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System error allows 3 buyers for a single listed item. One canceled order left a negative review. EBAY- denied my request for removal because I canceled the order not the buyer, even though that's what I was informed to do by the EBAY help chat.
I've been an ebay member and buyer since 2005. Less than two weeks ago, I started selling my old collectibles on ebay. I made over 40 sales and everything was going smooth. Then, I listed a single item last Friday and when I woke up, I had 3 different buyers who had bought and paid for the item. I double checked the listing and it was listed as a quantity of 1. Through the help chat and articles it said I had to cancel the extra orders. I canceled two of the orders and explained what happened. One of them who is a reseller, left me negative feedback after I explained. I sent him screenshots verifying everything and asked that he take down his review. He hasn't responded and ebay denied my request for the removal of the negative feedback because I was the one who canceled the order and not the buyer, even though that's exactly what I was informed to do from the same help chat. My rating went from 100% to 83%. Any other sellers ever experience anything like this? Any suggestions beyond contacting the buyer again and requesting removal? Thanks in advance.
2005dylanh
Posted 5 days ago • Last reply 3 days ago
1
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Subject: 11-year account (8k+ sales) Below Standard due to 14 Time Away defects – Advice on appeal?
Hi everyone, I’m looking for some advice from experienced sellers and community managers regarding a sudden defect spike on a long-standing account. Account Background: Account Age: 11+ years Lifetime Sales: 8,000+ completed transactions Current Evaluation Window (12 months): 477 sales Defects: 14 (Defect Rate: 2.94%) Current Status: Below Standard What Happened: After taking a 2-month break and putting my store on Time Away, the vacation period expired. Unfortunately, I failed to track the exact reactivation date and was physically unable to process incoming orders for a couple of days right after reopening. During this short window, 14 orders came in. Unable to ship them within my handling time, I made the mistake of cancelling them and selected "Out of Stock" as the reason. In reality, all items were physically in stock—I just could not process them at that exact moment. Current Situation: All buyers received an immediate 100% refund, and there are currently 0 open cases or unresolved disputes. This was a one-time operational oversight following a 2-month absence, not a pattern of poor service or selling items I don't own. Given my 11-year track record and over 8,000 successful sales on eBay, what would be the most effective way to present this to eBay support or request a manual review/probationary limit? Has anyone successfully appealed a similar restriction with a strong account history? Any insights or guidance would be greatly appreciated! Best regards, Galyna
2015_salyg
Posted 2 weeks ago • Last reply 2 weeks ago
14
Discussion
Buying & Selling
Selling

2015_salyg
2435 View listings
Subject: 11-year account (8k+ sales) Below Standard due to 14 Time Away defects – Advice on appeal?

Hi everyone, I’m looking for some advice from experienced sellers and community managers regarding a sudden defect spike on a long-standing account. Account Background: Account Age: 11+ years Lifetime Sales: 8,000+ completed transactions Current Evaluation Window (12 months): 477 sales Defects: 14 (Defect Rate: 2.94%) Current Status: Below Standard What Happened: After taking a 2-month break and putting my store on Time Away, the vacation period expired. Unfortunately, I failed to track the exact reactivation date and was physically unable to process incoming orders for a couple of days right after reopening. During this short window, 14 orders came in. Unable to ship them within my handling time, I made the mistake of cancelling them and selected "Out of Stock" as the reason. In reality, all items were physically in stock—I just could not process them at that exact moment. Current Situation: All buyers received an immediate 100% refund, and there are currently 0 open cases or unresolved disputes. This was a one-time operational oversight following a 1-month absence, not a pattern of poor service or selling items I don't own. Given my 11-year track record and over 8,000 successful sales on eBay, what would be the most effective way to present this to eBay support or request a manual review/probationary limit? Has anyone successfully appealed a similar restriction with a strong account history? Any insights or guidance would be greatly appreciated! Best regards, Galyna
2 weeks agolast reply 2 weeks ago
27
Question
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9-Year Above Standard\Top Rated Seller Permanently Restricted Due to Automated BBE Filter Glitch. Need Advice/Mentor Help
Hello fellow sellers and mentors, I am writing to this community in a state of complete devastation, hoping to get some advice or guidance from experienced members. Recently, my 9-year-old active shop, "EmbroideriesShop" (which specializes in unique, high-quality handmade embroidery and patches), was hit with an automatic, indefinite selling restriction due to a BBE (Bad Buyer Experience) policy violation. When I contacted customer support, the agents sent template responses stating that my seller-fault defect rate rose to 12.01% and that the restriction was applied automatically by the system, leaving them with no technical ability to restore my account manually.

However, looking at my actual, objective metrics, this decision is an absolute mathematical anomaly: Top Rated Seller Badge: I hold the official "Top Rated Seller" badge multiple times with 100% positive buyer feedback . 9-Year History: I have successfully sold over 4,400 items and gathered 999 followers . Impeccable Service Metrics: My Item Not as Described defect rate is 0.00% (0 out of 190 transactions). My Item Not Received rate is only 0.53% (1 out of 187 transactions). The Cause of the Spike: The 12.01% defect rate spike occurred solely because of a single order cancellation during a short, low-volume sales month. This cancellation was due to a system glitch on my discount settings, which I have since completely fixed. How can a 9-year-old store with an active Top Rated badge and 100% feedback be permanently banned over a single transaction defect? The automated BBE filter completely ignored my flawless decade-long record, treating me as a high-risk seller. Since customer support agents claim they cannot bypass the automated decision, I am completely stuck. Has anyone experienced a similar automatic BBE ban on an established account? Is there a specific department, executive email, or legal path I can take to get a human being at eBay to manually look at these flawless metrics? I have attached my redacted metrics dashboard for reference. Any advice, guidance, or moderator escalation would be deeply appreciated. Thank you so much for your time and help. Best regards, Max EmbroideriesShop
embroideriesshop
Posted Jul 18, 2026 at 2:16 AM • Last reply 2 weeks ago
8
Discussion
Buying & Selling
Shipping

tgail1
5389 View listings
Losing my Top Rated seller rating

I'm having a big problem with eBay's rating of my "on time" shipping. I've been a "Top Rated" seller for nearly 6 years, but in recent months I've seen my late shipment rate increase, and my "uploaded and tracked" percentage plummet, giving me a now "Above Standard" rating. All of this despite shipping out nearly every item same day and having a designated 2-day handling time. I suspect it's because I live in a rural area and my items are not being properly scanned into the USPS system until they reach a major shipping hub (in my case, Houston TX). If that's the case, eBay's rating system has a serious flaw. Is anyone else experiencing this?
3 weeks agolast reply 3 weeks ago
15
Discussion
Buying & Selling
Buying

charlottpric-9
32 View listings
Bad product/past return period/contacted seller twice-no response

I purchased 4 boxes of a tanning product that was quoted as “brand new”-it was not-at all. Product was dried up & unusable. Contacted seller twice-no response. Am past return period as purchased to take on beach holiday, but this is a totally unacceptable purchase and think seller should be responsible for selling old, unusable product with false claim of new. It wouldn’t have mattered when I opened it-it was too old at receipt. Should mention that I have purchased product before and know what the condition should be upon opening sealed packet. At the very least,I would like to report seller as unreputable but can’t find out where to do that on the site and the ‘customer service bot’ is of no help. Thx
1 month agolast reply Jul 17, 2026 at 8:17 PM
8
Discussion
Buying & Selling
Selling

swiftook
2 View listings
low orders ratio

low orders ratio in Pakistani ebay account
1 month agolast reply Jul 16, 2026 at 9:46 PM
25
Discussion
Buying & Selling
Selling

abez_fashion
190 View listings
Seeking Advice: Who to contact to remove an automated CBT restriction warning caused by a proven false SNAD?

Hi everyone, I’m looking for some advice on the best escalation path or specific contact to reach out to regarding an automated Cross-Border Trade (CBT) account restriction warning. I am a cross-border seller, and a recent buyer explicitly misused the return system to avoid paying return shipping. This triggered a Bad Buyer Experience (BBE) ding and generated an automated warning on my dashboard. Here is the exact context: The Claim: A buyer filed a return under "Doesn't match description," explicitly claiming a "Mistake in Manufacturing" because the jacket was too tight. The Reality: The item was manufactured perfectly to the explicit measurement chart provided in our listing. The Admission: The buyer completely ignored our size chart and simply assumed the jacket would match their idea of a generic "international size L." When they realized their sizing assumption was wrong, he selected the SNAD option purely to force a seller-paid return label. In our official eBay messages, he openly admitted to this: "Hi Ive just come home and tried. Its really very tight and not a normal international size L. I cant even close the jacket. All my jackets and coats are size L Im sorry I have to return" "I did not know which reason to choose as its not size L Mr or Mrs Please dont worry Im not going to leave bad feedback or anything. best regards" I fully complied with eBay's policies, accepted the return, and refunded the buyer immediately. However, because my average selling price is high and my transaction volume is relatively low, this single false SNAD claim heavily skewed my Service Metrics. Standard support and the standard CBT appeals email have essentially stated they cannot or will not remove the SNAD defect itself from the backend. Since the defect seems locked in, I want to pivot and appeal the CBT account restriction warning itself. It is incredibly unfair to have my business threatened by an automated system over a documented buyer sizing error where the buyer openly confessed to ignoring the listing metrics and guessing the return reason. My Questions: Is there a higher-level risk/compliance team, a specific email address, or an eBay Community Manager I can contact who has the authority to review these message logs and lift the CBT warning? Has anyone successfully had an automated warning removed while leaving the underlying defect in place by proving the buyer manipulated the system? Any guidance on exactly who to contact next would be greatly appreciated. Thank you! @ebay.com @rebecca@ebay @sarah@ebay @griff@ebay.com @doug@ebay @kyle@ebay @tracie@ebay @dina@ebay @mirains@ebay.com @baadnesen@ebay.com @rhardwick@ebay.com
1 month agolast reply 1 month ago
10
Question
Ask a Mentor
5-Day Payout Hold After Sales Increase - No Document Requests in Seller Hub
Hello everyone, I am looking for some insights or advice from experienced mentors regarding a recent payout hold on my account. Yesterday, I received an email stating: "Your payouts have been placed on hold while we review and verify some of your account information." Today, a red banner appeared in my Payments tab showing a 5-day hold . My store recently experienced a rapid increase in sales volume, which I assume triggered an automated velocity check. However, when I check the Seller Hub, there are absolutely no requests for documents, ID verification, or supplier invoices under the "Tasks" or "Action Required" sections. It just shows the hold. My account health is excellent: all orders are shipped on time, valid tracking numbers are uploaded immediately, and we have zero open cases or disputes. Has anyone experienced this specific scenario where a 5-day hold is applied without any document requests? Does the system usually resolve this automatically once tracking shows movement/delivery, or should we expect a delayed manual verification request? Any advice on how to handle this smoothly would be highly appreciated. Thank you,
etruskstoreco
Posted 1 month ago
0
Question
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Selling Limits?
If a medium size seller's account with 26yrs on the platform and approx 5 million in gross sales goes below standard and then they finally dig their way out... On the 20th their review states above standard, when does ebay actually let them list more than the severe limits they previously imposed? AI states on the 20th if it states above standard then the seller is eligible for the restrictions to be lifted then. Ebay AI chat states 24 to 48hrs., and finally ebay (human) customer service states 24 to 72hrs after they manually send over the request. What says you?
shoecitychampions
Posted 1 month ago • Last reply 1 month ago
2