Open House with Vasundhara, Head–Operations & Customer Support, 1Oct 12–1PM

[sapana@ebay.com]

On Vasundhara's Behalf:

Hi,

I am Vasundhara Bhonsle, Head – Operations and Customer Support for eBay India and I invite you to join me for an Open House discussion on eBay PaisaPay operations and Customer Support.

At eBay, along with my team we try to ensure that we effectively help our members. We further ensure that the PaisaPay operations run smoothly to provide both buyers and sellers a great user experience. Over the last 6 months, some of the key changes we have made in this direction are:
- Implemented 3D secure on eBay India: This significantly reduced the rate of pending transactions with PaisaPay. If there are buyers who are not able to complete the transaction because their card is not 3D secure, we call them to help them get their cards verified and complete the transaction.

- Reduced seller’s workload of following up with buyers: Our seller's might have often come across buyers who require lot of follow up before they make the payment. We took up the responsibility of following up with them so that our sellers can focus on their business activity.

- Faster Access to Customer Support: In our effort to be easily accessible to our members, we increased our visibility on more pages like Seller Home Page, Global EasyBuy pages etc.

One of our key initiative, in the short term, is to improve the Buyer Protection process and make it a lot more faster. Stay tuned for more on this.

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, Oct 1st from 12 PM -1 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 and operations process.

Looking forward to meeting you here!

Thanks and Regards,
Vasundhara Bhonsle
Head – Operations & Customer Support

[mohit_gkp]

Hello there,

Recently I have encountered a problem that I got mail from ebay that my item is shipped, I tracked it over net and found that the item shipped was addressed to some other location rather than my shipping address given. It delays my item receiving by more than a week after contacting the seller. I sent this to eBay and have been directed to contact the seller itself. What I wanted was that I bought two items from seller for 500/- and 14000/- and seller has shipped first one to some other location so I though this may be a fraud (thank god it was not) and seller should not get credited for second item which worth more than first one and cause much more loss for me. It seems like anybody can put any tracking details and get done with shipping.

I think there should be a way to verify that the given tracking number is valid and is shipped to the correct location.

Thanks!

[09dalip]

i feel lack of coordination between the ebay team and the seller. I had purchased a product and received a couple of calls from ebay but i needed particulars which were perhaps available with the actual seller and both the executives could not provide me details.In fact i was told they will subsequently provide me the details in one hour time but none of them reported back. With this approach i decided to revert back my transaction. If some body want to make the payment through DD, then ebay displays the address where DD is to be sent, but surprisingly there is no information about the actual payee in whose name DD is to be prepared and where it should be payable. I could not prepare DD for wnt of this information and hence decided not to go for the shopping.

regards,
dalip

[09dalip]

plmake sbi online payment option in your procedure.
regards
dalip

[gaurav_thedevil]

I had ordered a package containing old and used toys through ebay from US and the seller had sent the same through Priority Mail with shipping no. CP935527980US on 2nd sept (around 28 days back.) I have checked it online on USPS.com and had received the following information

Detailed Results:
Into Foreign Customs, September 08, 2009, 1:09 am, INDIA
Arrived Abroad, September 08, 2009, 1:09 am, INDIA
International Dispatch, September 03, 2009, 7:40 pm, ISC MIAMI FL (USPS)
Arrival
Acceptance, September 02, 2009, 3:11 pm, HOLLYWOOD, FL 33024

I haven't received anything till now please advise me what to do to get the same. Your fast reply is highly appreciated.

Thanks
Gaurav Gandher
Mobile : 9818378371

[gamer-paradise09]

hello mam,
i feel the powerseller program is bit problematic, if a seller sells his stuffs at rate 5000-6000 rs per item, then he may easily qualify for the powerseller program, but other sellers who make a very small amount of about 200-300 rs per item may not qualify for the program, so i think the powerseller qualification must be based on no of items sold and not the amount.. hope this feature comes alive..

and i think there are many buyers who prefer sbi or similar banks for making online payments, so i ask you to add this feature too..

thnx and have a nice day...

[sapana@ebay.com]

Hi All,

Welcome to the open house today!

We have Vasundhara Bhonsle - Head of Operations and Customer Support with us who will be here for an hour to answer your questions.

Please welcome her and lets get started!

Cheers!
Sapana

[vasundhara@ebay.com]

Dear All,

It is a pleasure to be here today. I look froward to an engaging session on Operations and Customer Support.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear ijmima,

Thanks for sharing your concerns.

1. This sometimes happens because of any backend updation delays and you will see this happening mostly on Friday mornings since that is our weekly maintenance window. If you see this on other days please do contact Customer Support and help us investigate as it occurs.
2. We always work on making your “Contact us” experience better and the thinking behind keeping both topics together is that all refund related concerns come together and members have to decide as less as possible. It sometimes gets confusing for members to decide between topics hence a broader consolidation helps.
Your feedback is most welcome and we will explore further about making this change. Thanks

Best Regards

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear 09dalip,

First of all welcome to eBay and I am truly sorry that you have started with a not so good an experience on site and that too specially with Customer Support. Please accept my apologies.

At eBay we encourage our sellers and buyers to communicate directly with each other and we facilitate such interactions on the site through “Ask a question” link. In most scenarios the seller can answer your questions in much more detail. Please do feel free to contact our sellers directly. In fact there are some sellers who give their contact numbers in the listings itself and you should feel free to call them.

DD payee details are again information that a seller will need to give you directly as this will be a direct payment to the seller. I also take this opportunity to urge you to use PaisaPay for your transactions on site as it is the safest way to make your payment. Your money is given to the seller only post your confirmation on item received at your end.

Hope to see you transacting on the site soon. The Diwali promotion is awesome. Thanks.

Best Regards

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear onesimpleman_in1,

You will be happy to know that post implementation of the additional level of security in your PsP payments (3D Secure) via a password not present on the card, chargeback risks have gone down considerably.

Having contact information everywhere is a great idea and I, like you completely believe that people might feel more confident, however it also good fodder for fraudsters. Hence the way we facilitate this is that all information is visible on My PaisaPay post the transaction has taken place between two parties. Having said that, also note that Sellers are free to provide contact information in their listing if they wish to, for answering questions that any potential buyer might have.

The unified tax and other charge regime is a great idea. Thanks

Best Regards

Regards,
Vasundhara