Policy Violation Message from eBay - No One Can Tell Me Why?

[bottles-and-books]

Received my first ever policy violation message from eBay:  Canceling a transaction and selecting a false reason to avoid a defect isn’t allowed. There is a section on the message: "What activity didn't follow the policy". It is blank. There is another section: "More specific details are provided below." Can you guess? Correct, it is blank too.

I just spent 45 minutes on chat with 2 different agents and still don't know what triggered this message. The last order I canceled was at the buyer's request, which was confirmed by both agents. Neither was able to give me any reason why I received the message other than "maybe a buyer falsely reported you." Neither was able to tell me how to get this removed from my record even though if it happens again I get a 3 day suspension. I was assured that all is fine and I don't have anything to worry about. Right.

What kind of crazy system is eBay running that no one can tell a seller what happened to get them a policy violation on their account? Is there a way to get this corrected? When I asked the help people I was told it's just an automated message and there is no record. How can that be if the next time it happens I get suspended. There must be a record somewhere and I want it removed.

Thanks for any advice/help!

[house*of*paws · Accepted solution]

Hi @bottles-and-books 

Try contacting eBay from social media.  I understand that they currently have the most knowledgeable and helpful CS reps.  Ask if you can get the violation removed if they can't find a tangible reason for your having received one.  Please let us know whether they are more helpful than the ones you've already contacted.

Social Media contacts:          

https://twitter.com/askebay
https://www.facebook.com/eBay/

[bottles-and-books]

Thanks. I will try that.

[bottles-and-books]

Thanks for the suggestion. I contacted them on Facebook. It took about 25 minutes for them to respond, but when they did it was obvious that I was dealing with a different level of support. They were able to clearly explain what caused the problem and why it was a problem. I don't know why the customer support team through the online help can't be this professional. Sad.

[house*of*paws]

@bottles-and-books 

That's great ... and thanks for the update!  😊

Could you share the 'explanation' with us ... if it isn't too personal?  It might help in our being able to advise others who encounter the same problem.  [I couldn't think of anything that would cause the problem you described ... so it would be extraordinarily helpful to know what you were told.]

[mega-ma-roo]

Yes, please.