INR Restriction - Evaluated Wrong and Account Blocked
Hi
I have been evaluated wrong and my account has been restricted to sell on eBay US & Canada. On the 9th of April 2025, my account was due for its next performance evaluation. However, the evaluation was not updated on time and only appeared on my dashboard on 11th April 2025, and even then, it appears to have been incorrectly assessed.
According to eBay’s published policy, INR Evaluation Window 1 should include all paid transactions within a 31-day period starting 45 days before the evaluation date. Based on this, the correct evaluation window for a 9 April assessment should be:
âž¡ï¸ 24 February 2025 to 26 March 2025
However, my account appears to have been assessed based on the period 6 January 2025 to 5 April 2025, which includes older transactions that fall outside the correct window.
After reviewing my own reports:
Almost all INR transactions had a paid date before 24 January 2025, meaning they should not be included in the most recent evaluation.
Only one INR case falls within the valid timeframe, which would significantly lower my INR rate and bring it in line with the threshold needed to lift the restriction.
I am following up repeatedly with customer service but not getting the issue resolved, and they only reply to me explaining the policy. They look like standard copy-paste responses, which do not concern my issue.
Please help, as it is getting very frustrating chasing after customer service only to receive a response after also 24-36 hours, which has nothing to do with the issue.
12345jamesstamps
·1 year agoeBay seller ID is of India...and items shipped from New Zealand ?
Don't know if that matters but for us in the USA it does...we have to pay taxes on what we sell.
Items not received from New Zealand...it does sound like a shipping problem of such.
albertabrightalberta
·1 year ago@maniwaysonline
FWIW, I see that you still have nearly 3000 listings that ship to me in the US.
I'm curious though. You're registered in India but your items ship from New Zealand. Where are you actually located.
If you're service metrics (and account) are being negatively impacted by INR (item not received) claims, you might want to consider shipping with tracking. Based on what I'm seeing as $2.85 shipping, I can't imagine you are using tracking.
If you have tracking that shows delivery, it's unlikely that buyers would win INR claims and you wouldn't have to issue refunds.
mam98031
·1 year agoNo one here can help you with your problem, sadly. You have to work directly with Ebay to resolve the issue if they will allow for that.
https://www.ebay.com/help/contact_us?id=4190&st=10
---------------------------------------------------
On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
maniwaysonline
OP1 year agoThanks
I have tried to appeal, but I am not getting any resolution. I have had 2 responses from customer support after chasing them for the last 4 days, both of which only explained the policy to me. There is no option to call them and just wait for their e-mail, which comes after around 24-36 hours, only to explain their policies which don't have anything to do with my issue.
lacemaker3
·1 year ago@maniwaysonline
I'm sorry, but you have misunderstood how the evaluation windows are determined. There are two evaluation windows, and the first window appears to have been calculated correctly on your account. It is a 90-day window ending on the Saturday before your evaluation date, which was Wed. Apr 9. The Saturday before was Apr 5, and 90 days before that was Jan 6, 2025. It usually takes a few days before the results are posted.
https://export.ebay.com/en/regulations/ebay-policies/shipping-performance-policy-item-not-received-rate/
maniwaysonline
OP1 year agoHello
Thanks for your reply, but my dashboard says differently:
https://exportnews.ebay.com.hk/sea/annoncement/44?region=SEA
lacemaker3
·1 year ago@maniwaysonline
That page links to the announcement from when this policy was first announced, almost 2 years ago: "Published on : 19 Jun, 2023 10:26:35". Unfortunately, the information there is out of date.
https://exportnews.ebay.com.hk/sea/annoncement/44?region=SEA
The link I gave you is for the current Cross-Border Trading (CBT) INR policy that is in place now. It shows that the policy has been updated, and the evaluation window has been changed, to the new interval that was used on your account.
https://export.ebay.com/en/regulations/ebay-policies/shipping-performance-policy-item-not-received-rate/
Unavailable member
·1 year agoYou would need to appeal the defect through eBay.
No one in this forum can help you with that we are fellow eBay members not eBay employees.
Sorry
pikabo-icu
·1 year ago@ebooksdiva Since this subject it here, I have a question.. I've never had an INR case but if I do and I resolve it myself, does it count against me? Thank you..
maniwaysonline
OP1 year agoUnfortunately, Yes, it does.
I have refunded all the transactions, but they still counted those against me. Only when you have delivery confirmation for the carrier and the case is closed in favour to you, it is not counted.
pikabo-icu
·1 year ago@maniwaysonline Ouch.. Thank you for that. That sucks.. I know that's juvenile to say but it does.
I hope you can get this turned around.. Good Luck
Unavailable member
·1 year agoINRs that are resolved by the seller you don't get a defect on your seller dashboard, but your service metrics takes a hit regardless of how it was handled.
lacemaker3
·1 year ago@pikabo-icu
FYI, the policy that OP is asking about is for Cross-Border Trading (CBT) accounts only ... it is for sellers who are not based in the region they are selling to (in this case, selling to the USA and Canada, but OP is registered in India). There are a lot more issues with INR and shipping delays with CBT sellers. This is part of the Bad Buyer Experience policy for CBT sellers.
pikabo-icu
·1 year agoThank you VERY much for clearing that up!
As usual I bow to your policy knowledge!
You are one of the best.