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Information Technology News Ebay Australia: we’re not a faceless entity and PayPal better than Paymate
Information Technology News Ebay Australia: we’re not a faceless entity and PayPal better than Paymate | Ebay Australia: we’re not a faceless entity and PayPal better than Paymate |
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| Information technology news - E-Commerce | |
| by Stan Beer | |
| Tuesday, 22 April 2008 | |
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Page 2 of 3 iTWire: I can imagine that Paymate would dispute quite
vehemently your contention that they don’t have a buyer and seller
protection program.Featured Whitepaper
5 Best Practices for Smartphone Support
iTWire: What do you say to the accusation that in Australia you’re a faceless entity because you don’t have a listed office address, just a locked (post) bag? You also don’t have a personal office telephone. You do have a 1800 number which is obviously a call centre. The only way people can get in touch with you is via email. eBay: The 1800 number is a PayPal number. It’s manned during office hours and for some time on Saturday as well. People can call that number and that goes through to PayPal’s customer support. That’s the best place for people to raise an issue because they can deal with a customer issue directly whereas the local offices are admin and marketing offices and not equipped to deal with customer support enquiries. There is also email support and on eBay there is also live help where people can have a live Internet chat with a customer support representative in real time. A large number of power sellers on eBay all have telephone support. iTWire: If you force people to use PayPal rather than direct credit card purchases from larger merchants or an alternative payments clearing method you’re automatically forcing them to use your subsidiary system which incurs extra fees that you recover from the purchase. Without having to raise your (eBay) fees you would still be getting extra fees for (PayPal) purchases. Isn’t that simply double dipping? eBay: I think there’s two things. First, PayPal is investing significantly through the uplift in buyer protection and the seller protection program which only came in the last couple of months. It’s really unclear how much that investment is going to cost until the claims start coming through. The investment is there to build confidence and we believe that if confidence is built there will be more sales for sellers, which does better for the seller and subsequently eBay. The second point people need to understand is that when you’re paying your listing fee on eBay and your final value fee, you’re paying to have your item listed on a site that has over 200 million plus members globally, a marketplace that just can’t be compared to anything in the offline or online space for the volume of buyers that it could bring to you for a relatively low cost. With PayPal you’re paying for a totally separate service to have that transaction processed and there are fees associated with doing that. |
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