Problem Statement: eBay customers are experiencing some significant issues that have been logged in the last few days.
A Problem Statement is a concise description of the problem that needs to be solved.
eBay:
- eBay Inc. is an American multinational e-commerce company based in San Jose, California, that facilitates consumer-to-consumer and business-to-consumer sales through its website.
- eBay was founded by Pierre Omidyar in 1995 and became a notable success story of the dot-com bubble.
- eBay is a multibillion-dollar business with operations in about 32 countries, as of 2019.
The background of the problem:
As per the analysis, the following are the recurring issues in the eBay;
-Search issues.
-Delivery status issues.
-eBay International Shipping (EIS) issues.
-Items incorrectly showing as out of stock.
Search Issues:
- While we search in the search bar for searching products, certain keywords won’t match the searched products.
- It displays the unrelated products that were not entered in the search bar.
- As, an instance we can see here, I have searched for the keyword “ Toys” But the results include a mobile phone as well.
- This makes the customers irksome.
Delivery status issues:
- Also, there is a delay in its status update regarding the shipment and transit related issues certain times.
- Sometimes there is an issue with returning of the product and its refund related issues.
eBay International Shipping (EIS) issues:
- Sellers decide which countries they will ship to and which countries they will not ship to.
- If you do not see a shipping charge on the listing, the seller does not ship to you.
- To verify, click on the SHIPPING & PAYMENTS tab.
- This is a major drawback, as they don’t sell products to certain countries.
Items incorrectly showing as out of stock:
- Also, while searching for certain products, the item will show as
“Out of stock”, But actually the product will be available on the website. - This annoys the customers, as in when they desire to buy a product from their site, they incorrectly display the message as out of stock.
Solution:
- To help avoid the situation in the future, enable the out-of-stock option and cancel the listings in My eBay Site Preferences and make sure that your item quantities reflect actual inventory available.
- Contact the buyer right away to let them know there may be shipping delays and provide frequent updates if possible.
- If a buyer asks to return an item because it has arrived damaged or it isn’t as described in the listing, work to resolve the issue right away. You can:
- Accept the request and have the buyer return the item for a refund.
- Give an immediate refund.
- Offer to ship a replacement item if available.
- If parts or accessories are missing, offer to ship them immediately, offer a discount, or send a postage-paid box for return shipping.
- If the wrong item was sent to the buyer, send a replacement item immediately, and include a postage-paid box for return shipping.
- Hope, this helps the Problem to get resolved with better solutions.
