We are pleased to announce the next session of our Open House Program where users get an opportunity to chat with the eBay India Team.
Join Vasundhara Bhonsle, Head, Customer Support for an online discussion on Customer Support of eBay India.
Vasundhara will be available on this thread on Friday, the 1st of December, 2006, from 5:00 PM to 6:00 PM IST, for an interactive discussion with our community members.
You can submit your questions before or during the event by making a post on this thread. Click Here for help on using the discussion boards.
See you on the 1st at 5:00 PM!
Thanks and Regards, Sapana, Community Development Team
I hope I have been able to satisfactorily answer most of your queries and also share some information on how we work and what we do.
On behalf of the entire CS team, I appreciate all your feedback and we all hope that you will see us improve over next couple of months.
I will surely be here again soon to interact with you and get your comments and suggestions first hand.
Please keep sending in those Satisfaction surveys as many times as you can as that is the pulse of how we are doing and a continuous review mechanism of the teams’ efforts.
I completely empathize with your frustration and also offer apologies for the same. We have initiated a plan to rewrite our content that we use for responding to our emails. We are also making efforts to make sure that we see previous interactions before we respond to a fresh mail.
Hopefully both these initiatives will help combat the issues that you have raised.
I will be looking forward to your feedback next time around on this.
hello sorry for being late..just want to asked did customer care exsist or what.. ebay is a MNC there customer care worse than mtnl... any question you asked the same format will get in reply... they never have solution always buyer or seller fault sorry we cannot do any thing paste the link of policy... ok we reply now funny thing the reply did not goes to same executive who handle our query it goes to another executive again he paste the same policy and send it... atleast look at the below email see hat is happening... according us customer care not even show keen that they wanted to solve the issue...it looks like for formality they are in ebay working.... buyer and seller both are suffering from customer care stupid reply... and no solution
Sorry to hear that you had an unpleasant experience with us. We will surely take corrective action.
We are making all efforts in the direction of providing proper training to all our team members and hopefully next time when we interact you may have a better experience to talk about.
All our endeavors are to answer your queries and concerns appropriately and it saddens me whenever I come across anybody whom we have not been able to answer.
I will have to look into your specific issue but all I can say here is that we are trying our best to improve on customizing our mails.
Hopefully your next experience with us will be much better. Pls do keep writing in. Thanks for your feedback.
Let me try answering your question in the order you wrote them:
Non paying buyers
I realize the discomfort caused by such buyers.
Ebay has a very powerful tool that enables you to decide the kind of buyers who can bid/purchase your products. This tool is called the “Buyer Requirement Tool”, which enables you to select the criteria of buyers.
Currently you can block buyers who do NOT meet all or any of the criteria like Buyers in countries to which you don’t ship to, Buyers with a negative feedback score or even Buyers with Unpaid Item strikes
You can also ask your bidder to verify himself before he bids/purchases your product.
To set your buyer Requirements, follow the instructions below:
a)Log into “ My Ebay Page” b)Under “ My Account”, click on Preferences c)Under Buyer Requirements, click on “ Edit” & select your criteria’s
I would strongly urge you to go through these tools in details which may help you reduce number of unsuccessful transactions.
If you get such non paying buyers, you can request for a credit on the selling fees (FVF).
All you need to do is open a Unpaid Item Dispute from your account and then escalate it to eBay after 7 days. UPI dispute would send a reminder to the buyer asking him to come forward and complete the transaction.
You file for a UPI within 60 days from the transaction, if your transaction is old than 60 days, write an email to the eBay Collections and they would review your request.
To send an email, use the online form:
PaisaPay feedback
We appreciate your feedback on PaisaPay operations. While PaisaPay team is working to improve the services, I have sent your suggestions to the team for review.
Thanks for letting me know your thoughts and suggestion on various subjects. Let me try to answer your concerns in the order you composed.
I am disappointed to hear that you had a dismal experience from eBay India Customer Support. As I have mentioned earlier, one of our biggest focus are going forward is to improve our members satisfaction.
I thank you for your genuine feedback and assure you better quality on emails.
Your suggestion on improving PaisaPay Customer Support, I agree with you that they need to be improved, and the teams are already working towards the same. You will hopefully see the improvements in the near future. On your suggestion to reduce PaisaPay fee, while I will share the suggestion with PaisaPay team, I will share my understanding on the topic. The current PaisaPay charges include various expenses like bank charges, and protection from chargeback. While the chargeback protection service makes PaisaPay a safe and desirable service for sellers, it also adds to the charges.
On your thoughts on increasing number of policies on TnS – As our Community is growing, so is its need to have greater safety on site. Keeping this mind, we constantly create new policies and upgrade the existing policies. However, rest assured the intent is never to inconvenience a genuine user. In case a genuine user makes a mistake, he is asked to go through a tutorial to ensure that he knows about the policy and takes adequate care in future. To make the policies easy to read and understand, we have recently launched tutorials, and I will encourage you to take time out to read them. It will give you good learning on various policies and why they exist. Links to the tutorials are: Buying Tutorial - http://pages.ebay.in/help/tutorial/buyingsafely/js_tutorial.html Account protection - http://pages.ebay.in/help/tutorial/accountprotection/js_tutorial.html Marketplace Policy - http://pages.ebay.in/help/tutorial/marketplacetutorial/js_tutorial.html
Do keep sharing your frank and honest feedback on discussion boards in future.
I am sorry we had to delete your post, because it contained contents from a post that violated Boards usage policy.
However, I will like to answer your concern on what we do with sellers who do not ship products to buyers.
While most sellers on eBay are great community members, who generate good deals and products for our sellers, we also have occasional bad apples who result in bad experience for a buyer.
There are various things we do against such sellers, which include taking proactive action by blocking sellers who could be potentially harful for the marketplace. Other actions can include measures such as temporary or permanent suspension fro the site. We also actively work with law enforcement agencies in various states in order to arrest users who indulge in fraudulent activities.
To build and maintain Trust on eBay platform is one of our key priorities and we are focused on working towards the same. Our community members can actively help us in the same by reporting potential cases, leaving factual feedback and reporting INR / SNAD cases as and when they occur.
I hope the above answer gives you some context on the law enforcement side of Trust and Safety. Please feel free to post any other question or concern.
I appreciate your feedback on the toll free number and will definitely make efforts to improve your experience on the same. Your idea about the SMS is also interesting and we will see how and when we can work around it.
I understand your frustration as a result of one of your listings being removed for violating our Multi-Listing Policy and I would like to thank you for expressing your concern about this situation. Our Trust and Safety team works very hard and are committed to maintaining a safe trading environment on eBay. However, it is important to remember that there are actual people working behind the scenes to make this happen, and do make mistakes.
I have discussed this case with the concerned team. They have reviewed and taken corrective action in this case. They shall be communicating the same with you on email. Again, I appreciate the time you have taken to bring this matter to our attention so that we could look into it further and apologize for any inconvenienced caused to you.
In the event that you have any specific queries with regards to this situation, I would encourage you to write to Trust and Safety by using the Contact Us webform within the Help Pages and they will be happy to assist you further.
Thanks for your appreciation. We really need all that we can get.
Your idea for the Call Center is something that we have been hearing in various versions from some other members as well. The thought, as I also mentioned to emailswarup earlier, is that we are a net based business and therefore it just makes more sense to be available through the same channels as people do not need to go away from their Computers, or off eBay to contact eBay for help. Having said that we do realize that we may have to go down that path may be a little later as eBay India business grows, but not in the near future. I am sure we may just pick up the skeleton of the process that you presented here and actually put it in place. Great Idea.
Listings that submitted to International site would definitely appear, if you opt for International Listing from your eBay India account.
However, the way every item appears on International sites can differ, for example eBay.com (US site) and ebay.ca (Candian site) would show your product in the Default search, on the other hand eBay.co.uk (UK site) would only display your item if the buyer chooses to see “all items including those available from international sellers”.
To have your items display by default for UK buyers, you would need to list your items directly on the UK site (the policies and fees of the UK site would apply).
To answer your first question on mobiles and accessories category, as you might be aware that we have restructured the fee structure for mobiles and accessories category. This I believe will be an important step in improving the buyer and seller experience in the category. With the new fee structure, we expect sellers to improving the quality of listings, thereby improving buyer experience. I believe the changes will start reflecting by the 2nd week of December.
ON your suggestion on adding 3g and edge to mobile product finder, I will certainly forward the suggestion to the concerned team who will evaluate the suggestion for next round of changes.
I think your suggestion on User rating option is extremely interesting and I also agree that customer is the king (smiles). We have recently launched a new sort functionality called ‘Best Match’ to improve your buying experience and is on similar lines with your suggestion. This sort functionality takes into account various parameters like how many users have bought the item, how many viewed it and found relevant etc.
To use this feature, click on sort functionality at top of any search page, click on the drop down menu and click on ‘Best Match’.
Please feel free to write back if you have any questions on ‘best match’ or any other question or comments.
I appreciate your concern, however, as you must be aware the seller chooses the delivery service as per the factors like cost and coverage. EBay does not influence the same directly. Having said that, I would also like to mention that we have been trying to promote good courier services and have promoted DHL for international sellers.
For local sellers, we have tried forging a relationship with courier companies, however, they feel that operationally it might not be feasible for them to service various eBay sellers at various locations.
However, I am sure your feedback here will reach out to other Sellers reading and it may set them thinking about choosing more reliable courier services.
I am really sorry to hear your unsatisfactory transaction on eBay. While we have lots of genuine sellers bringing in great products and deals for our buyers, at times we also have cases when buyers have bad experience. However, to protect our buyers from such transactions, we have eBay Purchase Protection in place. eBay Purchase Protection protects your eBay transactions up to Rs 50,000 in case of PaisaPay payment and Rs 10000 in case of other mode of payment.
In your specific case, I hope you had filed for the Item not received dispute and escalated the same to Buyer Protection claim. If you had paid via credit card, please claim for a chargeback from your credit card company.
We at eBay (not only at CS) take great pride in the fact that our community helps itself to the best of their capability. You yourself have been one of the most helpful members on the boards, and I will like to express my appreciation for your work.
In addition to interacting with Community members, this is wonderful opportunity for me to thank all members like you who help others and make everybody feel like a part of one extended family.
I understand your frustration as a buyer and my apologies for the same. However, we have taken some steps to improve buyer experience in the Mobiles and Accessories category.
In addition to increased education of the sellers, we are also launching listing fee in the category. This will hopefully lead to improvement in quality of listings on the site and will take care of all the problems mentioned by you. The changes shall come in effect by 4th of December.
I am sorry for the inconvenience you and other members would face due to non availability of UTI bank. We are working closely with the bank and as soon as the problem is resolved we will update you and our other community members.
Thank you for your feedback. We have recognized the need to not ask members for their concern when they come to chat with us for the same issue again. This has already gone as input into our training modules and I am sure that you will be able to see this in your next such interaction. We actively try to do customization and personalization on all our chats and mails and I hope you will be able to experience positive changes over the next couple of months.
Thanks Amitava for your wishes and your blessings. God knows we need them all the time. I agree with your point of view on personalization. It is a feedback that we have acknowledged as a tem and we are working towards it. Hope you will see more improvements in the near future. I have already shared your suggestion on PaisaPay with the PaisaPay team.
Also, I have often seen you help other members on the boards and just wanted you to know that I really appreciate it. Members like you make Community boards a great place to be in.
I want to first of all thank you for your frank and heart felt feedback. I appreciate the efforts and the emotions that you and other members like you invest in eBay. In fact this is something that aspires us as a team to perform better.
I sincerely apologize that you have had to face all sorts of problems in dealing with the CS Team. I can only hope that all our responses going forward will be like your last interaction with us where you felt that we really cared.
Also, I understand that as a Power Seller your business needs are more advanced than a low volume seller, which is why we have assigned phone support for you. In case you have some emergency, we will encourage you to use the phone support.
I will also like to take this opportunity to walk you through a few operational aspect of Customer Support. We divide user questions into various buckets and based on that a Customer Support representative (CSR) tries to give appropriate answer to the member. Some buckets have standard questions and answers and therefore are easily answerable over phone or live chat. However some buckets have questions where answers can vary according to the seller’s profile. For questions such as these we need more time to research the member’s profile and base our answer accordingly. This takes some time, and if your question falls in this bucket, a CSR would requests you to email you the request.
We are continuously investing in training our teams better so that you have a better experience interacting with them
Having said the above, I also admit that there are lots of areas where we need to improve and while we are working on them, I will request your cooperation and understanding.
Lastly, I will repeat that we are committed to improve your satisfaction with eBay Customer Support and hopefully you will only see improvements going forward.
Thanks again. Hoping to convert your Hate into a smile.
First of all I would like to thank you for your appreciation and your expectations give us more confidence. Where the idea of extending the lower limit for Paisa Pay verification might be a good idea, its significance and consequence can be best evaluated and explored by the PaisaPay team and I will surely pass on your thoughts to them.
Coming to your second point on providing Phone support: The thought behind this is that we are a net based business and therefore it just makes more sense to be available through the same channels as people do not need to go away from their Computers, or off eBay to contact eBay for help. Having said that we do realize that we may have to go down that path may be a little later as eBay India business grows. While we do not have plans in the near future, I will always keep this suggestion of yours in my mind for future exploration. Thanks again for your Best Wishes.
I will try to answer your “conceptual” question in a summarized fashion.
How do we work: We are a team of a few people who concentrate on providing support to our community We have 3 small teams: Team 1: Responds to all mails and chats. We try and answer all chats that come in and answer all mails with 24 hrs of receiving them. You can chat with us Monday to Friday 9:30 to 6:30 and we answer mails 7 days a week. We name this team General Support
Team 2: is a small team that calls up members to remind them about paying their eBay invoices, which we call Billing Team.
Team 3: is the phone support team for Top sellers and Power sellers to service them and to help them develop their business on eBay. This team also has a Trust and Safety expert who tries and helps these set of sellers in completing their Trust and safety related procedures.
Team one tries to ensure prompt and correct responses to queries from both Sellers and Buyers.
We have satisfaction surveys that I am sure most of you have seen and utilized to give us feedback to improve. We also have our supervisors doing audits on the responses sent by the team. Therefore both satisfaction surveys and our audits help us to determine how accurately and appropriately are our members getting addressed. I will encourage you and other members to give us constant feedback via these satisfaction surveys.
We also have software which measures how much time we take in replying to each and every mail that we receive. This helps us ensure that all mails are responded to within 24-48 hours.
Speed and accuracy are measurable, hence training and improvement on the same is easier. However, as members have suggested, we need to do lot more work on customization of our mails, providing to the point answers and avoiding ‘cut and paste response’. We have already acknowledged this and most of our efforts our directed towards bringing this improvement. We are trying our best to match the expectations of the community and hopefully you will keep seeing improvements in this area.
I hope I have been able to answer your questions satisfactorily. I could not have asked for a better opening to the Open House today. Do keep the questions flowing, if any.
This is the first time I am here and all excited to be able to interact with all of you directly.
My experience with eBay and its community has been completely unique and an eye opener. It is commendable how much effort and emotion has been invested in this platform to make it a success by all.
I am here for next one hour. Pls feel free to write in with your ideas / concerns.
A very warm welcome and thanks for joining us in this Open House discussion.
First of all let me introduce Vasundhara Bhonsle, head of Customer Support function in eBay India. Vasundhara has recently joined eBay, and is working to improve your satisfaction from Customer Support on eBay.
She will be here for next one hour to answer your concerns and questions related to Customer Suport. Please welcome Vasundhara on boards and do make the most of the next one hour.
Happy to see that there is some one (only one) handling all the customer inqueries on ebay.in
you must be having a truck load of work/emails to reply and dont have a better option than to copy/paste replies even before reading them.
I would like to pointout this method of your is just not good and will only discourage sellers/buyers to come and ask anything..
my past exp with eBay customer support is not a good one, they dont even know what they are replying to ?
I had asked for multiple ID for same SELLER and was said to wait for EXPRESS clearance from eBay. that was some 6 months ago and I still am not able to makeout what EXPRESS clearance means. does it mean to wait forever.... I am not only loosing my bussiness but the interest on working with eBay. all my plans have been on hold for such a long time than I dont even need to put them to pratice for being thrown out of eBay of no reason
please let me know your staff strength so than I would think before approaching customer support next time
kindly correct this ***Scheduled Maintenance for This Week***
01 December, 2006 | 10:05 AM IST
The eBay system will be undergoing general maintenance from approximately 11:30 IST to 13:30 IST on Friday, November 31st. During this maintenance period, certain eBay site features may be intermittently unavailable or slow.
Dear Vasundhara, I realy fed up with the Fraud and chitted peoples increasing on Ebay. Now its' almost 7 times happned with me in last 2 months that the Item I sold but bloody buyer not replying and giving any feedback and then forget about payment. The result is I am just wasting my time and listing fees on ebay. Infact I mailed to Ebay last time also that I am not going to make the payment of listing fees for those item which are sold but buyer not making payment and just doing time pass. And that is sure from my side. Because Legal dept. is also sleeping in Ebay not doing anything after forwarding complaints. So I wants to wake them and also wants to see what they are going to do with me when I am not making the payment at all for listing fees for sold items. List is ready with me. Your paisapay dept. is again living back of the world. Taking 3-4 days time to get clear the payment and again 7-8 days to send the payment. In today's world everybody wants quick reply and assignment to get complete. I amiles about this also but what the rely got is we will forward your request to bla bla abla.... like politicians. So please try to improve your level of servcie and try to get wake and start freshly to your legal dept. ALL THE BEST Prashant Sane.
With much haste I am writing the fact that I have not received the Paisapay payment for the periods ending 24.10.2006, 31.10.2006, 07.11.2006 and 14.11.2006 as per amounts below:
I have already faxed the POD (Proof of Delivery) of items sold and delivered in all the above 4 cycles on your fax no.: 022-66690004 at respective dates which has been confirmed at your end.
I am a small seller and the amount stuck is quite a big one for me. Already I have been paying interest @ 2% wef. 08.11.2006.
So you can understand that whatever profit I tried to make has already been wasted and everyday is a loss to me and summing up I am incurring huge loss.
All the above facts have already been informed to Mr. Huzaffa over telephone requesting to release the payments at the earliest.
In view of this I am requesting to all concerned of eBay to act fast and release my payments so that I will not incur much loss.
I once again beg of you all people to please release the above payments immediately.
I HAVE SENT MAILS TO THE CUSTOMER CARE DIVISION REGARDING VARIOUS PROBLEMS AND OUT OF THAT JUST 30-50% HAVE BEING SATISFACTORY.
WHEN THE QUESTIONS ARE WRITTEN STRAIGHT FORWARD,THE ANSWERS NEVER COME UP LIKE THAT. ITS LIKE SOMEONE TOUCHING ONE'S NOSE ALL THE WAY AROUND. THE ANSWERS ARE NOT STRAIGHT FORWARD AND SOMETHING IS WRITTEN SIMPLY,NOT ANSWERING TO THE QUESTION DIRECTLY.
PLEASE IMPROVE YOUR TIME ON THE RESPONSE ON THE MAILS TOO.AND HAVE BETTER EFFICIENCY IN YOUR TOLL FREE NUBER CUSTOMER CARE.
REGARDING PAISAPAY CS,THE TEAM HAS TO IMPROVE A LOT. THIS IS THE 21ST CENTURY AND WE ARE USING OLD METHODS TO VERIFY CREDIT CARDS WHEN TECHNOLOGY HAS IMPROVED A LOT. A LOT OF WORK HAS TO BE DONE ON THAT CATEGORY. AND SERVICE CHARGES OF PAISAPAY HAS TO BE REDUCED TOO.
EBAY IS IMPROVING DAILY TRYING TO MAKE IT A SECURE PLACE FOR TRADING.ALONG WITH THAT,THE NUMBER OF EBAY POLICIES ARE INCREASING. PLEASE HAVE A CONTROL ON THE INCREASING NUMBER OF EBAY POLICIES. VIOLATION OF EBAY POLICIES LEADS TO THE CANCELLATION OF LISTINGS AND THE USER TOO. SO PLEASE HAVE A CONTROL ON THAT BECAUSE NOT EVERYONE IS IMFORMED ABOUT THE HUNDREDS OF POLICIES EBAY THAT EBAY ALREADY HAS AND IS INTRODUCING.
I HOPE SOME OF THE SUGGESTIONS HAVE BECOME HANDY AND WOULD BE USEFUL IN THE FUTURE.
I totally agree with the views of skyshopindia. I also want to add something in regard with his post -- I would like to say -- if we call your toll free number -- sometimes it keeps on moving from here to there --- and we won't be able to talk where we exactly want to talk -- Like if I want to talk to Billings Department -- I hardly get my call transfer to that department. If this is the case u can make some changes -- like SMS system --- A message can come in between the call like --- If u r waiting for a long time and wish to disconnect then SMS us at --- "your number" with message --- "whatever message u want". In this way customer support can directly contact the seller regarding their concerns. I have great problems with your toll free number whenever I call --- First of all I don't have MTNL at my home so I have to go to market to specially make a call to Ebay. I usually like to avoid calling on Toll Free number for this reason and make call only when it is really necessary.
Hello eBay India, I am really very much disappointed with your so called Trust and Safety team.
Will you tell me if they have little knowledge of eBay Policy??
Well first let me tell you the whole thing first, So that all eBay members can know about the genius mind of Trust and Safety team and also about their stupidity. Shame on such a team who do not know the policy in details and just know to remove the listing without any fault of the users.
I am a seller of all types of gemstones. I had listed 9 navratna stones.
Now in the above refer items I use the same title and picture because the length allowed for title is very less/insufficient and pictures taken of such small stones are almost the same.(so same picture is not at all a problem)
I will have to specify the weight of each and every gemstones(total number will be nine)that will be not possible at all.
So I specify the different weights of all nine stones in the description, which is very clear( Please check all items if anyone have doubt).
But the Trust and safety team had removed my one item number "300053719141 - BEST Quality all 9 Precious NAVRATNA(with Real Diamond)" because according to them its a identical item.
Now can someone tell me if the weight specified in each and every listings of Navratna is different in all the listings then how it is identical items?????
I hope some eBay members will surely support my this post, But I will not give up untill eBay will apologies for this unfair removal of my items.
This had damaged my reputation and please for the records I never violated any of your policy.
Now Trust and Safety team please reply my post ASAP because I wanna see you shame of ur deeds.
I will keep on posting reply to this thread After every 24 hours,Untill eBay apologies to me for all the torture.
Welcome to this board. I am expecting some new announcement from you regarding the improvment of CS Dept. As stated by so many members CS is the heart of eBay. It needs lot of improvement day to day.
I can say from my own experience, CS has improve a lot as it was one year back.
My wish:
When we contact CS we receive a mail with a number like KMM45184373V11576L0KM. Which may be complain no. If there is a Toll Free Phone support for all members. We can contact CS with this complain no. as reference, in case we are not satisfied with CS representatives reply or action. When we contact Courier we need AWB no to get reply of our query regarding any Parcel/Document. Similarly CS will attend a member if he/she has such reference no. I think this will minimize the desatisfaction with CS(if any).
I didnt received Paisapay payment cheques, for the following periods.
1
PaisaPay Payment for the period ending 31-Jan-2006 PaisaPay account balance of Rs. 1,335.80.
2
PaisaPay Payment for the period ending 07-Feb-2006 PaisaPay account balance of Rs. 1,104.93.
3
PaisaPay Payment for the period ending 07-Mar-2006 PaisaPay account balance of Rs. 77.20.
4
PaisaPay Payment for the Period Ending 10-Oct-2006 PaisaPay account balance of Rs. 2,462.75.
5
PaisaPay Payment for the Period Ending 21-Nov-2006 PaisaPay account balance of Rs. 965.00.
I wrote toomany times, and some responses are there, but not the payments reached here yet.I updated my receiving address nearest to the city. The courier company Blue Dart has office here, and they didnt inform me when it reaches here.
Please, take necessary steps to sent me the payment as soon as possible.
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