As stated in our earlier discussion, we plan to revise our internal policies and the way we manage the site. We’re starting from ticket handling and general customer support, but we plan many other changes that we will inform you about. We will use this topic to keep you updated on every change, but we will close comments until we’ve completed the changes. We will try to justify each change we make, also.
Changes for today!
We’ve updated nearly all of our canned responses.
Major changes in our response time declarations. We’ve switched from 4-10 hours to 4-24 hours. All audits are now at an estimated 12-48 hours wait time. Why did we do this? Because new members quite often use those declared times to act irrationally. For example, we had some members file payment disputes after 4 hours of sending the payment, all because “it said so in your reply” and “I thought I was being scammed.” We still plan to manage things the way we managed for years and keep the response times to a minimum. But starting from today, the rules have changed. We’re a lot busier than we were, we will appreciate the patience if we’re away. Also, many canned responses have different ways of doing things, please don’t turn a blind eye and read them, especially regular members who most likely work on auto-pilot.
We’re distancing ourselves from micromanaging services.
The harsh reality is that it should be the seller’s responsibility to keep his buyer happy, not us. We will step in and help if needed, or if the terms weren’t met, but we will now no longer chase sellers around for an answer. Buyers can fight back by leaving honest feedback via our feedback system against sellers who leave them hanging. Abandoned tickets will still be subject to suspensions though, after the deadline expires.
We won’t give constant updates on pending payments.
We used to give daily updates whether the payment made it or not, but this action was always a little pointless. We get instant mobile notifications about every incoming payment, we never missed one, and don’t plan on missing any in the future. If we’re asked, we will give an update. But don’t be surprised if we’re MIA for days (because that’s how long bank wires take sometimes). We will still monitor things on the back end.
We will start to discourage users from using the @administrator tag.
People use it too much, in the most frivolous cases too. We don’t plan to eliminate it, but we want to place a stronger emphasis on leaving the assigned admin to his ticket, so he can manage it as much as he can (rip people who @MeG assigned).
That’s about it for today. More updates tomorrow.