Locked
Discussions in this board are limited to the original poster and Community Mentors
Need Advice on eBay Seller Metrics, Restrictions, and Contacting Support
Hi everyone,
I’m facing an issue with my eBay account due to restrictions under the Bad Buyer Experience (BBE) Policy. I’ve checked my Seller Dashboard, and here’s the situation:
- I have 37 total rated orders in my metrics.
- One of the orders (3 comic books) was canceled due to a postal strike in Canada, which made it impossible to ship the items. I had to cancel the order and marked the reason as “Problem with the buyer’s address.†This resulted in a Stock-Out Cancellation of 8.1% (3/37).
- Another issue was with a buyer from Moldova who claimed that a smart speaker I sold wasn’t working properly. I approved a return, but the buyer couldn’t ship it back. The case was escalated but resolved in my favor. eBay stated in their email that this case wouldn’t affect my metrics, but I see it listed as Significantly Not as Described (SNAD) at 2.7% (1/37).
Because of these two incidents, my BBE metrics are now at 10.8% (4/37), which is far above the Market Average of 2.5%, leading to account restrictions.
Additionally, I don’t sell from the US, and I’m not part of the Global Shipping Program on eBay. This limits my options for shipping and may contribute to some of the challenges I’m facing.
The main problem is that I’ve been unable to reach eBay support to appeal these issues. I’d like to know:
- How can I contact eBay support specifically about my metrics?
- How can I appeal the Stock-Out Cancellation caused by the Canadian postal strike?
- Is there a way to have the SNAD case removed since it was resolved in my favor?
- Any general advice on improving my metrics to avoid restrictions in the future?
I’d really appreciate any insights or tips, as I’m unsure how to proceed from here. Thank you so much for your help!
