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

[vasundhara@ebay.com]

Dear navnkd2,

Thanks for the compliment. Its very satisfying to get such feedback.

Great idea and I will definitely try and explore implementation possibilities.

Please be rest assured that we do have a huge machinery of systems and people monitoring and trying to make sure that any kind of non serious activity stays away from the site.

Thanks and Best Regards

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear gamer-paradise09,

Thanks for your feedback on the Power sellers program and we will see what we can do on this. On international sites we have already started experiments to this effect. You may have read about the eBay Top Rated Seller Program. It is only a matter of time before we all see it on eBay.in too.

We have had this request to include more banks in our list before too. We are making some progress there. Stay tuned for an announcement on soon:).
Best Regards,

Regards,
Vasundhara

[rajelectroniks]

Hello,
My name is Raj,
I wanted to know by when will the Diwali gifts be sent to the buyer, I have opted for a DVD player.
************************ Regards.
Raj Electronics.

[vasundhara@ebay.com]

Dear gaurav_the devil,

I am sorry to hear about the experience that you had with this item. Knowing that the seller actually did ship it to you, it would be great to contact the seller and get more information from him on the status. Sometimes items get stuck genuinely, especially while receiving items from non-India locations, where the sellers can really not control the situation and we need to wait it out.

Having said that, you have the option of raising a dispute with PayPal and I can assure you that your concern will be resolved soon.

Best Regards

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear rajelectroniks,

Congratulations on availing the Diwali offer.

You should be receiving your free gift within 15 days of payment confirmation.

Process to deliver gifts has been initiated from Day one itself. :)We are working hard to make sure that your Diwali is really HAPPY.

Happy Diwali,

Best Regards

Regards,
Vasundhara

[rajelectroniks]

Vasundhara, I have one more query,
We sellers are facing genuine problem with the courier services and there has been a general consensus that ebay should take the courier responsibility. Mr. Indraneel in his last posted has assured that something is being done on that front. Do you see any progress in this matter.
********************************* Regards.
Raj Electronics.

[vasundhara@ebay.com]

Dear ashokvohra,

My apologies about the phone not working properly. I have been trying to get somebody to reach out to you to explain the Dispute filing process.

Please do ensure that your contact numbers in My eBay are updated.

We will guide you through this process and you should be able to get your money back.

Best Regards,

Regards,
Vasundhara

[rajelectroniks]

@Vasundhara...

With respect to paisapay which has been a great till date and I am sure will continue to do so, we would like to have some minor changes implemented on the ebay summary page with regards to item sent by seller, item received by buyer, time since seller marked item sent(so that follow up can be done with the buyer or the courier cos), and the feedback given and received by the seller.

Can some easy and simple changes be implemented, nothing big but only coloured iconic displays to represent what I have mentioned above.

This will help the seller and buyer both in the long run and will give good buying and selling experience and most of all it will decrease the browsing time wasted by flipping to different pages or tabs to get information.

*********************************** Regards.
Raj Electronics.

[vasundhara@ebay.com]

Dear mohit_gkp,

Great Feedback!

We do try and keep a check on false shipping information being submitted by any seller. Sometimes some slip through. We are working continously to make the process fool proof.

I apologise for the inconvenience caused and i am sure the seller might have got genuinely confused. I hope you are satisfied with both the products for which you have confirmed recipt.

Best Regards,

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear rajelectroniks,

Shipping Service - Like Indraneel has communicated ealier this is something that we are working on and we will update the community when we have more to share.

PaisaPay summary on My eBay - I will take your feedback to the Product team and reperesent it for you:). I am sure they will explore further. Thanks for the input.

Best Regards

Regards,
Vasundhara