Foo2rama Game Operations

Lessons to be learned from other E-Commerce companies

by admin on Mar.18, 2010, under E-Commerce, Game Support

Often times we can analyze other companies or industries to  improve the way we operate our titles.  In this case eBay has had 2 high profile issues in as many months with car dealers.  Both of these cases involved the apparent failure of setting a reserve or minimum bid on the cars.  You can read about the current one Here.

These are always interesting, as the seller does create a legally binding listing.  Good faith and intent enter into the picture.  Although with the potential for an eBay system issue the problem gets murkier.  This time it appears that the eBay rep admitted that this can sometimes happen…

This seems fishy if eBay had a known problem with this then you would think that any transaction over 5k would be accompanied by a clarification email that reiterated the change made giving a paper trail and a chance to fix the issue if it was not correct.  This would serve to back up ebay’s position as no error on their part because they sent a confirmation email, this also serves to protect the seller from miss-keys and eBay error.

If eBay does have a system issue they appear to be liable at least from a good faith position, so they do not chase other customers away or end up with a flood similar issues.  So what can be learned from this as it applies to our industry?  How many repeat issues is your support or billing department handling that can be avoided by altering a process or sending some sort of confirmation email?  As support costs are at a minimum $1.00 a issue just for manpower how much money can be saved per month and per year for removing these issues from your support/billing queue?

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