Posts tagged: ebay

Nhu cầu mua hàng Thương Mại Điện Tử

By , December 16, 2015 8:39 am

Nhân dịp beyeu.com (backed by IDGVV & webtretho) để lại lời nhắn gây nhiều tranh cãi, tôi cũng bon chen tí.

Đối với Thương Mại Điện Tử và Thanh Toán Trực Tuyến thì tôi có 2 vai chính: (1) người mua hàng, (2) người làm đầu tư.
Ngoài ra thì còn (3) dốt công nghệ mà bị yêu công nghệ không bao giờ dứt được.
(2) + (3) => (4) đã từng làm một evangelist không mệt mỏi cho TMĐT & TTTT.

Giờ nói về vai trò (1) người mua hàng trước nhé.

Lúc một bạn đến gặp tôi làm khảo sát cho Visa, tôi có trả lời “khoảng 85% chi tiêu của tôi là qua TMĐT”, họ không tin.

Nhu cầu của MỘT người mua hàng:

1. Nguồn hàng

  • Đây là lý do chính nhất.
  • Đây là lý do tôi quyết định chọn mua ở dịch vụ nào.
  • Đây là lý do tôi mua rất nhiều từ eBay cho dù rủi ro hàng fake cực lớn.
  • Có 2 yếu tố: (1) độ hiếm – độc – lạ của hàng. eBay có rủi ro hàng fake nhưng cái đuôi của nó rất dài (tuy có những lúc tôi săn hàng hiếm đến eBay không có). (2) purchaser của dịch vụ phải biết các mua hàng.
  • Khi có nguồn hàng tốt thì tôi chấp nhận các rủi ro để mua hàng luôn: rủi ro hàng fake, rủi ro dịch vụ chăm sóc khách hàng không tốt. Gặp sự cố mà không xử lý được thì bye.
  • Chuyện evangelizing: khi cố thuyết phục đồng nghiệp mua hàng TMĐT, có một chị browse qua category sữa xong bĩu môi “chị ra Nguyễn Thông mua còn rẻ hơn”. Khi mà TMĐT chưa đủ quy mô (scale) hoặc chưa đủ vốn (như Rocket Internet) hoặc chưa có hậu thuẫn của tập đoàn (như Vin e-Com) để deal giá với nhà cung cấp thì bán hàng mà khách mua được qua kênh truyền thống không hiệu quả.
  • Tôi mua thường xuyên của: Adayroi, Tiki, Vinabook. Tính giá trị trung bình đơn hàng thì Lazada xếp nhất, mua đồ điện tử.

2. Chất lượng chăm sóc khách hàng

  • Đối với hầu hết người mua mainstream, khuyến mãi và/hoặc giá làm họ đặt đơn hàng đầu tiên. Chất lượng chăm sóc khách hàng làm họ quay lại mua các lần kế. Khi mua quen họ bỏ thói quen so sánh giá. Lãi đến từ khách hàng quay lại mua hàng; lần mua đầu tiên thì phải tốn nhiều chi phí.
  • Tôi đã từng cãi nhau bảo vệ các dịch vụ TMĐT rất mạnh mẽ cho đến khi bị NhomMua phũ không thèm xử lý sự cố với nhà cung cấp. Lúc đó NhomMua vừa công bố nhận đầu tư 60 triệu và vẫn cơm lành canh ngọt; thấy bị phũ là biết họ đang chạy doanh số và không đầu tư đủ vào chăm sóc khách hàng.
  • Các dịch vụ CSKH tốt đã dùng: 6ix, Adayroi, Chon, Hotdeal, Solo (VCCorp), Tiki, Vinabook, Vietnammm.

3. Thanh toán trực tuyến

  • Lý do cá nhân: Riêng tôi thì quyết định mua là tin tưởng rồi và không đề phòng nữa, thanh toán trước cho gọn. Thêm nữa là công việc của tôi không ở yên một chỗ nên thanh toán trước để người khác nhận giùm thôi khỏi COD. Lý do này không đại diện cho phần lớn khách hàng.
  • Như đã nói nhiều lần, chi phí COD giờ thấp hơn chi phí TTTT. Điểm tốt: logistics phát triển. Điểm không có lợi cho riêng tôi: TTTT (cụ thể là nhóm ngân hàng và dịch vụ liên quan ngân hàng như Banknetvn+Smartlink) tiếp tục không thèm quan tâm người bán và người mua nhỏ lẻ.
  • NganLuong làm được rất nhiều thứ nhưng quá ít người bán cắm, rất buồn.
  • Đây là một yếu tố rất yếu, nhưng nó quan trọng đối với một vài cá nhân.
  • Niềm vui là một vài ví dụ thành công: Sohapay (chạy trên nền OnePay) đã có volume tốt, Adayroi và nhiều bạn khác bảo có nhiều thanh toán qua thẻ tín dụng, Tiki kiên trì với OnePay và đẩy mạnh thanh toán thẻ tín dụng.
  • Có một mảng nữa là các cửa hàng buôn bán nhỏ lẻ bằng Facebook page và Instagram. Mua hàng phải chuyển khoản 50 – 100% giá trị món hàng, phí chuyển khoản liên ngân hàng người mua chịu. Rủi ro người mua chịu vì không có Escrow. Thị trường này có ai quan tâm không?

4. Giá

Giá nằm khá sâu ở dưới.

Sau ví dụ sữa Nguyên Thông ở trên thì xin phép cho thêm một ví dụ.

Tôi mua cái áo polo Lacoste giá $35 ở Saks Fifth Avenue, free shipping về kho của freight forwarder ở Mỹ, tiền vận chuyển California đến nhà tôi khoảng $7-8/kg. Lột hết bao bì ra, một kg được bao nhiêu cái áo.

Khi bán hàng chính ngạch thì phải chịu: thuế tiêu thụ đặc biệt 20% + VAT 10% + phí hải quan. Sau đấy là phí kho bãi, kiểm kê hàng hoà, vận hành…

Ví dụ khác: hàng xách tay Quảng Châu, hàng Thái, mỹ phẩm Hàn.

Đưa ví dụ để nói là trước mắt các bạn bán hàng chính ngạch rất khó đấu nhau bằng giá với các hàng xách tay. Thêm yếu tố chưa đủ scale để deal với nhà cung cấp ở phía trên vừa nói. Ngoài ra còn mấy bạn bán hàng từ CCchùa nữa.

Nên đối với riêng tôi thì nguồn hàng ngon trước rồi mới tính tới giá.

Kết lại

Như sếp Nguyen Tri Dat hay rủa “tao không bán hàng cho thằng Tài đâu”, nhu cầu của tôi không hề đại diện cho phần lớn khách hàng. Mà lâu lâu cứ se sẽ đề đạt nguyện vọng, mong có ai đó thèm quan tâm vậy.

Từ đây đến cuối năm còn đặt ít nhất 4 đơn hàng với Adayroi. Bạn bè rủa “mày có nhận tiền PR cho Vingroup không đấy?” Khổ thân, làm như dễ ăn tiền của xã hội lắm vậy. Trong nhiều thứ không mua được thì có thứ mua được nên khoe vậy thôi.

My chargeback experience with Techcombank, Visa and PayPal

By , September 24, 2013 10:59 am

So this is my case. I’m pasting my experience here just to share what I went through. Hope it might be useful as a reference should anyone want to find information on this process (I couldn’t). Not that this is definitive though because your experience might be different with different banks, different terms with PayPal in a different countries, and most of all you may read this after PayPal has changed or tightened their process (they do quite frequently).

I bought an item from a random seller through Facebook. I paid using Gift option on PayPal.

Because I was using my Techcombank Visa card, it was considered “international” to the US and the fee was 4%.

The seller sent my item without tracking to the wrong shipping address.

I waited for like 3 months then contacted PayPal regarding a refund using their online form, knowing that my chance was slim.

This was their response.

Date: Sat, 31 Aug 2013 03:24:52 +0000
From: complaint-response@intl.paypal.com
To:
Subject: RE: Disputes (ID: XXXX-XXXX-XXXXXX-XXXX-XXXXXXX) (XXX)
Hello Tai Tran,

Thank you for contacting PayPal Customer Support. My name is Piyachart and I am happy to assist you with your query regarding your transaction XXXXXXXXXXXXXXXXX.

Upon reviewing, I acknowledge that the transaction above was sent as a personal payment which is unable to file a dispute due to the payment category is for a personal purpose. I do understand that you mentioned that the seller informed you to send money as a gift; however, you may contact with your bank for further assistance or contact directly with the seller and ask for a refund.

You may find more information regarding this payment on our User Agreement section on our website.

Hope the above information clarifies.

Thank you for using PayPal! We welcome your feedback. We hope you are highly satisfied with our service and that you recommend using PayPal to your friends and family.
Sincerely,
Piyachart
PayPal Resolution Services
PayPal, an eBay Company

Copyright© 1999-2013 PayPal Inc. All rights reserved.

Consumer advisory: PayPal Pte Ltd, the Holder of the PayPal™ payment service stored value facility, does not require the approval of the Monetary Authority of Singapore. Consumers (users) are advised to read the terms and conditions carefully.

I then filed a chargeback request to Techcombank using the email Call_Center@techcombank.com.vn
(the email thetindung@techcombank.com.vn may also work).

Techcombank called and emailed me to ask for details of the transaction then filed a chargeback (probably to Visa) on my behalf.

A few days later I received PayPal’s notification of the chargeback

> Date: Fri, 20 Sep 2013 03:17:06 -0700
> From: service@intl.paypal.com
> To:
> Subject: PayPal notified of chargeback filed by you: Case ID #PP-XXX-XXX-XXX-XXX – XXXXXX
>
> Hello Tai Tran,
>
> We recently received notice from your credit card company that you filed a
> chargeback stating that you did not receive merchandise you paid for.
>
> Please review the details of the disputed transaction below and the steps
> for what to do next.
>
>
> ———————————–
> Transaction Details
> ———————————–
>
> Recipient’s name: M.
> Recipient’s email: @gmail.com
> Seller’s Transaction ID: XXXXXXXXXXXXXXXXX
>
>
> Transaction date: May 27, 2013
> Transaction amount: -$85.00 USD
> Case #: PP-XXX-XXX-XXX-XXX
>
> Your transaction ID: XXXXXXXXXXXXXXXXX
>
>
> ———————————–
> What To Do Next
> ———————————–
>
> If you received the merchandise after filing the chargeback or mistakenly
> initiated this chargeback, please follow the steps below to cancel it: 1.
> Log into your PayPal account and go to the Resolution Center.
> 2. On the Transaction Disputes page, select Open Disputes from the
> drop-down menu and locate your transaction.
> 3. Click the Cancel button under the Action column for your transaction.
> 4. On the Chargeback Details page, click the Cancel Chargeback button.
> 5. Complete the steps to confirm that you are canceling this chargeback.
>
> If you wish to continue with this chargeback, no further actions are
> required by you at this time.
> ———————————–
> Due Dates
> ———————————–
>
> None
>
>
> ———————————–
> Other Details
> ———————————–
>
> We encourage buyers to initiate communication with sellers if they have a
> problem with a transaction. Through open communication, many disputes can
> be resolved amicably. In cases where communication does not resolve a
> problem, you may file a claim through the Buyer Complaint process.
>
> Once you file a claim, PayPal will investigate the case and attempt to come
> to a fair resolution. If our investigation determines that you are owed
> money by the seller, we will make every effort to recover funds for you.
> However, please note that under the terms of the Buyer Complaint Policy,
> recovery of funds is not guaranteed. To learn more about the Buyer
> Complaint process, go to the PayPal website and click the Security Center
> link located at the bottom of every page.
>
> There are no other details for this transaction at this time.
>
>
> We appreciate your business, and thank you for your patience and
> cooperation in helping us with this matter.
>
> Thanks,
>
> PayPal
> Chargeback Department
>
> Please do not reply to this email. This mailbox is not monitored and you
> will not receive a response. For assistance, log in to your PayPal account
> and click the Help link in the top right corner of any PayPal page.
>
> CB:PP-XXX-XXX-XXX-XXX:USD85.00:9/20/2013:XXXXXXXXXXXXXXXXX
>
>
> —————————————————————-
> Copyright © 1999-2013 PayPal. All rights reserved.
>
> Consumer advisory- PayPal Pte. Ltd., the holder of PayPal’s stored value
> facility, does not require the approval of the Monetary Authority of
> Singapore.
> Users are advised to read the terms and conditions carefully.
>
> PPID XXXXX

Then, the seller messaged me that he visited his local post office to find that his package had been sitting there for 3 months because it was sent back from the wrong address. The seller offered to send the item again. This was good.

I followed PayPal’s instruction to Cancel the Chargeback.

> Date: Fri, 20 Sep 2013 10:39:28 -0700
> From: service@intl.paypal.com
> To:
> Subject: Chargeback Inquiry Case # PP-XXX-XXX-XXX-XXX – XXXXXX
>
> Hello Tai Tran,
>
> We received your request to cancel a chargeback filed against this
> transaction and we’re contacting your credit card company about the
> cancellation. We also recommend you notify your credit card company about
> the cancellation to help move the process along.
>
> Transaction and case details:
>
> Seller’s Name: > Transaction Amount: > Transaction Date: May 27, 2013
> Case Number: PP-XXX-XXX-XXX-XXX
>
>
> For more information on this case, click the link below.
>
> https://www.paypal.com/vn/cgi-bin/?cmd=_chargeback-view-details&cid=PP-XXX-XXX-XXX-XXX
>
> Please fax us your chargeback cancellation affidavit. To find the affidavit
> form and fax cover sheet, log into your PayPal account, go to the
> Resolution Center, and click on the ‘Details’ link next to the chargeback
> you want to cancel. Our fax number is at the bottom of this email. Thanks!
>
> Thanks,
>
> PayPal
> Email: chargeback-response@paypal.com
> Fax: +1-402-537-5731
>
> Please do not reply to this email. This mailbox is not monitored and you
> will not receive a response. For assistance, log in to your PayPal account
> and click the Help link in the top right corner of any PayPal page.

The issue was I couldn’t find any link for the affidavit. I used their Help link.

then “Contact Us” then “Email us”

and received this error, in spite of the correct Transaction ID.

So I had to play around with other options to send an email to PayPal successfully.

PayPal’s follow up:

Date: Tue, 24 Sep 2013 01:12:19 +0000
From: webform@apac.paypal.com
To:
Subject: Re: Disputes (ID: XXXX-XXXX-XXXXXX-XXXX-XXXXXXX) (XXX)
Dear Tai Tran,

Thank you for contacting PayPal.
Thank you for your quick response. We have seen that you have authorized a chargeback cancellation on 09/20/2013. As of right now you do not have to have an affidavit. Thank you again. Please inform your credit card company that you are canceling this chargeback.
Sincerely,
Lian
PayPal, an eBay Company

Copyright© 1999-2013 PayPal Inc. All rights reserved.

Consumer advisory: PayPal Pte Ltd, the Holder of the PayPal™ payment service stored value facility, does not require the approval of the Monetary Authority of Singapore. Consumers (users) are advised to read the terms and conditions carefully.

After notifying Techcombank about the chargeback cancellation, I believe that’s it for this transaction.

Key takeaways:

  • PayPal is conflicting itself in its process and instruction. Do I need to fax a written and signed affidavit after all?
  • PayPal is making it complicated to contact them regarding issues. At least, PayPal’s email service is still better than eBay, which totally replaced email and chat support with automated help. (not that eBay chat or email was any effective because my technical problem with creating an eBay account five years ago was received with total apathy and suppressed by the customer support agent.)

**

In a subsequent transaction, I made sure I used “Goods” option to be protected. The item was sold for $140. I added 4% fee and sent $145.6, the seller in Sweden received $138. So the fee was ultimately $7.6, or 5.22%. I’m lost with PayPal fee here.

I understand that eBay and PayPal can improve their bottom line by cutting customer service cost, but as a customer (mostly buyer) I feel I’m lost when I need help on details.

What happened to AOL?

By , August 18, 2012 8:01 pm

Vietnam e-Commerce & e-Payment 2012 Outlook. Thương mại điện tử & thanh toán trực tuyến Việt 2012

By , January 22, 2012 6:09 am

Below is the Vietnamese version of my presentation at Open Consultant offline December 2011 on Vietnam e-Commerce Outlook in 2012.

Click here to read my English version. Please note that the English version is more updated.


Have we been sleeping with the enemy COD for so long?

By , December 14, 2011 4:34 am

GOOD is the enemy of GREAT.

Jim Collins

cash on delivery 1. I hate COD (cash on delivery). My job requires me to travel frequently I’m not in my office for COD. Asking my colleague in the office to collect the items for me is very inconvenient because of the high frequency my purchases.

2. I’m flabbergasted and frustrated that when I expressed my personal desire that e-Commerce sites should support e-Payment to make my life easier, what I received was resistance from many e-Commerce service providers!

A common response was "you’re not in 90% of our customers".

I’m showing why this is a bad response.

3. BaoKim.vn is 100% free for merchants, and it shouldn’t be too difficult and time-consuming to integrate. I can use BaoKim. Instead of resisting (and showing the superiority of strategy to customers), why wouldn’t they just try integrating the service?

4. e-Payment is what (I believe) we aim to. However, since Vietnamese users have not developed the habit of online payment, e-Commerce service providers have learned to adapt with COD. COD, as we know it, is costly, inefficient, and risky (fraud orders) to merchants & service providers.

Do we want COD permanent here? I think no.

Have we learned to live (and suffer) with COD for so long that we take COD for granted, tend to guard COD as if it is the ultimate standard and resist e-Payment? Many e-Commerce practitioners give me the impression Yes.

We may agree that COD is good, at least for now. GOOD is the enemy of BETTER.

5. This is a minor point. Being an e-Commerce advocate, I understand how resistant Vietnamese buyers are, and I empathize with e-Commerce service providers. Please, my e-Commerce friends, don’t resist to even me.

6. Fortunately, I can prepay using e-Payment from my favorite e-Commerce service providers: eBay.vn / ChoDienTu.vn (NganLuong), tiki.vn (BaoKim / OnePay), WebSieuThi.vn (NganLuong), MuaChung.vn (Soha Pay aka MuaChungPay).

7. I am comfortable with OnePay, Soha Pay (running on top of OnePay), NganLuong, BaoKim. Sadly, Payoo, vnMart, vCash don’t directly support my bank.

8. I specifically wish the following merchants would support one of the 4 e-Payment services I’m comfortable with: NhomMua, Hotdeal, Vinabooks, CungMua. Disclosure: I’ve been buying over 3 million worth of vouchers from NhomMua in 2011.

cash on delivery cod

Trends to watch in Vietnam in 2012

By , November 27, 2011 2:13 am
  1. Web games
  2. Mobile apps
  3. Consolidation of groupbuy market
  4. Flash sale
  5. Technology-backed offline payment e.g. payment devices
  6. Digital content payment
  7. Cross-border transaction

Addendum

Nicky Fei has a two additions

Social apps

The shift to HTML 5 following the Adobe gave up Flash

e-Payment in Vietnam: who are with whom

By , October 30, 2011 3:23 pm

Disclaimer: all information are sourced from public information.

Category Product Company Strategic Partner Financial Partner
e-Wallet NganLuong PeaceSoft PayPal

IDGVV

Softbank

MobiVi’ Viet Phu Experian  
BaoKim Vietnam Price (VatGia)  

IDGVV

CyberAgent

Payoo VietUnion NTT Data Saigon Invest
Soha Pay (MuaChung Pay) VCCorp   IDGVV
vCash VinaPay

MK

Net-1

IDGVV
WMV WebMoney Vietnam WebMoney Russia Viet A Bank
Mobile Payment MoMo VinaPhone    
Bank switchboard Smartlink Smartlink A syndicate of banks, led by Vietcombank
VNBC VNBC A syndicate of banks, led by Dong A Bank
Banknetvn Banknetvn State Bank of Vietnam
Payment gateway OnePay   Mastercard Vietcombank
Kiosk banking Paylink     Kosto Group
MK      
FPT Pay   FPT Online  

eBay.vn offers cross-border shipping service

By , September 22, 2011 6:07 am

I face a few issues ordering items from international online shopping sites:

  • Many sellers on Amazon and other online shopping sites (e.g. underarmour.com) do not ship goods to my location
  • Many sellers require hard-copy credit card scan sent to them
  • Customs and import tax handling
  • International supports are often ambiguous, time-consuming, and sometimes costly
  • PayPal has issues processing my local bank accounts

eBay.vn (a JV by eBay and PeaceSoft) now offers international transaction service, a solution to my issues.

How it works:

  1. You find what you need online. Condition: the site allows payment via credit card and/or PayPal
  2. Click here to place order via eBay.vn
  3. eBay.vn will order the goods and delivers to your door
  4. Fee: as for my item, a fee of $15 applied. Import tax & VAT are applied on top depending on the item

I placed an order with them and paid using NganLuong.vn (PeaceSoft’s payment solution, similar to PayPal). Customer service was responsive and nice.

There’s a promotion running, eBay.vn gives VND200,000 coupons to first-time users. Click here to grab it.

There are other similar (and smaller) services, but I put my trust on a company invested by eBay.

You wanna give it a try.

Webnerations: From Web Service to Web Platform, and how their Business Models evolve

By , November 8, 2007 7:45 pm

We thought Web Service was good. It certainly is!

Web Service has brought the economy to the web. There is no need to repeat what Amazon, eBay, Yahoo! and Google all have done.

Windows Live Centralized Point

Web 2.0 and a different approach

But another approach is rising fast. Web service providers now make their product a Web Platform.

They build up a very good core based on solid philosophy. Then they provide API for developers to build applications on.

Browser

With their defeat by Microsoft Internet Explorer 5.5, Mozilla temporarily withdrew and launch their next hit: Firefox.

As in September 2007, market share of Firefox reaches 35.4%, according to W3C.

One important reason why Firefox has become this popular is due to its extensions gallery. A huge collection of well-done small web services are offered for free by developers worldwide.

Many of Firefox extensions are done to support other web services such as Google Search, Blogging, del.icio.us, StumbleUpon, digg, Amazon, eBay.

Gradually, the browser becomes one of the largest centralized points of the web.

Social Networking

Talking about Social Networking today, we have to praise Facebook immediately.

Facebook is also doing very well to provide their API so that applications can be developed on a very good and mature skeleton.

Most successful Facebook applications support networking purpose such as free gifts, messages, testimonials, collaborative games.

The goal of a social networking site is to become the home of as many activities of users as possible.

Content Management Systems

WordPress, Joomla, phpBB have been building communities around them.

Themes allow personalization.

Plugins allow customization.

Most of all, the platform allow monetization.

Conclusion: Web Platforms

Looking at these obvious examples, we see that Firefox, Facebook, WordPress et al offer a very solid and useful core and highly flexible and open API on which applications, extensions, addons, plugins, themes can grow and develop.

They have become Web Platforms to Web Services.

These Web Services in turn make the Platforms new and ever-changing.

Future: Information Depot

In near future, or maybe now already, we’ll see these central points become Information Depot in Semantic Web.

When a web seller wants to approach specific market segment, it should know what and how the potential customers are like. How? From Information Nodes such as e-Commerce sites and Social Networking sites. It would go to Amazon to get information on the customers’ buying preferences, and go to Facebook to get information on the customers’ networks and personal interests.

Can you imagine what happens next? These Information Depots will be able to manipulate the information in whichever way they prefer, not limited to making the information available, for prices.

Conclusion

We’re moving from separated glamorous isles to metropolitans on the web.

You will be able to do many things on a single website. Enjoy the sweetness it brings, while not lowing your guard on diabetes.

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