eBay

carly@ebay.com · ‎09-12-2005

Topic: How to get Help on eBay

Date: Friday, September 30, from 1:00 PM -2:00 PM ET

Where: Right here on Canada Town Square

Description: Please join us for a workshop with eBay Customer Support Pinks who will be here to answer all of your questions about the eBay help system and how to best use it to get the fastest answers to your ebay trading and account related questions.

If you are not able to attend, you can leave your questions here one week in advance of the workshop and they will be answered during the workshop, and you can come back in and check the answers.

Hope you can join us!

Carly

carly@ebay.com · ‎09-30-2005

Hi Everyone,

Welcome to the workshop today to answer all of your questions about the Help system on eBay.

I would like to welcome eBay Pink Celine today who is here to conduct the workshop.

Now let's get started!

Carly

celine@ebay.com · ‎09-30-2005

Welcome everyone!

My name is Celine, and I work in Canada on the customer support team. I’ll be with you for the next hour to answer any questions that you may have with regards to how to get help from eBay customer support. At this time, I’ll open up the discussion to your questions.

Celine

celine@ebay.com · ‎09-30-2005

All right, so since no questions have been posted yet, I’ll go ahead and get started with some information that I’d like to share with you.

celine@ebay.com · ‎09-30-2005

There are 3 ways to get assistance on the eBay site:

- Through the help pages
- By emailing customer support
- Or using Live Chat

Celine.

celine@ebay.com · ‎09-30-2005

We have an extensive "Help" section which is packed with helpful information. It contains answers to frequently asked questions, as well as a "Search Help" feature which allows you to type in your question and obtain a list of links that contain information on the topic you are looking for.

You can access our Help section by clicking on the link below:

http://pages.ebay.ca/help/

Celine.

valleyboy42 · ‎09-30-2005

What are the hours of Live Help on ebay.ca

celine@ebay.com · ‎09-30-2005

Hi valleyboy42, thanks for your question !

Canada Live chat is open from 9:00am PST – 9:00pm PST, except on Tuesdays which is open from 8:00am PST – 8:00pm PST.

Celine.

celine@ebay.com · ‎09-30-2005

For those of you not familiar with Live Chat, this is another way for you to get the help you need from eBay. We have representatives available to help you in a live help setting. To contact our live help you can click on any of the many “Live Help” icons throughout the site, such as on the Sell Your Item form, on the upper right-hand corner of the ebay.com homepage, etc.

Celine.

celine@ebay.com · ‎09-30-2005

As mentioned earlier, there are three ways to contact eBay customer support. The third would be sending an email to our trained customer support team.

If you would like to send us an email with any questions or concerns that you have, we would be more than happy to assist you. Please note that we do our best to respond within 24 hours for email inquiries. You can contact us by clicking on the link below:

http://pages.ebay.ca/help/contact_inline/index.html

Celine.

valleyboy42 · ‎09-30-2005

Wouldn't it have been a good idea to post this workshop

notice on the other boards as well as CTS because there

are a lot of people for personal reasons do not

frequent CTS.

celine@ebay.com · ‎09-30-2005

In some cases, we will need to ask you to redirect your question to our PayPal customer support center as eBay does not have access to your Paypal account details. Paypal customer support has access to the best information and tools to help answer your question.

To locate the PayPal Help Center, please click the "Help" link located at the top of most PayPal pages. Answers to your question may be found in one of the multiple "categories" listed on the left side of the Help Center home page. Answers to our most commonly asked questions are located in the "Top Questions" category.

For instant help from Paypal, enter a topic in the search box and click on the "Search" button. If after searching for your answer you are not locating the information you are looking for, there are other options to help you resolve your issue.

You can contact PayPal via email or phone. To contact Customer Support, please click on the "Contact Us" link located under the list of categories on the left-hand side of the page. You may then select whether to receive help by email or phone.

For easy reference, Paypal customer support can be contacted 7 days a week by phone at:

402-935-2050.

Celine.

celine@ebay.com · ‎09-30-2005

As an eBay member myself, I understand the concerns by many of your for an eBay.ca site in French. At this time we do not offer the eBay.ca site in French. You'll want to check our announcement board if the site will ever be offered in French in the future. This is where we will tell our community if this feature becomes available.

However, I do have some good new for French speakers out there! We do have some French support representatives on the team. If it is easier for you to communicate with us in French, please send in your question by email in French. We will be happy to reply to you in French in these cases.

Also, on the ebay.ca website, there is a Café Francophone, which you can visit at:

http://forums.ebay.ca/forum.jsp?forum=42

You may also want to visit the eBay France website for help in French:

http://www.ebay.fr

Celine.

jakeeangel · ‎09-30-2005

Could you please tell me why the response team is still sending out canned responses? I though Bill Cobb said that wouldn't be happening anymore? I have required help a few times and the person never read the email. They scanned it for keywords and sent the usual response for the keyword they selected. My problem was not resolved! It was a very frustrating experience.

I had to go to PowerSeller support who thankfuly addressed the real concern. Not everyone has that option and it worries me that the response team don't seem to be doing their job as they should. Why are they not reading the email fully and responding accordingly?

Thank you.

Even a stopped clock is right twice a day.

valleyboy42 · ‎09-30-2005

Does ebay.ca have a phone number that can be listed here or do you use the one on your credit card statement.

celine@ebay.com · ‎09-30-2005

Hi jakeangel, I can completely understand your concerns about the information received from Customer Support.

However, I can assure you that an eBay representative from our support team does read and reply to every email received. There are no canned responses used in General Support.

I do encourage you to continue to use the Powerseller support for the best assistance as they will be more familiar with your account and can provide a quicker response.

Celine.

celine@ebay.com · ‎09-30-2005

Hi again valleyboy42.

At present, we focus on providing support to our community through the use of email and live chat and do not offer telephone customer service support. There is no contact number through which customer support can be reached.

Celine.

celine@ebay.com · ‎09-30-2005

We do encourage you to contact our Live Chat for the quickest assistance. However, when you do choose to contact us by email, we do ask that you please provide the most clear and concise information possible to allow us to assist you better. This would include any items numbers that you are referring to, or User IDs, any information that will allow us to meet your needs faster.

Celine.