Please join Sharat Digumarti, Sr. Manager – Trust and Safety, in a discussion on the Trust and Safety topics and concerns that you have regarding the same. Sharat will be here for an hour to discuss various topics like user verification, site policies etc. You can post your question by clicking on the 'Post a reply button'
Host: Sharat Digumarti, Sr. Manager – Trust and Safety
Date: Friday, 29th September
Time: 4.00 PM to 5.00 PM (IST)
We look forward to seeing you then!
Thanks and Regards, Sapana, Community Development Team
I am also happy to announce a new verification method which would be helpfull for landline phone users. The verification code would be delivered through a voice call
I would not know the specific problem related to your payment made through PaisaPay and I also suggest you contact the PaisaPay customer support who can give you more information
I would not be able to offer any support regarding the logistics and delivery of the item between you and seller. I recommend to contact some expert on Import and Export formalities
As a credit card holder your bank can do a chargeback on you request for an online transaction. Users who are asking for a claim under buyer protection do provide the proof of denial.
If your bank has denied giving the proof of denial, please inform the person with whom you are interacting regarding your claim and get yourself protected and the amount would be covered under the protection program
I would suggest your fried to write to customer service and get her account reinstatement and regards the payment through PayPal and the protection I request to contact PayPal for any assistance. PayPal offers protection and if the payment is made through credit card you can also contact the credit card company and file for a chargeback
I will also forward this to Customer Support and will request to get in touch with her
There are multiple posts and would like to give a consolidated response
1. Every Site has around 100 plus policies and all policy violations have consequences 2. Each Site have certain policies based on locals laws which may not be applicable on other sites 3. All policy violations don’t have the same severity levels 4. Each country based on various parameters decides the severity and priorities
At any given point of time there would be around 100 Million listings on ebay and on an average close to 7 million listings are added each day.
Just for few listings I don’t think it is fair to say action is not taken.
Let me try and put this in perspective with an traffic example…Never jump a red light, however some do and some do and get caught and its not possible to have some one watching at each and every signal
I have already responded on policy violation, warnings, suspensions and reinstatement process
Please contact any bank which issues credit cards and most banks in India now offer Credit Cards. Credit Card are not sold and are issued based on the financial credentials and the respective bank’s approval procedure
You might have notices lots of questions on this session related to SNP ( Seller Non Performance) which addresses sellers who are not completing the transactions.
However it is necessary for buyers to leave feedback on such transactions from the sellers
PaisaPay doesn’t charge any processing fee from the buyer and buyer pays only the item price and the shipping charges as mentioned by the seller
I am surprised to note that you have been suspended without any prior warning. Yes depending on the kind of violation we suspended all the linked accounts. At times we notice that some sellers don’t treat the alerts on violations seriously and which leads to suspension
I will ensure that a prior warning is sent before a suspension based on the kind of violation and its severity and in terms of reinstatement based on the proof requirements for each account the reinstatement would happen and it is not feasible to reinstate all the accounts automatically and there are very valid reasons for not making it simple
I suggest you contact PaisaPay team and in regards to the chargeback is initiated by the buyer through his Credit Card issuing bank and would suggest them to conduct a similar session with users
Thanks for your comments, however all our invoices to the sellers include the necessary service tax
In regards Seller’s to the tax records and compliance would be responsibility of the seller to comply with the law of the land. As you are aware ebay is a marketplace which includes both individuals and business sellers and we hope they are complying the required tax laws
We are trying to work with the rights owners of these products to ensure we jointly address concerns related to piracy through VeRO Program ( Verified Rights Owner)
As reviewing items based on price is extremely challenging due to various factors and as ebay has zero tolerance for illegal items we are working out for a solution on this
We are taking action against sellers who are listing with excessive shipping charges and to really bring these items down on the site http://pages.ebay.in/help/policies/listing-shipping.html Buyers can play a vital role in reducing such listings by top buying such items which in turn reduces such listings by sellers
I will ask the processing team to expedite the disbursement and the team is working in ensuring the disbursement happen faster and user receives with 3-4 weeks from the time claim is approved
From your post it looks like you have lodged the dispute for the items, however not escalated for a claim under the buyer protection within the stipulated time of 60 days from the date of transaction.
I will forward this to our Customer Support team to review your dispute and they can suggest what best can be done on this particular transaction.
I have already responded and gave my views on SNP and to these specific questions
1. Feedback is not linked with a dispute, i.e., there are various combination in which Feedback and Dispute can operate hence withdrawal of rating cannot be completed treated as proof of resolution of SNP 2. Ideally a Power Seller should not be pulled up for Non Performance, however as mentioned in the above point there can be disputes against the seller without a feedback
I can assure you that good sellers like you are not penalized for just 1 negative rating received by one specific buyer and SNP doesn’t work based on 1 negative rating
I am sorry to hear about losing a customer like you and shall review some of our process and policies
To help other users in making the right choice of selecting the seller/product your feedback on the transaction would immensely help. Also the feedback and the disputes you lodge would help us to detect bad seller
As you might be aware we currently offer protection to our buyers through Buyer Protection program.
Thanks for your of suggestion of some random checking/inspection of items and we shall review in and come up with a solution which addresses this concern
Thanks for posting on this workshop and I am extremely sorry to note the challenges faced due to the location and constraints related to computer, fax, email etc
I will inform our customer support team to get in touch and try to assist, however as you have mentioned with the limitations beyond the control of ebay would be difficult to address
I am not sure why the seller did like this and I would exactly like you and don’t support this
I request you contact the seller and also give appropriate feedback on the transaction and if need be lodge a dispute. Your feedback would significantly help other members in taking a decision before make a purchase
Thanks for you post and feedback. This is one of initiatives to interact with our users directly and we are now doing it frequently and hope to interact more regularly with our users
Ecommerce in India is still nacent and for most transactions would be from users who are new and who would have concerns and anxiety around online transactions. Keeping this in mind restricting to users who have higher feeback would have business implications. Having said this, we need reduce the number of frivolous or fraudulent bidders and we have few checks and restrictions in place and would be further tightened by later this year
There are lot of initiatives by PaisaPay to improve and recently they moved to 7 day operations from 5 days a week and the members in the PaisaPay team would be better equipped to answer and will ask them to respond and also have a similar session with the users
There are sellers who offer item on COD basis in select cities and ebay protects all transactions under our Buyer Protection Program and if the payment is made through PaisaPay the protection is upto Rs 50,000/-
The feature Ask Seller Question is helpful and you can seek clarification from the seller from whom you are planning to buy and the seller feedback from other buyers is another indication on how good the seller is
Normally PaisaPay processes the orders in 48hrs and in the last 2 weeks there have been few delays in order processing. To improve the user experience now they are also working 7 days a week and these delays should ideally not occur
Thanks for being on this discussion thread today. We hope you were able to find some answers to your TnS related questions. For the pending questions, Sharat will be posting the answers in the next couple of days.
In case you have more questions, feel free to post on a new thread, and we will try to find answers and post for you as soon as possible.
Once again thanks for being here today. Have a great evening.
I can understand your concerns around transactions in which buyers back out. Ecommerce in India is still in the early stages and such situations are bound to happen.
If you consider sending a legal notice to the buyer is needed you may do so.
In order to check frivolous buying on your items as mentioned in my response to goanjewels do use the buyer requirements
We take piracy very seriously and work with over 15000 brands worldwide under our VeRO Program. The challenge is taking action on price points and it would not be feasible for ebay to be a master of the product titles and their price points.
Restricting categories has its own advantages and disatvantages hence we looking at alternate solution which can address the issue of piracy and protect the interest of sellers who are selling genuine software
In the coming weeks you would see some an improvement in this category
I have take this discussion about differential registration process and such a registration process already exists on ebay, however the adoption of business registration is low
I agree that there are lots of posts regarding the bad sellers, however there has not been any change in what we are seeing internally. The number of fraud cases is extremely low. One can also see the number of cases where buyers are asking for resolution which is more than 3 month old transactions
The current concerns seem to the need to increased interaction with such buyers and helping them completes the buyer protection claim process.
On the restocking fee – I think as look as it is mentioned in the description and buyer is aware of this before purchasing it should be acceptable. As long as the seller provides the proof of refund it should be okay. However if majority of the transaction are refund we then also need to look from the perspective of whether such a seller is good for site
For ebay it would not be feasible to check the seller sourcing and vetting. I would look at this and see if we need to put some basic guidelines of item description
As mentioned in my earlier post Seller Non Performance issue is a concern, however we would try and change the reinstatement criteria and as you can also see in this response of buyer complains and asking resolution for transaction more than 3 months old there is a some merit in current SNP warning and asking sellers for resolution
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