eBay Guarantee*:100% satisfaction of eBay purchase; or replacement/ refund

[sapana@ebay.com]

Dear Members

We at eBay India are excited to share news on the launch of eBay Guarantee*!

Shopping on eBay is delightful for our buyers, as they get to find Lots of Safe Easy Deals along with the convenience of round the clock shopping and doorstep delivery. We achieve this by working closely with our sellers who are fully committed to delivering a great buyer experience!

However as India is still in the early stages of online shopping, our buyer’s tend to have some concerns about the item purchased being as they had understood, prompt delivery, and empathetic help in case anything goes wrong. Keeping this in mind and with an aim to deliver customer delight, we are launching the eBay Guarantee* program from the 20th of April 2010.

“If you are not 100% satisfied with your purchase on eBay, eBay will ensure that you receive a replacement or a full refund within 20 days”.

eBay Guarantee* will have multiple benefits for our buyers:
1. If a buyer is not 100% satisfied with her/his purchase on eBay, we will ensure replacement or a refund as per the below timelines:
a. Replacement of item within 7 working days after the item is shipped back to the seller by the buyer OR
b. Refund of total purchase price within 7 working days after the item is shipped back to the seller by the buyer
2. Buyers can register their unsatisfactory experience by informing a customer support representative by phone/chat or email or by registering the issue on site in the form of a dispute
3. The eBay Guarantee* Protection applies to all transactions done on eBay India and through Global Easy Buy
4. The entire transaction amount (item price + shipping charges) will be refunded to the buyer
5. Return shipment when required will be reimbursed to the buyer by eBay

Our seller protection and seller performance policies have also been revamped to ensure NO misuse of the eBay Guarantee* Program, the salient features of the seller protection policy are:
1. A seller can avail protection against loss incurred by him for refund / replacement made to the buyer through eBay Guarantee* program where Seller is not found to be at fault. A Seller can avail protection where:
a. The seller has shipped the product to the buyer with valid proof of dispatch and the buyer is in possession of the product
b.The buyer has returned the product to the seller but the seller has not received the same or received in damaged condition
2. A Seller is eligible to avail protection up to the item price of the product mentioned in the listing
3. To avail protection the seller should
a. Inform eBay about such loss within 10 days of such buyer claim closure date
b. Actively participate in the eBay Guarantee* process to resolve the buyer concern
4. All “Item not Received (INR)” disputes (including PaisaPay INR) raised by buyers where a valid proof of dispatch is not available, will be part of the Seller non performance (SNP) policy & will impact seller segmentation as per SNP policy


Please feel free to read the FAQ’s, contact our Customer Service team or attend Online Workshop on eBay Guarantee* from 4-5 PM on 8th April, 2010. To post your question, click on Post Reply link.

We at eBay.in will continue to work towards delivering a super user experience and a trusted environment where online shopping can thrive and are confident that happy buyers will place their trust in eBay and come back to buy from eBay sellers again and again!

*Terms & Conditions applicable

Thanks & Regards,
eBay Team

[rajelectroniks]

My personal opnion is that ebay sales is dipping at the bottom line so same new MBA grad at ebay is come out with this useless idea of guarantee without think of short and long term consequences.

This concept is bad on 2 counts:
1> Indian buyers will misuse this concept to the core, mark my words and this concept will only put many sellers out of business and/or incur heavy losses.
2> The arbitration is to be done by the Customer Care of ebay which is so useless that they are beyond redemption, they are completely at sea with the present workload and now with this new guarantee thing only God help us sellers now.

With the latest fee increase in Mobile accessories category and now this gimmick, I do not it is worthwhile doing business on ebay anymore. I am not in favour of this concept at all. ******************
Regards.
Raj Electroniks.

[mobilesstores]

Extremely unhappy.............

Too early to implement this in India. Neither any other India portal has this guarantee till date. Besides an evolved market like US doesnt have this guarantee then why a nascent market like India should have something like this.

Our buyers are yet not ready for this.

If ebay really wants to improve experience there are 10 different things in hand where ebay can improve. Offering new policies and not able to manage efficiently the existing policies doesnt help much..

Improve customer service, Authorize Chat and CS. Recruit good guys for CS who understand business, Enable refund for items already shipped via paisapay. There are so many pain points which ebay needs to look into.

If ebay take a survey for customer service i am sure it will not get very good ratings. I am not sure how efficiently will customer service manage the returns process.

The Seller protection is an eyewash. I have tried it in the past and it didnt work out for me. I was happy to bear the loss instead of go through the trouble of fulfilling conditions in seller protection. Mr Anil by any chance the policy will be revamped to be more smooth and easy.

Anyways we dont have much option but honestly dont welcome this change.

Thanks,
Mobilesstores

[kaya_jewels]

I agree with saikripa_sales
and all other sellers

MY ACCOUNT MANAGER , NAVEEN NEVER RESPOND BACKS TO ANY OF EMAILS THAT I SEND THEM FOR HELP REGARDING BUYER DISPUTE ISSUES

if i am selling item worth 500 to an international buyer paying 1200 Rs. to fedex for shipping
and the buyer says he is unhappy
buyer returns the item back after using it for 7 days time
and gets his 100% refund back what i will get 1200 Rs. loss

that is more than the item cost SO WHAT I WILL EARN IS 1200 Rs LOSS
IF THIS HAPPENS TO ME EVEN ONCE I WILL END SELLING ON EBAY THE SAME DAY
I AM HERE TO EARN NOT TO LOOSE

I DON'T USE REGISTERED POST SERVICE AT ALL TO SHIP MY INTERNATIONAL PARCELS

So now buyer gets his item cost back he gets his shipping back

what's the loss for buyer ?

who will return me my shipping cost back ? its okay if buyer did not liked item send it back no issues but why should i bear the shipping loss ? international shipping doesn't comes for free
and even if buyer asks for replacement than who will bear the reshipping cost ?

i think now its the time to turn buyer and stop selling

i will also buy diamond necklaces will use them on parities and after using them for few days will return the item back to seller for my full refund including shipping.

i will get a diamond set rented for FREE !

WHAT AN IDEA EBAY TEAM

keep it up "Lord, I have done many things wrong. I am guilty, but to show your goodness, forgive me for everything I did. When people choose to follow the Lord, he shows them the best way to live.”
·:*¨¨*:·.God·:*¨¨*:·.Bless·:*¨¨*:·.Us·:*¨¨*:·.All·:*¨¨*:·.

[kaya_jewels]

Here on ebay we don't even get help or response back on buyer dispute issue's from our account manager how can you even think that ebay help team will respond back to these new disputes ?

ebay team you don't even respond back to your sellers mails, and if a response is sent that is also sent without properly reading the sellers mails.
I have 100's of such proofs to show.

will you really take this new policy disputes seriously

i don't believe this can ever happen "Lord, I have done many things wrong. I am guilty, but to show your goodness, forgive me for everything I did. When people choose to follow the Lord, he shows them the best way to live.”
·:*¨¨*:·.God·:*¨¨*:·.Bless·:*¨¨*:·.Us·:*¨¨*:·.All·:*¨¨*:·.

[mysalesoffer]

All change sound good if eBay take care of genuine buyer and seller
But in most change as my experience with eBay in only seller get punishment and never buyer
Before 4 years i have only 50 items and i was selling 200 items per months all was selling on ebay in.
Right now i have 650 items and selling on international too but now my selling of 200 items per months never reach and always below 100
Why this happen?
After new paisa pay launch paisa pay fee rise and we found that we get average lost of 4 to 5 % extra under PAISA PAY BUYER PROTECT PROGRAM
We add cost 7% and sales get down
Why my sales go down and where it goes to another ebay seller?
No
But buyer goes to other site to find cheap deal
If you want to compare go to rediff.com and check item price and then check same item price on eBay in and you find very high rate in eBay in
And with this i think like rediff get more traffic to his site and eBay in price becomes higher than before
Our sale price is we or all seller count as below
Start price= purchase price + profit +P & H + other expensive + loss chance

[rhtdm.6624]

Hi

On other selling website no listing fees no home page featured fees will be charged. But here we are paying listing fees, Paisa pay fees, Final value fee & only fees... But after paying this much also seller will get no income. But eBay not want to pay attention towards this increased selling fees they only want to increase buyers. If sellers are not satisfied eBay team do you think they will sell product for long term on eBay? You are just sending 10% discount voucher to buyers but what seller will get only 2% margin. Do you think is it enough to them ? eBay discontinued packaging material sending also to sellers. Why eBay not think to do something best for sellers.

Kindly think about sellers also instead of thinking only for buyer's.

Regards
rhtdm.6624

[accessoriesmasters]

Hi

I am sure sellers will incurr a Huge losses on this

as told by the others

A very very very Hopeless cs team is there presently with the workload that they try to hide them out of case.

LET ME SHARE A RECENT CASE

One of the buyer named pallavi.dutta bought a item

i delivered it.Then after 10 days buyer claimed saying item not received.LEFT NEGATIVE.I inquired with bluedart and found it was perfectly delivered to buyers address.

Buyer told then she is out of station and pls do pick up if delivered.i done it and on gettign got only BOX and no MOBILE.

Immediately informed cs team.there miss SANMIRA was handling this case.She told that she will discuss with senior and update me and after that talk in 15 mins payment was approved.

After that she is not coming in call line whenever i inquire from more than last 1 month.

SELLER HARASSMENT POLICY SHOULD BE MADE AND ALL THIS SHOULD BE WRITTEN IN IT THAT HOW CAN SELLERS BE HARRASSED.

NOTE TO EBAY - DONT USE SELLER PROTECTION POLICY GIMICK .IN REALITY 1% SELLER DONT EXPECT THAT THEY WILL BE PROTECTED.HAVE A POLL FROM SELLERS ON IT.IS HERE A 1% SELLER WHO THINKS THEY ARE PROTECTED.

[rg_diamonds]

Hi,
Everyone has heard of Mahatma Gandhi's 3 MONKEYS - hear no evil, see no evil & speak no evil. eBay Policies just replaces evil with seller - Hear no SELLER, See no SELLER, Speak for no SELLER. GENUINE & FRAUD SELLERS ARE WEIGHED EQUALLY. One day no EVIL & one day no SELLER, BUYER & BUYER FAVOURING POLICIES, GREAT WORK EBAY !!!.

[kaya_jewels]

i don't think i am PROTECTED

LEAVE PROTECTION , JUST THINK ONCE WHEN POWER SELLERS ACCOUNT MANAGERS DON'T RESPOND TO EMAILS HOW CAN I EXPECT EBAY SUPPORT HELP TEAM TO RESPOND TO MY MAILS "Lord, I have done many things wrong. I am guilty, but to show your goodness, forgive me for everything I did. When people choose to follow the Lord, he shows them the best way to live.”
·:*¨¨*:·.God·:*¨¨*:·.Bless·:*¨¨*:·.Us·:*¨¨*:·.All·:*¨¨*:·.

[mobilesstores]

Here is Ebay's seller protection policy guidelines

1.

Maximum limit on number of claims: This program is designed to provide a redressal mechanism for the legitimate claims of sellers. Where in its sole discretion, eBay is of the view that a seller has misused or attempted to misuse the benefits of this program by filing false claims and/or false supportings, eBay may at its discretion and without further notice, while reserving its rights to initiate appropriate legal proceedings, suspend the seller and/or initiate restrictions on the seller’s account and/or bar such seller from participating in this program.
2.

Coverage: The Seller shall be eligible to a maximum of an amount equivalent to: (a) the aggregate transaction value (net of PaisaPay fee) for claims under [A} above and (b) the item price as mentioned in the listing where the claim is under above. The seller shall not be eligible for any interest or other dues of any nature.
3.

Payout: In case of PaisaPay transaction the claim amount will be credited back to the PaisaPay account of the concerned seller. For non PaisaPay transactions the amount will be paid by vide cheque/demand draft issued in favour of the seller’s name as registered with eBay.
4.

eBay, at its sole and absolute discretion is currently providing eBay Seller Protection Program and reserves the right to discontinue or modify this Program anytime at its sole and absolute discretion without assigning any reason and without any prior communication. Therefore, it is recommended that you visit, read and understand this Program on each occasion before sending your redressal requests.
5.

Redressal under eBay Seller Protection Program is not a right of Seller but a discretionary benefit granted by eBay. Seller shall not have any claim or cause against eBay or its service providers for anything contained or carried out under this eBay Seller Protection Program. eBay completely disclaims any and all warranties either express or implied or direct or indirect or by course of conduct in relation to or in connection with this eBay Seller Protection Program. eBay’s liability to Seller for any reason or cause under this or arising out of eBay Seller Protection Program is NIL / ZERO.
6.

Non Waiver: No actions or decisions by eBay under this Program shall waive any rights or claims of eBay against the Seller.