Ebay account
I’m extremely frustrated with the way my account has been handled recently. I am a Top Rated Seller with 100% positive feedback, no upset customers, no defects, and no previous issues with my account. I have always shipped on time, communicated professionally, and done everything expected of me as a seller.
Out of nowhere, eBay started placing holds on all of my sold items, even after tracking shows they were delivered. In some cases, I’m being told I have to wait an additional 3–7 days after delivery before I can access my money. This makes absolutely no sense to me considering my selling history and account standing.
What makes the situation even more frustrating is that every customer service representative I speak with gives me a completely different explanation. One person says it’s random, another says it’s because of the item category, another says it’s because of “security reviews,” and someone else says it’s just “how the system works.” If this is truly policy, then why can nobody give me one clear and consistent answer?
As a seller, I rely on those funds to continue running my business. I use the money from sold items to pay for shipping supplies, bills, inventory, and other expenses. When eBay suddenly decides to hold every payment with no warning, no explanation, and no actual problem with my account, it creates serious financial stress.
The response I received from customer service was honestly disappointing and disrespectful. It felt like I was basically being told, “We don’t care what bills you have due, we’re going to do what we want.” That is not the kind of treatment I would expect for someone who has worked hard to maintain Top Rated Seller status and provide excellent service to buyers.
If there is a real reason for these holds, then I deserve a clear explanation. If there is a specific policy being applied to my account, I deserve to know exactly why. But being bounced around between different stories, vague answers, and scripted responses is unacceptable.
I have done everything right as a seller, and I should not be treated like I am some kind of risk when I have never had a dissatisfied customer, never had account issues, and have proven myself over time. I am asking for a real explanation, consistency from customer service, and for these unnecessary holds to be reviewed and removed.
tobaccocardyahoo
·4 months ago@collectablecardcave
None of us know the details of the algorithm which decides on the holds.
A list of characteristics of your listings and your recent sales on the account you have posted from include.
The many of your items listed are at prices which are minimal, and many sellers would view as not worth selling for.
My might find fewer holds if you separated your offerings into two different seller accounts
You have a few much higher ticket items.
If this data is used to decide on whether you are going to see holds, one would expect it would not make you the best risk, even if you are an honest seller.
Enforcement of trust and safety is based on statistical probability and implemented by bots.
Ebay customer service has no details on how the algorithms work, because that would risk a security leak.
I suspect the holds are consistent, the algorithm is secret, and you will never find out what it is.
I suspect if you changed your merchandise mix, you might see fewer holds. Like if you got rid of most of the $1 and $2 items. With a history of higher ticket sales, you might see fewer holds - even though that might seem strange to you and some other posters on this forum.
lakefor94
·4 months agoYou are correct @collectablecardcave , the customer service reps don't care.
They can't care. They have absolutely no authority to release funds. All holds are automated and nothing they or you can do aside from wait to be paid. You wasted your time and their time when you just could have come here and asked in the first place or just googled "EBay payment holds" for the quickest answer, same as you are hearing here on the boards.
EBay participates in mitigating risk. Simple as that. Nothing personal whatsoever, just business.
mudshark61369
·4 months ago@collectablecardcave ,
Yes you have a great feedback reputation, no doubt about it. However until recently your sold items prices were mostly under $50. Then you recently started selling designer fashion items for more than $200 and one for $700 dollars in a high risk category for counterfeit items. That is what triggered the payment hold. Had you listed those items with the Authentication guarantee, that might not have happened.
https://www.ebay.com/help/selling/selling-tools/ebay-authenticity-guarantee?id=4644
You also listed those items with a No Returns policy, another algorithm red flag.
If a buyer had issues with the shoes and used the Money Back Guarantee, you would have to have accept a return for refund. The info in your Seller description for the two pair of shoes may also have triggered the hold "I reserved this for a customer that asked for both pairs for $700" though what you did wasn't wrong, by listing them with an open to any buyer title, cancelling another buyer's purchase, to sell to the unnamed buyer, could have resulted in problems for you. A safer way to post a listing for a specific buyer is to use a title stating that. Ex: "Private listing for (buyer username) two pair of shoes". Agreeing with the buyer in advance on a scheduled starting time for the listing could prevent someone else from buying the shoes out from under them.
grann-4629
·4 months ago@mudshark61369 I did exactly what you described and it worked perfectly. Just ensure that you are in the same time zone when meeting up.
bonanza125
·4 months agoThe response I received from customer service was honestly disappointing and disrespectful. It felt like I was basically being told, “We don’t care what bills you have due, we’re going to do what we want.”
They aren't being disrespectful. They were telling you the possibilities as to why your funds were on hold. They explain policy. Your funds are on hold. Yes what you sell here on Ebay can trigger a holds especially if you were to say sell high end items.
roccotacodad54
·4 months agoAs christworks mentioned...working capital...I was self employed for many years and having working capital always set aside is peace of mind. I sometimes had to buy materials, pay workers (out of my pocket) and still wait 90 days or longer to be paid. Working capital gave me peace of mind.
A little from each transaction set aside for unexpected delays in payment, problem customers etc.
luckythewinner
·4 months agoThis makes absolutely no sense to me considering my selling history and account standing.
eBay's risk assessment algorithm is based on a statistical analysis of ALL sellers, not just an analysis of YOU.
eBay is not going waive their risk assessment just because you do not like it.
christworks
·4 months ago@collectablecardcave
What you are describing often happens when there has been a selling anomaly. In this case, those $700 shoes you sold a month ago likely triggered it. Your average 90-day sales price is significantly lower.
You did not do anything wrong, and eBay isn't saying that. What they are doing is protecting their business, which they have a right to do. Your past selling behavior does not guarantee your future selling behavior.
eBay is in the minority when it comes to releasing funds before items are delivered. Most other selling platforms hold funds until after delivery. I expect that one day eBay will apply this policy to all sellers, as it really is the industry norm.
I really do not understand why it would be such a financial hit. You should have money set aside to operate your business during lean times. It is only a couple of weeks, and as long as you have regular sales you'll be back on track in no time.
Regarding the reps, they never release information to people when it comes to site security. It is quite possible they themselves do not know the exact reason.
It is better to go slow when it comes to listing higher end items. Meaning, I wouldn't jump from a $300 item to a $700 item,m when my average sales price is below $70. I'd probably try to sell a $500 item first, then a $600 or $700 item. I have an item now that if it sells anywhere close to my asking price, my account will be flagged and treated in the same manner as yours. That's why I put by business funds so I can still operate without all the drama.
grann-4629
·4 months agoMakes me wonder if the whiz kids who make up eBay policies ever go outside
christworks
·4 months agoThe policy is in effect for good reason. I just left another thread where an eBay user ranted about the scams on eBay, and posted screen shots of these alleged scams.
Which is it? Are there scams on eBay or not? If there are, then it makes good business sense to implement the very policy @collectablecardcave complains about. I'm sure eBay knows how much money they lose every year because they are the ones left holding the bag after a someone runs off with thousands of dollars. Oh sure, you have to have a valid credit card on file so that eBay can charge it if needed. Nobody says that card can't have a $500 credit limit.
I see nothing wrong with this policy. It would be wrong if eBay didn't disclose it, but they do. The problem are sellers who live in a bubble and do not keep up with changes.
It is vital in any business to have money set aside (re: working capital) so that you can operate the business in lean times or when something goes awry. Working capital does not have to be cash. Some of it should, but it is fine to have a business credit card set aside for emergencies. You never know when you might need a new computer, or your shipment of boxes was delayed and you have to order more at double the cost through another vendor, or you have a tree fall on your garage (as happened to me) and you have to rent a large storage unit that wasn't planned.
grann-4629
·4 months agoI understand the need for this policy, but from reading the OP's post, it seems the eBay reps don't - they all offer a different opinion/solution.
I think this is what the OP is most concerned about.
kensgiftshop
·4 months agoDo some searching here and you'll see other sellers complaining about the holds.
lacemaker3
·4 months ago@collectablecardcave
I don't recommend that you take a hard line on this. It is not likely to work out well for your eBay selling career. eBay policy about payment holds here:
https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816
FYI: this is an eBay member-to-member community. Nobody who responds here regularly works for eBay, and these posts are not responded to by eBay employees in most cases.
collectablecardcave
OP4 months agoI don't think adopting a Uncompromising position here. I have done nothing but provide really good results for lots of customers. The issue here is customer service Representatives telling people anything they can to get off the phone. Its wrong.
inhawaii
·4 months agoYou can feel it's "unacceptable" but when you sell here you agree to it.
It's kind of weird that you agree to it but think it's unacceptable.