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9-Year Above Standard\Top Rated Seller Permanently Restricted Due to Automated BBE Filter Glitch. Need Advice/Mentor Help
Summary: embroideriesshop expressed frustration over their 9-year-old shop, "EmbroideriesShop," being indefinitely restricted due to a 12.01% defect rate from a single order cancellation despite having top metrics and a stellar sales history. disneyshopper pointed out areas for improvement, such as tracking uploads and cancellations. jacbarcollectibles indicated that such suspensions are usually considered permanent. embroideriesshop thanked participants for their input and considered a new start, while lady_madonna warned against creating a new account. embroideriesshop sought clarification on how eBay evaluates account transfers and internal metrics.
Hello fellow sellers and mentors,
I am writing to this community in a state of complete devastation, hoping to get some advice or guidance from experienced members.
Recently, my 9-year-old active shop, "EmbroideriesShop" (which specializes in unique, high-quality handmade embroidery and patches), was hit with an automatic, indefinite selling restriction due to a BBE (Bad Buyer Experience) policy violation.
When I contacted customer support, the agents sent template responses stating that my seller-fault defect rate rose to 12.01% and that the restriction was applied automatically by the system, leaving them with no technical ability to restore my account manually.
However, looking at my actual, objective metrics, this decision is an absolute mathematical anomaly:
Top Rated Seller Badge: I hold the official "Top Rated Seller" badge multiple times with 100% positive buyer feedback.
9-Year History: I have successfully sold over 4,400 items and gathered 999 followers.
Impeccable Service Metrics: My Item Not as Described defect rate is 0.00% (0 out of 190 transactions). My Item Not Received rate is only 0.53% (1 out of 187 transactions).
The Cause of the Spike: The 12.01% defect rate spike occurred solely because of a single order cancellation during a short, low-volume sales month. This cancellation was due to a system glitch on my discount settings, which I have since completely fixed.
How can a 9-year-old store with an active Top Rated badge and 100% feedback be permanently banned over a single transaction defect? The automated BBE filter completely ignored my flawless decade-long record, treating me as a high-risk seller.
Since customer support agents claim they cannot bypass the automated decision, I am completely stuck.
Has anyone experienced a similar automatic BBE ban on an established account? Is there a specific department, executive email, or legal path I can take to get a human being at eBay to manually look at these flawless metrics?
I have attached my redacted metrics dashboard for reference. Any advice, guidance, or moderator escalation would be deeply appreciated.
Thank you so much for your time and help.
Best regards,
Max
EmbroideriesShop
embroideriesshop
OP1 month agoJust to understand the mechanics better: how does eBay evaluate business account transfers if ownership changes legally? Also, do internal metrics like BBE (Bad Buyer Experience) directly trigger account-level restrictions across different regional entities within the EEA?
embroideriesshop
OP1 month agoThanks everybody, i got enough info. Now i'm better prepared for new start )
lady_madonna
Mentor1 month agoIf you mean by a "new start" that you want to create a new Ebay account, you are not permitted to do so.
embroideriesshop
OP1 month agoThanks for clarifying. Just to understand the mechanics better: how does eBay evaluate business account transfers if ownership changes legally? Also, do internal metrics like BBE (Bad Buyer Experience) directly trigger account-level restrictions across different regional entities within the EEA?
jacbarcollectibles
Mentor1 month agoSorry that this happened but you need to know that when you receive an Indefinite suspension this is considered as permanent by eBay and cannot be appealed. Customer service cannot do anything about the suspension. Given what you showed us the metrics have many fatal problems in sections that eBay monitors closely so it is doubtful that any human will be able to help you.
disneyshopper
Mentor1 month agoLooking at your seller metrics, I see Tracking uploaded late 13 times in March, 4 times in May, 4 times in June. I also see 7 cancellations in May. 3 cancellations are BAD, so 7 is worse. You need to improve in those areas.
embroideriesshop
OP1 month agoHi, it makes not much sense to ask about it now, but do you know, does cancellation applies to every item in order or to the entire order? Because only one order was cancelled in may. As for late shipments - yes, unfortunately we had that problem in 2026. Thank you.
disneyshopper
Mentor1 month agoEach item is counted as a cancellation.