From Top Rated Seller to indefinitely restricted after one delayed shipment
Summary: left-hand-patch shared an issue regarding their eBay selling account, which was restricted due to a high BBE rate after a shipment delay. Despite their good record, the restriction was initially upheld by eBay Customer Service. After continued efforts, including an escalation to eBay management, their appeal was eventually upheld, and their account was reactivated. Participants discussed challenges with eBay's handling of combined international orders and restrictions, with some offering advice on preventing similar issues in the future.
I've been selling on eBay for around two years, with 1,200+ sales, nearly 650 positive feedback ratings and no negative feedback. My Seller Standards were Above Standard, and shortly before this happened I qualified as a Top Rated Seller.
Recently, a buyer purchased eight items in one order, all sent together in a single tracked package. I dispatched it within my handling time, but after reaching the destination country, tracking stopped updating for almost three weeks.
The buyer eventually opened an Item Not Received case. With eBay's deadline approaching and the carrier unable to resolve the delay in time, I refunded the buyer rather than let the case escalate and have eBay step in. Ironically, tracking started moving again the following day, and the package was delivered shortly afterwards.
My BBE dashboard subsequently showed:
Seller Fault Unfulfilled: 9/292 — 3.1%
Market average: 0.9%
Eight of those nine transactions were the eight items from that single order and shipment.
The ninth was an unrelated INR transaction that I refunded separately.
This is the part I don't understand. The package was dispatched on time with tracking and the original case was INR, yet all eight items appeared as separate Seller Fault Unfulfilled transactions. Meanwhile, my regular Seller Standards remained Above Standard, with 0.00% transaction defects, 0.00% late shipments and 0.00% cases closed without seller resolution.
My selling privileges were subsequently restricted due to my BBE performance.
I've contacted Customer Service several times, appealed the restriction and repeatedly asked for the underlying circumstances to be reviewed. I've now been told that the appeal was denied, the decision is final, my selling privileges are restricted indefinitely, and Customer Service will not review it again.
I understand that 9/292 equals 3.1%. What I don't understand is how one delayed package containing eight items could produce eight Seller Fault Unfulfilled transactions and contribute to an indefinite restriction after an otherwise very strong selling history.
I've seen a few reports of sellers managing to get supposedly final restrictions reviewed or reversed, although they appear to be rare. What I'm really trying to determine now is whether there is any legitimate escalation or review route left once Customer Service and the normal appeal process have been exhausted.
If anyone knows of a specific route, department or process that can actually review a decision like this, I would be extremely grateful for the information. I'm not looking to circumvent eBay's rules or simply keep submitting the same appeal — I just want to know whether there is still a genuine way to have the underlying circumstances reviewed, or whether an indefinite restriction at this stage truly means there is nothing further I can do.
authentic*vintage
·2 weeks agoYesterday I sold 2 items to an international buyer. I did not realize until yesterday that you cannot combine shipping on international purchases. Just throwing that out there.
jonathanbrightlight
·2 weeks agoThat's only true for eBay International Shipping program orders, to my knowledge, and since this seller is based in Sweden I don't think that's an option for them. They should have been able to combine the international order as they usually would, as long as it didn't pose a problem for customs.
relicpeddler
·1 month agoSo you had 8 items all sell to the same buyer who was an international buyer and you shipped them all together? If so that the bigger problem. You can't combine international shipping. Your getting hit for 8 late shipments because they were not shipped correctly. You should have sent them all separately or canceled all 8 and resold to the buyer as a package deal than they could all ship together.
left-hand-patch
OP2 weeks agoJust wanted to come back with an update:
eBay has now upheld my appeal and confirmed that my account will be reactivated.
It also turned out that the restriction was indeed based on the BBE rate. Thanks for taking the time to comment and offer your perspective.
jonathanbrightlight
·2 weeks agoYou only can't combine orders for the eBay International Shipping program, to my knowledge, and since this seller is based in Sweden I don't think that's an option for them. They should have been able to combine the international order as they usually would, as long as it didn't pose a problem for customs.
inhawaii
·1 month agoI have a few brain cells left.
Enough to know that ebay will not permanently suspend you because of one delayed shipment.
left-hand-patch
OP2 weeks agoJust wanted share an update:
eBay has now upheld my appeal and confirmed that my account will be reactivated.
The restriction was confirmed to be based on the BBE rate described in my post.
After further escalation and review by Complaint Management, the decision was reversed.
kensgiftshop
·1 month ago"I've seen a few reports of sellers managing to get supposedly final restrictions reviewed or reversed"
I haven't seen anyone come back from a permanent BBE suspension.
left-hand-patch
OP2 weeks ago · EditedWell, now you've seen one! :)
eBay Complaint Management reviewed the case, upheld my appeal, and my account has now been reactivated.
jdbelt1960
·1 month agoIf this was not a combining shipping and required 8 transactions that you wanted to combine for shipping could be your problem. It counts as 8 transactions to eBay.
jnjtra
·1 month agoIf your story is true, I would just keep calling and escalating until you got someone with a brain cell.
This story is a good reminder for others to turn on buyer restrictions in Buyer Management so no one person can buy too much too quickly. Also, a good reminder to opt in to ebay international shipping and only use that.
left-hand-patch
OP2 weeks agoYou were right.
I kept escalating the case, eventually contacted eBay management, and it was referred to Complaint Management for review.
I heard back this morning: my appeal has been upheld and my account will be reactivated shortly.
Thanks for encouraging me not to give up on it.
redstarrobot_vintage_toys
·1 month agoNothing further you can do. Your days selling on the platform have ended. Good luck
left-hand-patch
OP2 weeks ago · EditedeBay has now upheld my appeal and reactivated my account.
Looks like my days selling on the platform haven't ended after all. :)
antiquevintageandnew
·2 weeks agoI wonder how many times you are going to have to repeat yourself? SMH, It looks like you are still going to get to sell on ebay!! But just for kicks and giggles, are you sure you are going to be able to sell on ebay or are you suspended? lol
jonathanbrightlight
·2 weeks agoI hope that's true, but I'm always wary of sellers being told things like that by phone support only to find out later it isn't true. Have you actually had your account reactivated now and are able to sell, or are you still waiting?
left-hand-patch
OP2 weeks agoI wanted to make absolutely sure before posting the update, as I’ve been told many things by Customer Service before that later turned out to be completely false.
I’ve now been able to upload listings again, and the funds that were previously on hold have been released. So yes, I’m officially back!
jonathanbrightlight
·2 weeks agoThat's good to hear! I don't think I've ever seen another seller who was specifically told they were suspended/restricted under the BBE policy who was restored. Maybe they're changing things up.