Read and compare paraphrase 1 and 2. Work with your group. Discuss the following: What is the difference between paraphrasing a scenario and paraphrasing what the member wants done?

Why is it important to identify what the member wants done? How will this affect the body of your mail, especially when providing facts or information, resolution, or suggestions?

Work again with your group. Identify which paraphrase is worded according to the scenario and according to what the member wants done.

Complete the following to form empathy and accountability statements:

1. You seem 2. It must have been

3. I understand why 4. I realize

5. I will definitely

6. Rest assured 7. It can be 8. Thank you for

9. I have already

10. We take this concern seriously so

Write 5 common reasons why our members become upset and 5 accompanying emotions. Write your own personalized empathy / accountability statement below.

Sample 1: alarmed (emotion) trading partners actions (source of emotion)

You seem alarmed because of your trading partners actions.

Sample 2: confused (emotion) submitting documents (source of emotion)

Tim, I understand that submitting documents can sometimes be confusing, so I listed below all the necessary files you need to prioritize.Name the emotionSource of the emotionSample Empathy / Accountability

Paraphrase the members concerns. Write an empathy statement if applicable. Afterwards list down the items you are going to discuss based on your paraphrase.1. I recently had to refund a buyer but Im just wondering if Ill still receive my seller fees

Paraphrase:____________________________________________________________________________________________

Things to discuss:

____________________________________________

____________________________________________

____________________________________________

2. You keep sending me email to pay an invoice for something that I didnt sell. I need my final value fee back for the iPhone. I dont see why I should pay for something that I didnt sell.

Paraphrase:____________________________________________________________________________________________Things to discuss:

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________3. Been meaning to report this to eBay for weeks. The razors I got from him are not Gillette. Although they look like they are, the actual blades are very poor resulting in a very uncomfortable and unpleasant shave. I still have most of them to verify this and have attempted to contact Paypal via your link but an error occurred. Im lost. What do you recommend?Paraphrase:__________________________________________________________________________________Things to discuss:

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

Personalize the mail by revising the paraphrase and changing the content according to your paraphrase. Make sure to write an appropriate empathy/accountability statement if applicable.

Take down notes as your trainer discusses the following about positively scripting your mails.

Work with your group. Think and discuss.( Why is it important for us to be positive when writing mails? ( Does being positive mean giving false expectations to the member?

( Why is it important to always focus on what can be done?

Work with a parnter. Discuss the difference between the two mails. You may write your comments on the left side. COMMENTS

COMMENTS

Revise the following mail. Use positive scripting.

Compare your answers with a partner. Evaluate each others work using the following parameters:( The paraphrase was worded according to what the member wanted done

( The body of the mail directly and clearly addressed what the member wanted done

( The mail was positively scripted

Work with a partner. Write a personalized mail according to the above parameters.

Evaluate yourself. How well can you do the following? Encircle your answers. CAN YOU:

1. Can you paraphrase what the member wants done? yesa little not yet

Give an example:

2. Write personalized empathy & accountability statements yesa little not yet

Give an example:

3. Positively script responses yesa little not yet

Give an example statement:

3. Revise mails for personalisation yesa little not yet

Give an example statement:

Reading & Personalization

UNIT GOALS

At the end of this unit, you will:

Paraphrase what the member wants done

Personalise empathy and accountability statements

Positively script responses

Proofread mails to personalize the content

Explain policy in a non-bureaucratic manner

Dont start with According to eBay policy

Explain policy in a conversational way like saying Here in eBay or Let me explain how things work here.

Say No cooperatively

Dont say No right away if there are options.

Say No as form of education.

Use less absolute statements like Im afraid or I dont think that would be possible

Focus on what can be done

Spend more time explaining what can be done.

Present the last option as the best option.

Educate the member.

Avoid Trigger Words

Avoid loaded words or hot words

Avoid absolute statements

e.g. Everything is system generated.

Do not use you followed by a trigger word.

e.g. You did not pay.

Hello Paula,

Thank you for contacting eBay Customer Support about the sleeper (item 220965609841) you bought from "1stinrailltd" that you recently won. I understand your concern regarding your payment.

I have reviewed your account (and as you have already stated) and I can see that the payment you made to HYPERLINK "mailto:alanmaye@1stinrail.co.uk" alanmaye@1stinrail.co.uk which was previously unclaimed.

Payments can be unclaimed for a number of reasons; the most likely reason for this case is that the email address the payment was sent to doesnt have a corresponding active PayPal account. The most common cause of this is a seller entering the incorrect payment details when completing the Sell Your Item form.

To resolve this issue you can do a number of things:

Contact the seller and advise them to register their email address with PayPal to allow them to claim the payment. Leave feedback for your seller. Cancel this transaction and find a similar item on eBay.

Contacting the Seller:You may contact a seller in a number of ways. The most up to date information on how to do this can be found here:

HYPERLINK "http://pages.ebay.co.uk/help/buy/contact.html" http://pages.ebay.co.uk/help/buy/contact.html

Leaving Feedback:eBays feedback system allows buyers and sellers to leave comments which are visible for other members. This is an opportunity for members to leave a brief description of how they saw the transaction and to leave star ratings (detailed seller ratings) for sellers in the below categories.

Item description Communication Delivery time Postage & packing charges

All and any feedback is taken into consideration during reviews on seller accounts. A large number or a spike in either negative feedback or a low scoring DSR can result in action being taken against sellers who we feel are under performing.

Cancelling a Transaction:If you have decided that you no longer want to complete this transaction ensure to contact the seller to advise them of this. They will then be able to submit a cancel transaction request for this item. More information on the cancel transaction process can be found here:

HYPERLINK "http://pages.ebay.co.uk/help/buy/questions/retract-bid.html" \l "cancel" http://pages.ebay.co.uk/help/buy/questions/retract-bid.html#cancel

Please note that I have also contacted your seller in this case to explain the situation to them.

If you need any further assistance on this or any other matter please do not hesitate to contact us again by either responding to this mail or by going through the Customer Support option on your eBay account.

I trust this is helpful and wish you all the best on eBay in the future.

Regards,eBay Customer Support

I did not receive this item. As it had to come from Canada to UK I thought it might take a while. I waited three weeks and 'asked an automated question' which said items from abroad may take some time. I waited. Then I contacted the seller several times with no response to any of my messages and emails. I am now informed through your 'Contact ebay' /'item not received' that my dead line has passed by and I cannot claim. This is outrageous. I have paid for an item (15.01.12) which I have NOT RECEIVED, with NO RESPONSE from the seller and now understand that nothing can be done and I will not get my money back. I think the seller should be exposed for not complying with the rules. I would be grateful and look forward to your help and support in this matter.

Deborah

After Editing

Hello Luke,

Thank you for getting in touch with eBay Customer Support about the counterfeit wristwatch (item 221018364576) that you purchased from "04lewisd". I understand that you would like to reopen the case to get the full refund.

Once a case is closed in the Resolution Centre, we usually can't reopen it; however, as a valued eBay member, we would like you to get help when you need it, and for this reason we will be refunding you as a onetime courtesy.

In order for you to receive this refund, you will need to make sure that your email address has been confirmed on your PayPal account. If you have already completed this step through PayPal, you do not need to do anything. However, if you have not yet confirmed your email address, please follow the steps which I have outlined for you below:

1. Log in to your PayPal account with your email address and password 2. Click on the "confirm email address" link in the "Notifications" box 3. Log in to your email account and open the message from PayPal 4. Find and select the link reading "Click here to confirm your additional email address." 5. A new window will appear. Enter your PayPal password and click "Confirm"

If the link doesnt appear in the email, you can confirm your email address from your PayPal account. Heres how:

1. Open the email message from PayPal and either copy or write down the 20 digit confirmation number located in the 2nd half of the message. 2. Log In to your account with PayPal. 3. Click "Confirm email address" in the Notifications list 4. Select the link "Click here if the button does not appear in the email." 5. Enter the 20 digit number and click "Confirm."

For future cases, please do not close the case if you havent received the item or full refund yet (that covers the item cost and original P&P). If the seller agrees to issue a refund, you should receive it within 3 days. If the seller doesn't reply to you or follow through, you may escalate the case to eBay Customer Support, and we will look into the case and make the final decision.

I trust that Ive explained things clearly and wish you all the best on eBay in the future.

Kind regards,eBay Customer Support

Before Editing

Hello Luke,

Thank you for getting in touch with eBay Customer Support about the wristwatch (item 221018364576) you purchased from "04lewisd" which is not as described. I understand your concern that you would like to reopen the case.

Once a case is closed in the Resolution Centre we can't reopen it. You can view the correspondence between yourself and the seller, but you won't be able to add further comments.

But as a valued eBay member, we would like you to get help when you need it and for this reason we will be refunding you as a onetime courtesy.

For future cases, please do not close the case if you didn't receive the item or full refund (that covers the item cost and original P&P). If the seller agrees to issue a refund, you should receive it within 3 days of the seller promising the refund. If the seller doesn't reply to you or follow through, escalate the case eBay Customer Support and will look into the case and make the final decision.

In order for you to receive this refund, you will need to make sure that your email address has been confirmed on your PayPal account. If you have already completed this step through PayPal you do not need to do anything. However, if you have not yet confirmed your email address, please follow the steps which I have outlined for you below:

1. Log in to your PayPal account with your email address and password 2. Click on the "confirm email address" link in the "Notifications" box 3. Log in to your email account and open the message from PayPal 4. Find and select the link reading "Click here to confirm your additional email address." 5. A new window will appear. Enter your PayPal password and click "Confirm"

If the link doesnt appear in the email, you can confirm your email address from your PayPal account. Heres how:

1. Open the email message from PayPal and either copy or write down the 20 digit confirmation number located in the 2nd half of the message. 2. Log In to your account with PayPal. 3. Click "Confirm email address" in the Notifications list 4. Select the link "Click here if the button does not appear in the email." 5. Enter the 20 digit number and click "Confirm."

I trust that Ive explained things clearly and wish you all the best on eBay in the future.

Kind regards, eBay Customer Support

Member Issue

I have received confirmation that the seller cannot complete this transaction and is in agreement to raise a case and have the refund applied.

Paraphrase 1

I understand that your trading partner was not able to issue a refund and youre not able to open a claim.

Paraphrase 2

I understand youd like to open a claim as agreed with your trading partner

Negative Emotions:

( alarmed

( anxious

( concerned

( confused

( constrained

( difficult

( disadvantaged

( disappointed

( dismayed

( dissatisfied

( distressed

( doubtful

( frustrated

( hesitant

( inconvenience

( overwhelmed

( reluctant

( restricted

( troubled

( unhappy

( uncertain

( unwilling

( upset

( worried

I understand that youd like to check the status of your goods and payment which you have settled with your seller.

This is regarding the below appeal. Here is the email sent regarding the refund i have not received yet 3 months later.

Hello Noely, This is regarding your appeal with the case 5012959028. We are currently reviewing your case. As part of investigation. We please to say that we granted your appeal but we need to allow the movement of the refund first to your buyer. I placed a detailed note on your accounts tating that appeal is granted. Please give us 3 days to this process. As a valued eBay customer, we want to make sure you get help when you need it. If you have any questions or need advice, feel free to give us a call 08003586551 to speak to our Customer Support. Our operating hours are below: Hours of service: Monday - Friday 8:00 a.m. - 10:00 p.m. Saturday & Sunday 9:00 a.m. - 6:00 p.m. For faster service please use a PIN verification number. To get your PIN verification number please log in to your eBay account and click on contact us. I trust this information is helpful and I wish you all the best on eBay in the future. Kind Regards, Julie Abbot eBay Customer Support

This is the second email i have sent i dont like not being able to use my eBay account but i refuse to pay my fees until you have sent me the above refund, I expect to hear from you soon.

- Noely

I understand that your seller is stating that you have not paid yet, and youre waiting for the item to be delivered.

I understand that you already paid for this item and your seller is now saying that the item is faulty.

I understand that you want to get your refund instead of a replacement. I realize how upsetting it must be for you to not have been able to resolve this with your seller.

Members Issue: Unable to open claim - deadline passed

I have received confirmation that the seller cannot complete this transaction and is in agreement to raise a case and have the refund applied; however your systems tell me that since the purchase date was the 9th of January 2012 it is past the point of raising any claims. Unfortunately the owner of the business has been involved in an accident and has been in Hospital for the past few weeks and will be there for the foreseeable future. I have only just been able to access the information regarding the orders through eBay so please accept my apologies if you have been trying to contact fitness at home regarding your order and not had a reply.

Members Issue: Unable to open claim - need to pay for item

I won 35 of these, and paid via paypal, now cancelled payment as seller said SORRY I sold them ALL .. what was the point of listing them on ebay, if hes just going to sell them to anyone that turns up... very frustrating as I had to hire a van !

Hello Tom,

Thank you for contacting eBay Customer Support about the vibration plate (item 2808XXXX) you bought from " fitness " which was not received. I'm sorry to hear that the seller won't be able to issue a refund due to hospitalisation and you're not be able to open a claim.

Tom, I understand the frustration and inconvenience that this had brought you since you have tried to work this out with the seller but the item didn't showed up and seller unable to issue a refund. However, we're not be able to file the case on your behalf since it is against our policy.

After reviewing this item, I saw that this item was paid for more than 45 days ago. Under eBay Buyer Protection you need to have completed a purchase of an eligible item on eBay.co.uk and have submitted a claim within 45 days from the date of payment in order to successfully open a case.

Please understand that we are always happy to help but unfortunately, because the item was paid more than 45 days ago, it's too late to open a case in the eBay Resolution Centre or the PayPal Resolution Centre. We have a 45-day deadline as we feel it's a fair amount of time for buyers to identify a problem while allowing for delays in the post and personal circumstances.

No worries. There are things you can still do:

- Contact the seller

If you've sent an email to the seller and advise to file a case, you may want to request the seller's phone number and give them a call so that you can advise them to contact PayPal directly so that they can issue a refund through the help of a PayPal Customer Service Representative.

Here's how to request the seller's phone number:

1. Click 'Advanced at the top of the eBay homepage.2. Click 'Find contact information'.3. Enter the sellers user ID and item number - you'll find it in My eBay.4. Click 'Search'.

We'll then send you an automatic email with the seller's contact details. Please be aware that at the same time, we'll send the seller your contact details. We feel it maintains trust and fairness on eBay if members are aware that another member has asked for their contact information.

We realise that this may not be the answer you were hoping for but should you require any further help, please dont hesitate to contact us by simply replying to this email.

I trust that I've explained things clearly and wish you all the best on eBay in the future.

Kind regards,eBay Customer Support