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May 2011
***Updated: eBay India Customer Support Live Chat unavailable due to technical issues***

30 May, 2011 | 05:56 PM IST


Dear members,

eBay India Live Chat is now available.

Regards,
The eBay Team
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***Original: eBay India Customer Support Live Chat unavailable due to technical issues***

30 May, 2011 | 03:32 PM IST


Dear members,

Due to technical issues, eBay India Live Chat is currently unavailable. We are working towards getting this resolved

You can contact us via email or phone. We apologize for any inconvenience this may have caused you and thank you for your co-operation

Regards,
The eBay Team

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***Online workshop on Pricing Changes - June 2, 2011***

30 May, 2011 | 05:53 PM IST


Dear Members,

We have recently announced the upcoming pricing changes on eBay India site (Important Announcement : Changes in eBay Fees, launch of Best Match sort option and Trust & Safety phone support).

We understand that our sellers may need to make changes to their current business plan to accommodate these new fee changes. So, we encourage you attend our second Online Workshop on 2nd June, from 4 pm to 5 pm or use our Customer Support Resources to help you understand the overall Fees changes.

Your suggestions & comments are valuable to us and we encourage you to share your feedback with us on this thread.

Regards,
The eBay Team
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***Update on Service improvements to enhance Seller experience***

25 May, 2011 | 05:45 PM IST


Sharat Digumarti
Dear Members,

In our continuous drive to make eBay a preferred online marketplace and basis various feedback received we have undertaken some changes in our processes
which I expect will enhance the selling experience on eBay:
  1. TnS phone support
  2. Return shipping for eBay Guarantee*
  3. Seller standards
  4. Community review forum enhancements

TnS Phone Support – We have made two significant enhancements to our phone support offering the facility to seller to call and also the team reaching out to sellers when listing policy violation is noticed.

  1. Inbound toll free phone support - The T&S team is now a call away to address your questions concerns related to feedback, site policies, activity limits or account restrictions. We recognize your need to be able to speak with T&S team directly and this service initiative will help you discuss and get quick resolution & guidance on T&S.
  2. TnS calls on listing policy violations - Understanding site policies is critical to the sellers business. To help sellers improve understanding of policies we have started calling sellers to explain violations for the listed items. This process will help sellers to better understand the policy, seek clarification during the call and the chance to correct their listings that minimize listing violations done due to lack of knowledge. This process has already been initiated for few policies and we are working to cover most of our policies.

Return Shipping – Most sellers currently offer returns and item replacement. During the resolution process under eBay Guarantee* we have observed that the resolution offered by the seller replacement is getting delayed due the buyers not returning the item to seller. The option to leverage the eBay Return Shipping under eBay Guarantee* will enable buyers to ship the item faster and in turn help the seller to resolve the dispute. We expect to make this service operational by early June 2011 and will be making a separate announcement giving more details on the process.

Seller Standards – The evaluation criteria of the existing sellers’ non performance (SNP) has been replaced by a new set of guidelines referred to as Seller Standards effective 20th May 2011. The key changes are

  • With Seller standards Sellers will now be evaluated on a Monthly basis ( currently this is weekly process) which gives our seller community time to work with the buyer and revise the feedback received
  • Sellers will also be evaluated on their overall transactions (whether or not the feedback was left i.e. if feedback is not received at the time of evaluation, the transaction will be deemed good)
  • Sellers will not be impacted by neutral or negative feedback unless it is associated with a low DSR
Along with the above stated benefits, sellers may now check the New Seller Dashboard to see a snapshot of their DSRs. Please see the full details on the announcement of Seller Standard here

Community Review Forum – Enhancements to the Community review forum would now enable buyers to choose to remove the negative feedback shared. By clicking “Remove feedback” the voting procedure ceases and the feedback is removed instantly.

I am confident that the above changes would benefits sellers and it would be our constant endeavor to review our procedures to best service our sellers.

Sincerely,
Sharat Digumarti, Head - Operations
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***Important Announcement : Changes in eBay Fees, launch of Best Match sort option and Trust & Safety phone support***

18 May, 2011 | 11:13 AM IST

Dear Community Members,

Together with you we have been pursuing the goal of growing the online shopping business in India. To do this we have been investing continuously, along with our seller-members, to achieve the common objective of buyer delight.

1. Changes in eBay Fees

Post discussions with our key sellers across categories and after understanding the commercial dynamics of the ‘supply-chain’ in various product categories, we have made changes to the eBay.in fee structure and they are as given below:

FINAL VALUE FEES

Tech Categories Current New Exceptions (will continue at the current FVF rate)
Cameras & Optics 1% 2% Camera, Camcorder Accessories (Except SLR Cameras Lenses), Long Zoom Cameras, Digital SLR Cameras, Compact Digital Cameras, Film Cameras, SLRs
Consumer Electronics 1% 2% LCD, LED & Plasma TVs, Apple iPod Accessories, Batteries & Chargers, Car Electronics, Electronic Gadgets, MP3 Accessories, Office Electronics, Security Systems, Telephones, Internet & Services, Laptop Accessories, PC Tools & Accessories, Software
Laptops & Computer Peripherals 1% 2% Desktop PCs, Laptops, Monitors, Internet & Services, Laptop Accessories, PC Tools & Accessories, Software
TV Accessories 1% 5%
SLR Camera Lenses 5% 2%

Lifestyle Categories Current New Exceptions (will continue at the current FVF rate)
Apparel & Accessories 5% 7% Wholesale Lots
Cars & Bikes 5% 7%
Everything Else 5% 7%
Fitness & Sports 5% 7%
Health, Perfume, Personal Care 5% 7%
Kitchen 5% 7%
Dining & Bar 5% 7%
Musical Instruments 5% 7%
Tools & Hardware 5% 7%
Toys, Games & Baby 5% 7%
Travel 5% 7%
Watches 5% 7%
Home Appliances 1% 2%
Jewellery & Diamonds 5% 7% Wholesale, Bangles & Kada -> Diamond,
Bangles & Kada -> Gold,
Bracelets -> Diamond,
Bracelets -> Gold,
Earrings -> Jhumka, Dangle Style -> Diamond,
Earrings -> Jhumka, Dangle Style -> Yellow Gold,
Earrings -> Studs -> Diamond,
Earrings -> Studs -> Gold,
Jewellery Sets -> Diamond,
Jewellery Sets -> Gold,
Loose Gemstones & Diamonds -> Diamond -> Diamonds (Enhanced Natural),
Loose Gemstones & Diamonds -> Diamond -> Diamonds (Lab-Created),
Loose Gemstones & Diamonds -> Diamond -> Diamonds (Natural),
Loose Gemstones & Diamonds -> Sapphire -> Yellow Gold,
Necklaces, Chokers & Malas -> Diamond,
Necklaces, Chokers & Malas -> Gold,
Pendants -> Diamond -> White Gold,
Pendants -> Diamond -> Yellow Gold,
Pendants -> Gold (w/o Stone),
Rings -> Diamond -> White Gold,
Rings -> Diamond -> Yellow Gold,
Rings -> Gold,
Wedding Jewellery -> Mangal Sutra

For a detailed list of categories where FvF is not changing, please click here

STORE FEES

Below are the changes for Store Fees

Stores Current New
Basic 299 499
Featured 1199 1999
Premium 2999 3999

INSERTION FEES

Below are the changes for INSERTION Fees

Insertion Fees
Current
1,3,5,7,10 30, GTC
New
1,3,5,7,10 30, GTC
Non-store
1 4
2 5
Basic
1 0
1 2
Featured
0.75 0
0.5 1
Premium
0 0
0.25 0.5

FEATURES FEES

We have also relooked at some of the feature and tools fees and are making fee changes basis the real benefit (exposure and sales) that our sellers derive from using them.

(Please note: The changes to Gallery Plus and Subtitle are effective till September 18, 2011 only. Any changes to the fees post September 18, 2011 will be informed accordingly)

Features
Non-Shop Subscriber
1,3,5,7,10 Days 30 Days
Shop Subscriber
1,3,5,7,10 Days 30 Days & GTC
Current Home Page
179 279
179 249
Pro Pack
129 199
129 169
Gallery Plus
2 2
2 2
Subtitle
1 1
1 1
New Home Page
199 299
199 279
Pro Pack
99 150
99 125
Gallery Plus
0 0
0 0
Subtitle
0 0
0 0

PAISAPAY FEES:

Paisapay charges PaisaPay charges for 3 months EMI PaisaPay charges for 6 months EMI Cash On Delivery (COD) Cash Cards (Done Card)
Current Fee 4%+tax* 5.5%+tax 5.5%+tax 5% or Rs.125/- (whichever is higher) + applicable taxes 4% + applicable taxes
New Fee 4.5%+tax 6%+tax 6%+tax Unchanged 4.5%+tax

*- Service Tax of 10.33% is charged

The changes will be applicable all listings and all transactions created on eBay.in and post 23:59:59 IST on 16th June 2011. We understand that our sellers may need to make changes to their current business plan to accommodate these new fee changes. So, we encourage you attend our Online Workshop on 18th May, or use our Customer Support Resources to help you understand the overall Fees changes.

We are aware that, as a seller, you have a choice of outlets through which you can sell your products. We appreciate that you choose to do business with us. Your suggestions & comments are valuable to us and we encourage you to share your feedback with us on this thread.

CATEGORIES WITH NO CHANGE IN FINAL VALUE FEES

  1. Camera, Camcorder Accessories (Except SLR Camera Lenses)
  2. Compact Digital Cameras
  3. Long Zoom Cameras
  4. Digital SLR Cameras
  5. Film Cameras, SLRs
  6. LCD, LED & Plasma TVs
  7. Apple iPod Accessories
  8. Batteries & Chargers
  9. Car Electronics
  10. Electronic Gadgets
  11. MP3 Accessories
  12. Office Electronics
  13. Security Systems
  14. Telephones
  15. Internet & Services
  16. Laptop Accessories
  17. PC Tools & Accessories
  18. Software
  19. Desktop PCs
  20. Laptops
  21. LCD / TFT Monitors
  22. Apparel & Accessories – Wholesale Lots
  23. Home Décor and Furnishings – Wholesale
  24. Jewellery & Diamonds – Wholesale
  25. Jewellery & Diamonds - > Wedding Jewellery - > Mangalsutra
  26. Jewellery & Diamonds - > Categories with Diamond & Gold
  27. Coins & Notes
  28. Collectibles
  29. Stamps
  30. Books & Magazines
  31. Movies & Music
  32. Video Games
  33. Fun Stuff
  34. Charity

2. Launch of Best Match on other categories on eBay India ---Making Search on eBay more relevant for buyers

To provide improved relevance in the Search experience for buyers, we had already rolled out the ‘Best Match’ sort logic as the default sort option in select categories (as compared to Time end soon sort logic that exists as the default today) - Consumer Electronics [293], Mobile Phones [15032] and Laptops & Computer Peripherals [160] earlier.

In the last few months we have seen Best Match in these categories and are encouraged by the positive uplift in transactions. As such we are planning to launch Best Match across all other categories with a few exceptions being:

  • Apparel & Accessories (11450)
  • Jewellery & Diamonds (281)
  • Collectibles (1)

With the launch of Best Match, search algorithm that computes the priority for display of listings will be influenced by multiple parameters some of which are:

  • Title & Category relevance: The system will assess how relevant Item Title is to the search query; basis past search & purchase history and more relevant listings will be given greater priority. For example, for search query “iPod Shuffle”, iPOD shuffle listings will be given more priority compared to accessories
  • Buyer Experience provided by the seller: The Seller’s past performance in delivering to buyer expectations (measured through DSRs)

Q. What do sellers need to do to benefit from Best Match:

To ensure sellers on eBay India are able to fully leverage the benefits offered by Best Match, we would advise you to follow the below guidelines:

  • Deliver high quality service to buyers and maintain high DSR’s through accurate listing descriptions, prompt & proactive communication with buyers, and reasonable shipping costs and time
  • Ensure that you list your items in the right category with the most appropriate item title to attract the right buyers
  • Create detailed, accurate & attractive listing descriptions which can increase your quantity sold and classify your listing as more popular than others
  • List multiple quantities of an item in the same listing. Item popularity as determined by quantity sold and a few other factors influences the sort order. Do not create duplicate / multiple listings of the same item

Q. How can I know how well my listings are performing in Best Match?

The Best Match Visibility Tool, which will soon be accessible to sellers in their ‘My eBay’ page, will help sellers review the performance of their listings against the Best Match sort order. We will be enabling this for all our sellers in the coming weeks.

3. Introducing Phone Support for Trust & Safety

Based on our sellers’ feedback and requirements, we are pleased to announce the launch of inbound phone support for all Trust & Safety related questions, queries, concerns, comments from Friday, May 13, 2011.

This support is available Monday to Saturday, from 9:30 am to 6:30 pm through our toll free number 1800 – 209 – 3229 by choosing Option 2 on the selling menu.

Q. Can I get assistance related to account suspension or account restriction?

Yes. Our Trust & Safety agents will help you review the reason of suspension and guide you with the next steps immediately.

Q. Can I use the phone support to address my questions related to site policies?

Yes.

Q. Can I use this option to address feedback removal requests or report another member?

Yes.

Regards,

eBay India team


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***Remittance will be credited in seller's bank account on 18th May***

16 May, 2011 | 07:08 PM IST


Dear Members,

Due to bank holiday on 17th May (Tuesday), remittances will be credited in sellers bank account on 18th May (Wednesday). Inconvenience is regretted

Regards,
The eBay Team
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***Updated: Technical issues with eG* micro site and CRF***

12 May, 2011 | 11:01 AM IST


Dear Members,

The technical issues with eG* micro site and CRF have been resolved and are now working fine.

Regards,
The eBay Team
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***Original: Technical issues with eG* micro site and CRF***

09 May, 2011 | 07:06 PM IST


Dear Members,

We are currently facing some technical issues with eG* micro site and CRF and working to get this resolved at the earliest.

This might take few days and request your patience in the interim.

We will let you all know once this is fixed and also take care of all the cases which sellers / buyers are unable to file during this period.

Regards,
The eBay Team

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***A message from Murali***

10 May, 2011 | 01:10 PM IST


Dear Members,

As Ambareesh mentioned in his message I will be taking on the responsibility of Country Manager, eBay India. At the outset, I am extremely honoured at the trust that eBay has placed in me and excited with the opportunity of leading India's No. 1 Online Shopping Destination.

The last few years have been great years for eBay India – we have grown twice as fast as the eCommerce market , strengthened our market leadership, provoked eCommerce trial for many new Indian internet users & encouraged more Indians to turn online entrepreneurs selling a variety of products across India & the globe. We also took our first steps into Mobile Commerce earlier this year and the journey continues.

The future of eCommerce is bright and eBay will be on the forefront of it. My team and I are committed to providing a consistently better experience for our community. We will strive to make eBay India the best place to find and buy a wide variety of products at great prices and be the best destination for entrepreneurs to set up and scale their business online.

Our community has always been our most vocal supporter and our strongest critic. I’ve always loved the passion our community has for eBay and I’d like to take this opportunity to thank you for your feedback and support in all these years. I look forward to meeting your high expectations from eBay. I have no doubt that with the support of our community eBay India will continue to be India’s leading online shopping destination.

Last but not least, I would like to thank Ambareesh on behalf of eBay India for his inspiring leadership and the fantastic work he has done in the past few years and wish him all the best for his future endeavors.

Please pass on your wishes to Ambareesh here.

Regards,
Murali
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***A message from Ambareesh***

10 May, 2011 | 01:05 PM IST


Dear Members,

After many long and happy years at eBay, I’ve decided to step down from my role of Country Manager, eBay India to pursue my entrepreneurial interests. Muralikrishnan B, currently Sr. Director - Marketing & Product, will succeed me as the next Country Manager of eBay India.

My association with eBay India has been truly memorable. I will cherish the years’ of working closely with our community to convert Indians into online shoppers by providing them access to lots of Safe, Easy Deals. Above all, I am proud of the entrepreneurial spirit of eBay India's sellers and wish you continued success on eBay.

I know eBay India is in good hands with Murali. He is an excellent leader who has been with eBay since 2005 and over the last 6 years has led key functions at eBay like Product, Category Management & Marketing. His many achievements include driving a local product development model which significantly enhanced and localized eBay India’s user experience as well as building the eBay India brand. He is passionate about eCommerce, eBay and our Community and the right person to lead eBay India into the future.

I wish you well for the future and I will definitely remain connected to you and eBay as a buyer and seller :-).

Regards,
Ambareesh
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***50% off on Listing Upgrades for new users***

04 May, 2011 | 03:52 PM IST


Dear eBay members,

As part of our efforts to support new sellers in ramping up their business on eBay India, we are launching an exclusive promo for sellers registered on or after March 1, 2011.

Through this promo, all sellers who satisfy the above criteria will be able to use any Listing Upgrade on eBay India site at a flat 50% discount. The discount will be applicable for listings done from May 5th to 31st, 2011.

Some of the listing upgrades that you can choose from amongst others are:

1. Featured Plus

2. Gallery Featured

3. Home Page Featured

4. Pro Pack

5. Bold, Border, Highlight

6. Subtitle

7. Gallery Plus

Listing Upgrades give you the opportunity to market your product to your buyers.

Use features to:

• Increase the number of visits to your listing

• Make your listing stand out among others

• Increase your chances of successful sales

Listing Upgrades help customise the appearance of your listings and attract more buyers to your items. We would encourage all our new sellers to take maximum advantage of this promotion and enhance their listings using the various Listing Upgrades available.

Regards,
The eBay Team
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***Changes in State Bank of India (SBI) Debit card payments***

04 May, 2011 | 01:35 PM IST

Dear Members
State Bank Group has now made it mandatory to use a 3D Secure Code/Password for its ATM cum debit cards too. SBI’s ATM cum Debit Card is normally a Maestro Card and we have earlier seen that this is the most used card for online booking. From now on, if you want to use your State Bank ATM cum Debit Card (SBI, SBH, SBM etc) for online shopping, apart from inputting your 4 digit PIN, you also have to enter the 3D Secure Password to complete the transaction.

To get your Maestro card's 3D security password, you can either visit any State Bank ATM or do it online.

At ATM, insert your card and select ‘Mobile Registration for SMS/ Secure Code’ to register your mobile number and follow the instructions as directed.

Regards,
The eBay Team
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***Introducing Guest Checkout***

02 May, 2011 | 09:30 PM IST


Dear eBay members,

In line with our ongoing efforts to improve buying experience on the eBay India site, we are pleased to announce Guest Checkout. This new initiative will allow first time buyers to transact on site without having to register. This will enable more visitors to try out buying on the site.

What is Guest Checkout (GXO)?

For a first time visitor on eBay.in, the process involved in completing a purchase requires multiple steps. Guest Checkout attempts to make the process completely linear by removing registration steps within the buying flow.

• Enable visitors to Buy on eBay.in without having to register
• Reduce the steps in buying process for new buyers

How does Guest Checkout work?

1. On clicking Buy It Now the user is taken to the Sign-in page where the user can opt for a Guest Checkout or can choose to register by clicking on Register

(Images are for reference purpose only)

2. Select Shipping Method

The guest buyer can provide the contact and shipping details on the select shipping method page

(Images are for reference purpose only)

3. Paisapay Payment Page

Subsequently the guest buyer will need to verify the SMS code before proceeding

(Images are for reference purpose only)

4. Payment Confirmation Page – Paisapay

On the confirmation page the order details will be presented to the Guest buyer along with a quick registration option

Things to know about Guest Checkout

  • Only available for “Buy it Now” listings
  • Buyers can use Guest mechanism to checkout upto 3 times (repeat)
  • Guest buyer can use a gift coupon code only once in the checkout flow
  • Guest buying needs a mobile number and email id that are not already present on the system
  • Can use the only same email Id-phone number combination while repeating a Guest purchase
  • Users to verify their mobile number by confirming code sent to them via SMS on every guest purchase
  • Guest buyers can purchase via Paisapay, Paisapay EMI and Paisapay COD depending on eligibility in the listing
  • Guest buyers will receive order related updates primarily via SMS
  • A Guest buyer does not have access to My eBay and My Paisapay and will not have a password to access their account till the point they register on eBay
  • A Guest buyer cannot leave feedback for the seller however sellers can leave feedback for the Guest buyer. On registering with the same email id as was used for a Guest transaction, a Guest buyer can leave feedback for a purchase that is available in My eBay (upto 60 days from transaction date)
  • Guest buyer can accept or reject time extensions and indicate item receipt via SMS
  • Guest buyers are covered under eBay Guarantee* and can raise a guarantee claim through Customer Service
  • Guest buyer will receive an email when sellers can get in touch with “Contact Buyer”

Guest user registration

Guest users can convert to registered ebay users to enjoy all the benefits of eBay like having access to your account, being able to bid on items etc. They may do so by providing registration details and confirming their email address at the end of the transaction or from the registration page.

Shipping method auto selection

In addition to Guest Checkout, a minor enhancement in the form of Shipping Method auto selection also launches at the same time. This helps buyers by auto selecting the cheapest shipping method basis the payment method and shipping address. Currently this option is available for Buy It Now only.

These changes are expected to go live to site on May 12, 2011. The changes in eBay Privacy policy for this project are available here. These would replace the current privacy policy when the project goes live on site. Further there would be non-substantial changes in the eBay User Agreement, PaisaPay User Agreement and other related policies to incorporate changes due to Guest Checkout functionality which will go live when the project goes live on site.

Regards,
The eBay Team
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***Open House chat with Rajasekaran Gnanamoorthy, Category Head: Technology***

02 May, 2011 | 05:08 PM IST


      Rajasekaran Gnanamoorthy
Dear Members,

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 Rajasekaran Gnanamoorthy, Category Head: Technology for an online discussion on selling in Technology categories. We look forward to your suggestions for further improving our seller experience, and answer your eBay related questions on understanding & scaling your business in any of the Technology categories during the Open House discussion.

Raj will be available on this thread on Thursday, 5th May 2011 from 4:00 PM to 5:00 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.

See you on the 5th at 4:00 PM!

Regards,
The eBay Team
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***Technical issues with eG* micro site and CRF***

02 May, 2011 | 10:04 AM IST


Dear Members,

We are currently facing some technical issues with eG* micro site and CRF and working to get this resolved at the earliest.

This might take few days and request your patience in the interim.

We will let you all know once this is fixed and also take care of all the cases which sellers / buyers are unable to file during this period.

Regards,
The eBay Team
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