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

[kumar.m]

i am not agree with mysalesoffer. rediff margin is upto 20%+taxes+newitem upload fee rs. 10 + 18000 something for 01 year store subscription. they are worst e-com people in this world....prices are too high on rediff and item quality is cheapest. all items from grey market

most of the vendor has only upto 90 to 95% +v feedback there

rediff is runing good only bcoz of his wide payment options.. otherwise they are nothing infront of ebay inc.

[1bigbaazaar]

dear sir
we sell electronic produs with manufacturer warranty this products come with seal from the manufacturer once the seal is broken it is not sellable as new is considered as used
my question is : IF A BUYER BUYS A PRODUCT USES FOR 2 TO 3 DAYS AND THEN SAY IT IS BELOW MY EPECTATION THEN IN TH CASE WHERE HE HAS OPENED THE SEAL OF THE PRODUCT IN WHAT WAY DO I SELL IT BACK ON EBAY as NEW or as OLD

secondly we also sell bueaty products like SHAVERS and TRIMMERS
same thing here also buyer uses for 3to 5 days and says i am not satisfied with the quanlity of the product now how do i sell a used product which also has hairs from is body stuck on the trimmer do i sell this on ebay or shal;l i throw it...

i will be more then happy to know what kind of solutions you will be able to provid

and if you say your CRS will help then let me tell you your VCUSTOMER service lacks knowledge of the product and the service and in most of the time they dont answr properly and seller has to take the pains

we need to reduce the time required to execute 1 order in this way more time will be invested for handling orders and buyers problmes this will lead to less sales as more problems

but through out my carrier in ebay i understood only one thing when ebay decides something they then dont rollback

thanks

[sapana@ebay.com]

Hi All,

Welcome to today's workshop! We have Anil from the Trust and Safety team to answer your questions on eBay Guarantee.

Please feel free to ask him as many questions as you have in mind.

Cheers!
Sapana

[anil@ebay.com]

Hi All,
Thank you all for taking out time & posting your feedback & queries on eBay Guarantee.

Over the next hour will respond to queries / doubts you may have

Regards Anil Shenoy,
Manager - Trust & Safety

[rhtdm.6624]

Hi Anil

Why dont you not added TNT courier for COD project? Also due to this COD the sell of sellers who sell through paisa pay will be decreased. So do you have any plan for those sellers who will sell through Paisa pay?

Thanks
rhtdm.6624

[sapana@ebay.com]

Hi rhtdm.6624,

We choose the Courier companies basis positive feedback from sellers on those companies. We did not receive any specific feedback on TNT. If many sellers believe that TNT is giving good COD service, we will be happy to start further discussions with them.
Cheers!
Sapana

[anil@ebay.com]

Hi All,

First of all let me start by assuring you that eBay is as committed to its seller’s success on site as it is of buyer protection. To answer the questions raised on this thread, I will try and answer some commonly raised questions:

What if the buyer returns my good after using it for 3-4 days?
If a seller receives a used product (while under the impression that he will get new product), seller will be eligible for seller protection. If sellers want to resell that item, they can sell it as a used item. However, it might be advisable to check if the item is all right since there is already one complaint against the item.

I know for a fact that most of our sellers refund / replace products for buyers when they see that the buyer has a genuine concern with the product. With eBay Guarantee, the only two things that will change are: one - buyers will have a surety of eBay buyer protection in the rare case where seller does not cooperate and second – eBay is paying for return shipment to make it easier for buyers as well as sellers. It will give many buyers peace of mind and will help expand business of eBay sellers.

Will I be punished even after I resolve the case with the buyer?
No, if the case is resolved with the buyer, the seller will not get any impact under Seller Non Performance. Only if the seller does not cooperate to resolve the case will he be impacted under SNP policy. In fact with eBay Guarantee, sellers who genuinely try to cooperate will be better off. For example –
1. Seller has agreed to replace/ refund the item, once buyer returns the item. Buyer however, does not want to pay return shipping and closes dispute saying that he is dissatisfied by the resolution. Earlier, seller would have been negatively impacted under SNP. However, in eBay Guarantee, eBay will reimburse the return shipping cost and seller will not get negatively impacted under SNP
2. Seller has agreed to replace the item, but buyer never sends the item back to the seller (because he was too busy). Buyer closes the case unhappily. Earlier, seller would have got impacted by SNP. In eBay Guarantee, seller will not get impacted by SNP since eBay CSR knows that seller had tried his best to resolve the case.
I hope the above explanation will put your concerns to rest. Please feel free to clarify any other doubt that you may have.

Regards
Anil Shenoy
Manager - Trust & Safety

[mnq595]

I have an ongoing case opened against me by a buyer for which the buyer is completely at fault. Yet ebay person handling the case comes up with stupid replies asking for a refund again and again. I am fed up with his rubbish replies. Please , someone senior and responsible look into the matter. My id is mnq595

Thank u

[anil@ebay.com]

Hi mobilesstores,

May i request you to read the entire seller protection policy at http://pages.ebay.in/help/policies/seller-protection-policy.html
The salient features of the policy are:
1. 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.
2. No maximum cap on the number of transactions against which seller can claim protection
3. Seller can avail protection up to the item price of the product mentioned in the listing. Therefore no loss to the seller.

Regards
Anil Shenoy

[cosycom]

Hi , what have you thought about international customers , about high return shipping costs, customs & delays involved in the process.

regards

Narinder Regards

Narinder