PayPal sees 40m fewer customer service issues after addressing the issues it has “become known for”
PayPal president Davis Marcus has spent the last year addressing the issues the eBay unit has “become known for.”
Marcus, who only joined PayPal in March 2012, has experienced 40 million fewer customer issues this year compared to last.
He said in a blog post: “We watched and listened to the feedback we were getting and responded when we could. We asked our friends, cousins and babysitters, suppliers and even strangers what we could do to make PayPal great.”
One of the major thorns in PayPal’s side was the complaints that it penalised legitimate sellers in charge-back disputes with dishonest buyers.
On this, Marcus said: “We’ve tweaked our models to catch more bad guys and way fewer good guys. Hundreds of thousands of customers who may have experienced holds last year based on our policies are no longer impacted and we’re seeing some recognition of that work - with a notable increase in our Net Promoter Score, an industry measurement of brand loyalty.”
This is costing the company $2.5m a year as it absorbs the cost of giving sellers the “the benefit of doubt” and reimbursing buyers.