Urgent Appeal – Request to Reinstate Selling Privileges and Review Seller Performance
Summary: indian_ayurvedic_store appealed to eBay regarding seller defects that led to a halt in their selling privileges, citing issues with site errors, customs holds, and support communications. redmodelt and shire123 advised that the community can't assist and suggested that account closure may be final. sheshedz shared a contrasting experience of account recovery and suggested persistence. Despite challenges, indian_ayurvedic_store expressed intent to continue efforts to resolve the issues through direct contact with eBay support.
Dear eBay Team,
I am writing to request a comprehensive review of the seller defects due to which my selling privilege has been stopped.
INR/SNAD cases, funds currently on hold,
Kindly review the SRs and support threads listed below, as they contain the complete history of the issues I have been reporting to eBay.
1. Cancellation-Related Seller Defects
I had already excluded Israel and other European countries from my shipping settings. However, due to a site/system issue, multiple orders were still placed from destinations that I had excluded.
These affected orders were for European countries where airlines were not accepting the shipment of the relevant products. Therefore, I was unable to dispatch these orders due to circumstances outside my control.
I contacted eBay Support regarding these issues, and the eBay team confirmed that there was a problem with the site/settings. During the support conversations, I was specifically instructed by eBay representatives to go to Order Details → Cancel Order and select the appropriate cancellation reason, such as “Buyer asked to cancel” or “Issue with buyer's address.”
I followed the instructions provided by eBay Support, cancelled the affected orders, and refunded the buyers.
Therefore, I do not understand why these transactions are being counted as seller defects/Bad Buyer Experience (BBE) against my account.
These were not cancellations that I made simply because I did not want to fulfill the orders. I had already excluded the relevant destinations, the airlines were not accepting the shipments to those destinations, and the orders were placed despite my shipping exclusions because of the site/settings issue. I contacted eBay Support and followed the instructions provided by eBay to resolve the situation.
2. INR Defects
I would also request eBay to review the INR (Item Not Received) defects on my account.
For the affected INR cases, the tracking information shows that both items reached the destination on time and were subsequently held by customs at the destination.
Once the shipments had reached the destination and were being held by destination customs, the delay was outside my control as the seller. I had dispatched the items properly, and the tracking confirms that they reached the destination.
I therefore kindly request eBay to review the tracking history and remove the INR defects related to these shipments.
3. SNAD Cases
I also request eBay to review the SNAD (Significantly Not as Described) cases/defects on my account individually.
Please review the evidence and case history for each SNAD case and, where the evidence supports the seller or the case was incorrectly classified, remove the corresponding SNAD defect from my seller performance.
4. Multiple Support Records
The following SRs and thread IDs demonstrate that I repeatedly contacted eBay Support and made genuine efforts to resolve these issues.
eBay Document ID: 172762947006
Tracking your item—SR# 1-506270406931
[THREAD ID: 1-6GKZQUNH]
[THREAD ID: 1-6GL1F4UG]
[THREAD ID: 1-6GL2PB0M] **imp
SR# 1-507050186795 **imp
[THREAD ID: 1-6GXRMWRJ] **imp
SR# 1-507050186795 **imp
[THREAD ID: 1-6GYLRJ6Q]
Shipping insurance – SR# 1-507114772517
[THREAD ID: 1-6GZACGSC]
“An update regarding your recent query!" – SR# 1-507114772517
[THREAD ID: 1-6GZAU4OY]
These records demonstrate that I repeatedly contacted eBay and sought assistance regarding the difficulties I was facing. I did not simply ignore these issues or cancel transactions without attempting to resolve them.
5. BBE Rate and Funds on Hold
I was recently informed that my Bad Buyer Experience (BBE) rate is 7.6%, compared with a market average of 1.3%, and that this has resulted in a hold on my funds.
I therefore request that eBay review the above transactions and cases individually and based on the actual evidence, rather than automatically counting them against my seller performance.
If the defects have been incorrectly applied, I kindly request that they be removed and my seller performance metrics recalculated accordingly.
I also request that, after the appropriate review, the funds currently being held be released.
My Requests
I respectfully request eBay to do the following:
Review all the affected transactions individually.
Remove the cancellation-related seller defects/BBE impact where the cancellations were made following eBay Support's instructions and were caused by the shipping/site circumstances described above.
Review and remove the INR defects where tracking confirms that the items reached the destination on time and were subsequently held by destination customs.
Review the SNAD cases and remove any SNAD defects where the evidence supports the seller.
Recalculate my seller performance metrics after removing any incorrectly applied defects.
Release the funds currently being held, subject to the applicable review.
I have maintained my eBay account for approximately 6–7 years, and I genuinely want to continue building my business on eBay. My intention is not to criticize eBay but to explain the difficulties I am facing so that I can understand where I may be going wrong and what I can do to improve my sales and listing activity.
I respectfully request that this matter be escalated to the Seller Performance/Account Review team and reviewed based on the complete history, support records, tracking information, and case evidence.
I would greatly appreciate your assistance in removing the applicable defects, releasing my held funds, and restoring my chat support access.
Thank you for your time, understanding, and assistance. I look forward to your response.
Kind regards,
Seller ID: indian_ayurvedic_store
lacemaker3
·1 week ago@indian_ayurvedic_store
I’m sorry, but there is no manual review or appeal possible for BBE cases.
eBay uses statistical evaluation and comparisons to other sellers specifically so that they can do fair, objective analysis automatically, with no human intervention or review needed. Because of that, they won’t ever agree to do a review or appeal for anyone.
As long as your BBE dashboard still shows just a warning, you can recover as long as your performance improves and your statistics get better.
However, if you have lost your selling privileges and your listings have been removed, then it’s too late. eBay will only keep evaluating your account for BBE compliance when you have new transactions to evaluate. Once your listings are removed, you can’t make any more sales and you won’t have any new transactions. So then eBay won’t do any more BBE evaluations.
sheshedz
·1 week ago · Edited.
indian_ayurvedic_store
OP1 week agoNot even in that, I didn't receive any seller protection policy. even though I was not at fault
sheshedz
·1 week ago · Edited.
shire123
·1 week ago@sheshedz You are a US based seller. Most of these "Urgent appeals" come from non US sellers. Non US sellers have much stricter criteria that they have to meet.
sheshedz
·1 week ago · Edited.
shire123
·1 week ago@sheshedz Absolutely. Given your case it's easy to see why yours was reversed. I, too, have some "weather related" late shipping but given my volume of sales I am just letting them ride.
When you are dealing with "international" defects it is a whole different story and set of circumstances.
Most posters here really do know what is going on. Your case and that of the OP are 2 different situations. Apples and orangess.
sheshedz
·1 week ago · Edited.
lacemaker3
·1 week ago@sheshedz , you are not an export seller, you're based in the USA, so you are not subject to the BBE policy.
Defect can sometimes be removed under the seller protection policy:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345
But that only applies to the seller performance policy:
https://www.ebay.com/help/selling/seller-levels-performance-standards/seller-levels-performance-standards?id=4080
and not to the BBE policy.
Export sellers like @indian_ayurvedic_store (those who are based in another region, not in the USA (or UK or EU), and ship/export their items to buyers in the USA (or UK or EU)) have to meet additional standards and requirements, which are described on the export.ebay.com website.
In the BBE (bad buyer experience) policy, export sellers are compared to other export sellers, and the ones whose percentage of bad buyer experiences are higher than those of their peers, will be restricted at first. Then if they don't manage to improve (lower) their percentages over several months, to at least match their peers, they can lose their seller privileges.
https://export.ebay.com/en/fees-regulations-policies/ebay-policies/bber-2025/
There is no provision in the policy to remove any transactions from the BBE evaluation metrics for any reason, as you can see in the link above. Even if a transaction qualifies for defect removal under the seller protection policy, eBay does not remove it from the BBE evaluation metrics.
The BBE policy can be hard to meet for export sellers who have a smaller number of sales. You have to continue to get sales, with good evaluation metrics. But eBay is committed to reducing the bad buyer experiences, and this is how they are doing it.
I didn't post the links before, because these links will delay when this reply gets posted to the thread. And I figured people could look them up themselves.
indian_ayurvedic_store
OP1 week agoSince the defects were counted these threads are the proof that I was informed that the defects will be removed, because it was mainly site errors due to which I received orders from excluded countries, and for INR cases, they clearly informed me that if the item was held at the destination by customs then it is not sellers fault, and they will look into it.
shire123
·1 week ago@indian_ayurvedic_store EBay CS will often say what the caller wants to hear and is rarely what really happens.
indian_ayurvedic_store
OP1 week agoSo how should I contact
them
sheshedz
·1 week ago · Edited.
indian_ayurvedic_store
OP1 week agoHow and whom do you contacted because I didn't get any response? I was only informed that the technical team is being informed and looking into it.
sheshedz
·1 week ago · Edited.
indian_ayurvedic_store
OP1 week agocan you provide me email id?
sheshedz
·1 week ago · Edited.
sheshedz
·1 week ago · Edited.
kensgiftshop
·1 week agoSorry, but no one is going to review your account.
The BBE policy is pretty strict.
Ebay is telling you that you're done selling on Ebay.
shire123
·1 week agoAs others will relate, this is not the place to post what you have written. There is no one here that can do anything. This is not ebay but a group of buyers and sellers.
But that being said, you are done on ebay. There is no coming back from what has occurred. When dealing with international sales you need to check daily what situations affect your selling and act proactively. You can see what has happened when you don't keep on top of things.
Good luck on whatever platform you end up on but it won't be ebay.
sheshedz
·1 week ago · Edited.
indian_ayurvedic_store
OP1 week agoBut while I had emailed on eBay, they themselves told me that there were site errors, due to which I received orders from excluded countries. And in inr cases when an item is held at the destination by customs, it is not the seller's fault, since when sellers are getting responsible for that, could you please explain?
shire123
·1 week agoIt is the seller's complete responsibility to get their items to the buyers no matter what the circumstances are. Even ifthose circumstances are beyond your control.
It has always been that way. It may not be fair but that's the way it is. Seller's must evaluate whether it is worth selling on an international basis. That's one of the reasons I don't sell internationally. There are too many things outside my control that could result in issues just like you have experienced.
Ebay CS seems to always tell people what they want to hear even though it may be false information.
redmodelt
·2 weeks agoI am sorry you spend all this time to write this post but no one here can help you get the results you are looking for or expedite anything to anyone. eBay with a few exceptions, does not read these posts and the people helping are other buyers and sellers not eBay employees, eBay does not operate the community section.
How have you been restricted or was your account closed by eBay? If eBay closed your account, there is no coming back from that and will need to find a different marketplace to sell on.
sheshedz
·1 week ago · Edited.