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

[atulbhai]

its difficult to implement these policies. ultimately it would be a difficult job for sellers to sell on ebay.i think you are wasting time of sellers and also yours.after reading these policies, i must say there is no place for small sellers on ebay. buyers will manipulate the policies to get unfair advantage.

[rhtdm.6624]

Hi
I don't know why eBay changed the policy ? They are thinking for buyer benefit only. They are sending upto 20% discount coupons whereas seller is selling at only 2% margin. See buyer is getting discount so he not have to send product back. Whereas seller is earning only 2% and if this policy is applied then I think seller will waste his shipping charges & also his time.
Already eBay charges are high and now this policy's really very bad !!!
Regards
rhtdm.6624

[rhtdm.6624]

Hi
I don't know why eBay changed the policy ? They are thinking for buyer benefit only. They are sending upto 20% discount coupons whereas seller is selling at only 2% margin. See buyer is getting discount so he not have to send product back. Whereas seller is earning only 2% and if this policy is applied then I think seller will waste his shipping charges & also his time.
Already eBay charges are high and now this policy's really very bad !!!
Regards
rhtdm.6624

[anil@ebay.com]

Hi kiara.electronics-2009,

I understand that you sell some used products and are concerned that buyers will misinterpret item condition and therefore will impact your business of used products.

To give you a perspective on used products, every day we sell hundreds of Collectibles items and most of them are used products. However, there are very few cases of disputes on those items since most sellers use large pictures of the actual item. I think this is a best practice that you may want to adopt. I went through your listings and saw that for most of your used items you are using stock images of new mobile phones. As a consumer I will get misled by the image, which is also reflecting in your low DSR scores on item description. I will recommend you use multiple images of the actual product. Here is a link to listing of a seller selling used products for your reference - http://shop.ebay.com/toycuriousityshop/m.html?_nkw=&_armrs=1&_from=&_ipg=&_trksid=p4340.

[anil@ebay.com]

Hi Narinder,

Your concern seems that sellers will get flooded by buyers who will claim for eBay Guarantee and sellers will be required to absorb all the losses.

If that is where you are coming from, please allow me to assure you that it will not happen. Like most of our sellers are genuine and here to make an honest living, so are the buyers who want to buy a good product at a great price. The multiple positive feedback that our sellers receive from our buyers is testimony of good eBay buyers. I am certain that good buyer behavior will not change due to launch of eBay Guarantee.

What eBay Guarantee will help us achieve is give buyers an assurance that in case something goes wrong they have a strong redressal mechanism and an empathetic Customer Support executive who will work with the seller to resolve the case. It will not be an automated system that will pass off any possible loss on sellers. The system will have a strong human interface that will understand the case and then take appropriate decision. In cases when eBay protects the buyer and believes that the seller was not at fault either, eBay will also protect sellers.

I will like to reiterate that for eBay both buyers and sellers are equally important and our success depends on our sellers’ success. I hope this takes care of some of your concerns. Please feel free to write back with any further concerns.

Regards
Anil Shenoy

[ujjawal_telecom]

let me confirm out one thing if i sold a nokia e71 mobile and then after the delievery buyer told us that we won't like that battery is not functioning well or anything because on ebay buiyer has many excuses then we have to take back that product first of all we have to bear and incurred a loss of shipping charges

and now who is going to purchase an open sealed product ebay buyers definitely won't take that and in local market buyer wwants seal packed mobile

so now suggest us what we have to do

[rhtdm.6624]

Hello Anil

No comment on my question. You are also agree with me right?

Thanks
rhtdm.6624

[rhtdm.6624]

Hi

If the product sold is exactly matching with description and then also if buyer wants the refund will that refund also processed? Also its very to tell negativity many of buyers do. On that cases also refund will be processed ? Does eBay will pay the shipping charges credit to seller ? If yes then I dont have any issue to accept this.

Regards
rhtdm.6624

[anil@ebay.com]

Hi ujjawal_telecom,

For new products which are sold through manufacturing warranty / guarantee & if the buyer faces a technical problem with it, (e.g., battery not functioning etc), we would assist the buyer and guide him to the nearest authorized dealer. But if the buyer raises a concern on receiving incomplete product (e.g., missing accessories/ damaged product), in such cases we will accept the claim request of the buyer and work with the seller to resolve the same.

Also, if a product was sold through Seller Warranty/ No warranty, we will accept the claim from the buyer and work with the seller to resolve the same

Regards
Anil Shenoy

[anil@ebay.com]

Hi Atulbhai,

Like I had mentioned earlier, Sellers are as important to eBay as buyers. We will never make any change that will be unfair on our good sellers. Please allow me to assure you that, eBay Guarantee* resolution process will be fair to both buyer & seller (big and small). In an event seller incurs a loss due to refund / replacement through the eBay guarantee process & eBay believes that seller was not at fault, then eBay will be protect the seller

Regards
Anil Shenoy