As announced in Rajan’s open house earlier last month we have been working to deliver on the additional requirements of our community to make PaisaPay a best-in-class payments system. We have already relaxed Express Remittance criteria and we would also announce the launch of PaisaPay Seller Protection Program on 31 March.
It is very important that we understand your views and expectations from PaisaPay. I will be here for an hour from 4 – 5 PM on Thursday, 3rd April to answer your questions regarding PaisaPay. I will also share some of the upcoming product enhancements in PaisaPay. Please feel free to ask any questions regarding our PaisaPay enhancements, policies, features and requirements. Click on Post a reply link to post a message or ask a question.
Its time for me to leave. Thanks you for taking out the time to share your suggestions on making PaisaPay even better. I really like the passion and energy shown by you.
I am humbled at the positive feedback recived on PaisaPay and promise that we at PaisaPay are leaving no stone untouched to ensure that we make PaisaPay the Best-in-Class payment service based on feedback recived from you.
Take care and Good luck! Till we meet next time.....Bye!
On your query on extra shipping timelines in case the buyer or the seller is out of station, we recommend that you use the time extension feature available in PaisaPay.
Let me attempt to answer your query on PaisaPay issuing FIRC for foreign transactions. FIRC, by Government regulations, can only be issued by a bank. Since PaisaPay is not a bank it would not be able to issue an FIRC.
I know that this does not solve your query but private companies does have no authority to issue FIRCs.
Firstly, I must appreciate the kind of suggestions that the community has been providing us to help us make PaisaPay the best payments system and you have only added to it J
We appreciate your suggestion on the ability to manually initiate refunds to the buyers after PaisaPay timelines are over. Although we would not be able to provide limits to the sellers if their account has a zero balance we would certainly keep a track of the refunds being initiated by the sellers and would execute the same once the seller’s account has the necessary balance to do so. This way the sellers does not keep a tab of the balance in his account and does not need to keep approaching eBay for the refund.
We would take care of tracking and tagging the requests and our sellers need not worry about the same J.
I agree with you and the suggestion provided by krishnaindia surely has merits. However based on our knowledge of buyer behaviour, feedback given is a result of overall experience of the buyer and not necessarily item receipt. In many instances positive feedback is left by the buyer can be based on the service levels provided by the seller and can be left pre-receipt of the item based on previous transactions with the seller if any.
Hence we feel that feedback may not necessarily qualify to be a tool to arrive at confirmation of the receipt of the products.
Thanks for liking the services of PaisaPay. We at this moment do not have plans to offer PaisaPay for third party websites. You can approch payment gateways like CCAvenue and others for this purpose.
Thank you for posting on this online workshop. While I understand that your concern is around the fees being charged by PaisaPay I would like to reiterate that our pricing is very competative when you keep in mind the services rendered.
Features such as Chargeback Protection, Seller Protection Program, Online Remittances, SMS, etc. have a huge cost implication and hence the charges.
While I promise that we would only keep improving the services to ensure our sellers that we always want to develop new systems to make PaisaPay the best-in-class payments processor.
Also charging EMI fees to buyers will significantly deplete the value proposition of EMI for the buyer. We also need to keep in mind that none of the leading shopping websites charge buyer for EMI. Recent upsurge in sales for few sellers have been courtsey EMI. It has become a significant puller of buyers who could not earlier afford to pay the full amount. EMI, if used, inteligently will drive-up the sales. More and more sellers are offering EMI on their listings to increase sales.
Firstly Congratulations once again on the success of the new and improved PaisaPay.
You have mentioned about "Email Improvements": I would suggest that you let the regular sellers preview the upcoming changes before it is implemented.
Also for the chargebacks, I believe there is no remedy incase the same is raised on grounds of 'Defective product' Or 'Product Not as described'. How does PaisaPay help its sellers in such cases?
As mentioned in my earlier post to discountshop06, in cases where the details of the shipment are traceable online we do not request the physical Proof of Delivery. A physical Proof of Delivery is required only when the status of the shipment is not available online.
Further to your question on “companies only display buyer's name and country online” I’d like to encourage if the address has full details as this would erase any discrepancies if any. However in such exceptional cases we may not deny the confirmation of delivery and would look at other parameters to arrive at a decision such as previous sales history, feedback, etc.
In cases where the details of the shipment are traceable online we do not require scanned copy of the Proof of Delivery. A physical Proof of Delivery is required only when the status of the shipment is not available online.
Even in instances where the seller has to provide the physical POD then the same is not available with him, he can contact the Customer Support team and ask for more time to get the same. PaisaPay may depending on the circumstances in question may give more time.
However to give 30 days to produce the POD would be difficult as the buyer will have to wait for such long time and hence we would like to address such issues in our PaisaPay Seller Protection Program.
I encourage sellers to use online tracable couriers as the time and efforts spent to dispute a refund claim is very low as compared to a physical POD.
We understand your concern on the NEFT charges being charged on receiving the payments. However we would like to highlight that this is a concern faced by a few members and they are charged specifically by some banks only (we learned that ICICI bank charges this fee for all types of current a/cs).
Since this fee is charged by the banks we have little control over it. However on behalf of sellers we have been trying to persuade ICICI Bank to remove this fees. However we have not been successful in convincing htem.
As an alternative I can suggest that you sitch to a bank that doers not charge for NEFT (I belive that HDFC Bank does not charge currently).
Delaying PaisaPay remittance to address this concern would not be an ideal solution for many sellers.
Ability to schedule remittance will take significant product investment. While we are investing heavily is product features (see upcoming features in my earlier posts), we need to be choiceful in selecting features requiring investment that would benefit the users the most.
You had a suggestion on imporoving content in PaisaPay emails. As I mentioned in post earlier post we have taken the feedback are in the process of improving all critical mails sent by PaisaPay.
Also, based on the feedback received from large sellers, we have discontinued shipping alert calls to large sellers as it had become unnesessary. However we will continue with calls to a new seller. The sole purpose of these calls was to hand-hold sellers with new PaisaPay process of entering shipping details else money would be refunded. It does look like we overdide this activity for some sellers
Dear crorepatibane, hellohira, princesswalkeshwar_in1, hill_24_will and krishnaindia,
Your query is regarding protection available in case of a Chargeback is received. At the outset let me assure the Seller community that PaisaPay is committed to protect its sellers from fraudulent chargebacks. The sole intent of PaisaPay Chargeback Protection Policy is seller protection from unauthorized usage of credit cards.
During our various interactions in past with sellers we had received positive feedback on how we were running this program very successfully and how PaisaPay was very flexible in operational matters like accepting online POD, India Post POD, etc.
Chargebacks are raised directly by the cardholder with his card issuing bank in accordance with Master Card/Visa chargeback programs without any prior consultation with PaisaPay. The timelines given to the card holders are also as per Master Card/Visa chargeback programs and we have no influence over it.
As long as sellers have a valid POD you can get covered under the PaisaPay Chargeback Protection Program. You can learn more about this program at this link pages.ebay.in/help/policies/paisapay-policy-chargeback.html
Dear Mohib (skygiftworldwide), Ram (jaipur_mart) and Swarup (emailswarup),
On your suggestion to extend delivery timelines for International Shipments, we feel the current timelines of 21 days are sufficient. We need to be careful while extending the timelines as there is a danger of not meeting buyer expectations from an Internet transaction. Not many buyers would be willing to wait for time longer than 3 weeks for their purchase to arrive.
Sellers can always request for time extension which our data shows gets rejected only by 15% of buyers who are anyways not comfortable with the extended shipping timelines.
Extending timelines beyond 21 days will also adversely impact sellers who do not qualify for Express Remittance as they will have to wait much longer for remittance of their sale proceeds.
We have spoken with a wide variety of sellers and buyers and in the interest of overall community have decided not to change the International delivery timelines.
I have tried to summarize user feedback and concern on PaisaPay so that I could post common reply addressing concerns together in interest of time so that I could address as many queries as possible in next hour.
I would like to share with you some of the exciting feature improvements in PaisaPay. All of these features are already in development and would be released in Q2 / early Q3:
• Extended Shipping Timelines for product lines requiring customization as per buyer choice (Jewelry, Furniture, etc.)
• Improvement in My PaisaPay for Sellers: We had received suggestions from sellers to improve the interface in My PaisaPay to make work easier for sellers. We have taken the feedback and in process of improving My PaisaPay. We will introduce some new features like ability to search a PaisaPay transaction in My PaisaPay, Improved PP Account Balance to better reconcile payments, Improvement in downloadable excel sheet, etc.
• PaisaPay Mobile Alerts: We will be launching Mobile Alerts to update users on their PaisaPay transaction status.
• Email Improvements: As per feedback received from you, we are improving most of critical emails to achieve increased transaction clarity & guidance on next steps and incorporating certain missing information
• Minimum payment amount for EMI: To meet the requirements of our EMI interest financing bank we need to incorporate a minimum payment amount for accepting EMIs. Sellers will continue to be able to list any amount with EMI. The check on the minimum amount will be at the payment side.
Besides the above we are also working to tie-up with some logistics companies as mentioned in Rajan’s community interaction on 7th Feb. However I do not have a concrete timelines around launch of this feature at this moment. We will update you once we get clarity about the timelines.
Dear Prashant, Nice to see you here. I am interested in selling items to other countries but for sending any item to other countries we should have FIRC(Foreign Inward Remittance Certificate). But when we receive payment through Paisapay we do not get any FIRC Certificate from Paisapay..
Please note that as per the RBI guidelines,FIRC should be acquire by the exporter for any advance payment received against export.
As per my knowledge most of the sellers send the items as GIFT/SAMPLE(Which is not correct).
It is illegal to mark the good(s) as GIFT or SAMPLE where we had received the payment on eBay(Through Paisapay).
So,Please kindly find a way for sellers where they can sell on eBay and can send the item in LEGAL way.
I hope you will not skip my post and will surely provide some positive reply.
We made certain changes in PaisaPay in last 1-2 months by actioning on the feedback received from the sellers:
• Express Remittance qualification criteria was relaxed by half • Launch of PaisaPay Seller Protection to protect in a unlikely event of loss from PaisaPay Refund System
First of all, a very warm welcome to all our users!!!! Thank you for taking out time to share your views on PaisaPay. Our goal is to make PaisaPay Best-in-Class payment service for both buyers and sellers. With launch of new PaisaPay buyer adoption of PaisaPay has gone up significantly. I am very proud to say that now PaisaPay is the most preferred payment method on our site!!!!
This could not have been achieved without the contribution of our sellers who had to work hard to adopt to new PaisaPay processes. It was not easy…..change is never easy. However our sellers did the most amazing job in migrating to new PaisaPay processes in a short span of time. We owe our success to you.
Now that we are settled with new PaisaPay we are working to further improve the user experience of PaisaPay. There are a slew of initiatives lined up for this purpose. You will start seeing some of the product improvement in this quarter itself.
I will talk about some of the changes made in last month or so and also share some exciting improvements in PaisaPay in my next post.
My promise to you is that I will be as upfront as I can in our interaction in next one hour. I feel it is better to be open and transparent in our interactions. You are our partners in growth and we need to work together to achieve success.
I may not be able to be there for the chat session,but I had one more suggestion which I would like to share with you.In some cases(most of my cases),the buyers pay for the item and then ask to ship it later since they may go outstation.
Now,the timeline for shipping the item is seven days. So,if buyers are able to edit the shipping timeline for these cases,sellers will not have to worry about the items to reach safely at their place.
Make the minimum number of days to be seven days and if the buyers have to go outstation,they have the choice to edit the shipping timings.Some of my buyers ask sellers to ship the items after they come back and some of them take at least 10 days to come back.
What do you have to say in regard to buyers like these?
Nice to have u for discussion, because since few months we are writing here & there our suggestions and grievances with no solution.
# We sell Real Gold and Diamond Jewellery and most of our buyers are from abroad. From our place Siliguri, only Speed Post carries Jewellery. Though very few couriers like Fedex are allowed to carry Jewellery but they have offices in New Delhi, Mumbai only. In new paisapay, 10 days/21 days are given for delivery. I am writing from my experience, 3 out of 10 parcels reaches in 45-50 days. After despatch, it is not in our hands. If after 21 days parcel donot reach,buyer claims, and suppose after a wait of 7-10 days PaisaPay refund the money and then parcel reaches, who will be responsible ?
# In Paisapay, it is stipulated, if despatch is not made in 7/10 days, permission has to be taken from buyer for extension. I suggest - very few buyers know latest Rules - so if any buyer donot reply or extend, it should be presumed as extended.
# In International sales - great problem arise when for any reason, buyer returns the product, paisapay will just verify the Proof of Return despatch by Buyer and refund the Money.ItEven it willnot be in Seller Protection. But when any parcel comes to India, it stucks at Mumbai customs office for clearance and it is impractical to get it cleared by a seller.We have very bitter experience in this regard where we lost Rs 11,000/- I Suggest: Refund should be done only after receipt by seller.
# Most Important: PaisaPay is being focussed in a very big way but while paying by International buyers, PayPal is much Easier and preferred. PayPal is also Ebay Company. Why PaisaPay has so many hurdles like scan copy of Credit Card etc, which is very difficult to execute by a buyer from overseas. The system should be just at par with PayPal. You will be surprised to read, when I raised this issue to Category Manager, they suggest me to receive payment through Paypal to avoid complication. How Funny solution. Being Ebay India Managers,instead of removing hurdles in PaisaPay, suggest to accept through PayPal.
I hope, you are the right person to look in the greater interest of Ebay.
Hello Prashant, The shipping details that we enter should be editable as pointed out by Rajesh Parekh and others.There are instances when we or courier collection boy are not aware that a particular location is not servicable and the parcel is returned back on the next day.In such case we have to ship thru another courier/SpeedPost.The new details cannot be entered.
Dear eBay, Since my bank charge some amount for incoming NEFT transfer,I request to please provide sellers an option to schedule the PaisaPay remittance.
This will atleast help to avoid the bank charges for small remmitance.
I have a suggestion. I currently sell my product through my website in addition to eBay.
For my website, I use PayPal as a payment gateway to accept credit cards. If PaisaPay would offer the same features (usable on a third party website as a payment gateway), it would be wonderful. Two huge advantages would be: 1. Charges in INR instead of USD 2. Availability of netbanking facility to users.
Naturally, if such a value addition is introduced, PaisaPay must ensure to keep charges reasonable, and not exceed PayPal rates.
a buyer made a payment but wants an immediate refund and I asked paisapay that I havenot shipped the item yet and to please refund the buyer immediately. They refuses to do that....
all paisapay customersupport executives are brainless and stubborn they dont understand and always uses forceful implementations of their brainless ideas...
new paisapay is useless harashment for sellers...
and ebay india is forcefully making sellers to either accept their dictatorships...
Listen we are citizen of an Independent India and will better kick such dictators then to accept their slavory...
If you try to use dictatorship on Indians then we united will kick you out of business and our country just like the Britishers...
My Indian frends I call you all to be united and fight against the dictatorships of these foreigners just as we did for freeing our country...
Dear Prashant ,Krishnaindia has given a very good and practical idea which can be immediately implemented by Paisapay without any excuses .
I have another simple suggestion to consider :
Presently most of the entries are done by sellers in paisapay window. So why not even item received entry can also be done by selers themselves ???? As soon as a seller gets proof of delivery he can enter the delivery details ( like date of delivery ) . Paisapay system can automatically send an email to buyer that seller has informed the delivery of item . Now buyer should be given a reasonable time like 2 to 3 days to object the same otherwise system should consider that delivery has been done succesfully and payment to the sellers should be released .
This will ensure prompt delivery of payments to sellers without any unnecessary delays . More than 50 percent of buyers do not bother to leave any feedback for the products , how can we expect them to enter item recieved details also .
if eBay really belive in follwing community values then it should believe the sellers first who are duly verified and trained by ebay at the time of registration :
* We believe people are basically good. * We believe everyone has something to contribute. * We believe that an honest, open environment can bring out the best in people. * We recognise and respect everyone as a unique individual. * We encourage you to treat others the way you want to be treated.
I hope a little more trust shown by Paisapay in sellers can bring more sellers and more business to eBay India.
Normally international buyers consider feedback as closure of a deal. So if Paisapay programmers can make the 'item reciept' to automatic completion when a feedback is posted. That will save quite a big hassle. Feedbacks have the item number so it is not huge deal to do so .
2. Possibility of Chargeback should be 'cancelled' immediately after a positive feedback is posted for the item.
Surely , simple stuff to do. Just correlate feedback of the item to the paisapay items.
How can this even got missed out in the first place ? This is basic !
I have one question. I generally ship product thru bombino exp or aramax.com Each of my dispatch are traceable online.
So it can be use as proof of delivery or I should have physical proof of delivery in case of buyer claim refund?
One more thing is some times this courier companies only display buyer's name and country online not his or her full address online , so It could be ok with paisapay in case of buyer claim refund?
Sometimes I use fedex to dispatch my material They give us receipt of parcel with buyers full address and name with online tracking number but online they dont show buyer's name but just his or her city,country and proof of sign. So is it ok at time of buyer's refund claim or I need physical proof of delivery?
there cant be any chargeback when all creditcard payments are cross-verified and confirmed by paisapay. paisapay wants buyers to send a scan copy of their creditcards and to confirm that they made the payments and nobody else. hence there can't be any chargebacks and its completely impossible for buyers to make chargeback because they have already confirmed paisapay that they made the payment and nobody else. if there is any chargeback then actually paisapay is delebrately and falsifically with malafied intension is imposing them on the sellers to fill their own pockets. Crorepati Jewellers
I think all are facing same problem with paisapay. First commission rate of Paisapay is high. we have to pay near of 8% to ebay for all tracation. This amoung is very high for branded products.
There is not any benefit for sellers. My buyer recieved the product and after that he opened the dispute that he did not got the product and paisapay hold the payment. tell us what is the benefit of paisapay to seller. it is totally in favour of buyer.
Paisa Pay is of no great use. The good deals are now charged more because there is an additional 4% charge on transactions. It eats into the profits of sellers. I think this Paisa pay is of no great use. Ebay is just imposing things, which are not required.
Hello...I have a strong suggestion for paisapay. Reduce the paisapay fees from 4% to 2% and charge EMI charges to Buyer because they are getting benifit from it. Because if we are selling any branded stuff we cannot sell them after adding 10% of ebay's profit. Its very very painful or in future all sellers selling branded stuff will vanish from ebay. Because we have to also add the courier charges.
Thats the best solution for paisapay to exist as payment gateway
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