I want to start with a big thank you for all the encouragements that i see on the posts on this thread. let me assure you that it only makes us feel more responsible to providing you with great service and work harder to meet your expectations.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear pc_gaming_store,
Thanks for your encouragement. I have passed your compliments on to the teama and it makes their day.
:-)

Regards,
Vasundhara