Account Restricted

[thethriftycellar]

Hi there! Got a message in my inbox saying the following:

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MC011

Restore your selling privileges: Action required

We restricted your account because we noticed activity that we believe is a risk to our community.

This restriction means the following:
- Your selling privileges are temporarily restricted.

....(my note,  etc.)

To help us remove the restriction on your account, you’ll need to:
- Provide proof of delivery for all of the items you sold on eBay by uploading tracking. Track items you've sold.
- Resolve any outstanding issues with buyers through the eBay Resolution Center.
More specific details are provided below.

...(my note, there are no details below other than a list of item listings that were suspended)

Once you complete these requirements, reply to this email, and we’ll review your account. We may ask you to provide additional information during our review.

...(my note, we didn't receive an email and there is no option to reply to this message inside the ebay inbox)

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Issue: The issue is 100% on our side and occurred while we moved into a new storefront location. During that time we also had changes made to our server and one of those changes resulted in the loss of email from ebay. As it turns out we had orders stacking up and had absolutely no clue. Those orders were never processed or shipped, and ebay refunded all the buyers plus charged us fees for the refunds.

I discovered the situation only by accident when I logged in to buy some items on ebay and while I was in the account noticed all of the items that had sold and since been refunded.
Because of this ebay has restricted the account, which, at the end of the day is understandable since this was inevitably our fault.

I'd like to get the suspension lifted so we can relist our items again. The message says to reply to the email but we never received an email and there is no reply option to the message in ebays inbox. 
Any help resource I have tried is an endless loop that sends me back to read the inbox message again and again with no path to resolution.

Luckily our sales on ebay represent a very small portion of our overall sales as we sell thru many other channels in addition to our own new website and storefront, meaning we can easily wait out any suspension term.

However if there is a way to speed up reinstating I'd like to go ahead and get that part taken care of. One last thing to have to keep in the back of my mind with everything else thats in the works right now.

Any advice, links, etc appreciated - tia!

[lakefor94]

I am going to take a wild guess and say that your selling account is toast. 

[12345jamesstamps]

Never let eBay handle refunds.

 2 of the feedbacks are in a 6 month span...and 2 feedbacks are in a month span.

Can you see where moving would not be an excuse...for items not received.

I would say there's nothing you can do to restore this account.

[toysaver]

EBay will probably never want to play with you again.  Consider yourself lucky you have a B&M 'storefront location' to rely on. 

"The issue is 100% on our side and occurred while we moved into a new storefront location."

[jameshen1]

That one buyer that you didn't ship certainly didn't hold back on his opinion of you.

[12345jamesstamps]

I was going to say that but felt it was too harsh...LOL

[mam98031]

You had to of known that you were going to be moving.  So why didn't you close the listings or put your account on Time Away?  It would have avoided everything.

Why by accident?  What did you expect?  You left the listings for people to purchase if they wanted to.  You have them set up on a 2 day handling time.  Did you think you could just ship whenever you got around to it and that would be allowed on the site?

I just don't understand your thought pattern on this when you knew you were not going to be available to support your Ebay selling account and you did absolutely nothing to prevent what ended up happening, which was completely avoidable.

There is a place in the Email to respond, you may have overlooked it, but it is in that email.  But now is NOT the time to respond to it.  First you must do as they asked.  Give them the tracking numbers on all the transactions you actually shipped.  Or if you didn't ship, give them the information as to when and how much you refunded to the buyers.  If you haven't refunded any of them, you should immediately.

Something that can help you a little, is you do have one negative FB that can be removed for cause because of the foul language.  So submit that through this link and get it off you account.

Go to the Seller Help page. Towards the bottom of the screen you will see a place to click on to submit the feedback for removal.

https://www.ebay.com/sellercenter/protections/seller-help

[mam98031 · Accepted solution]

Once you have your side cleaned up as much as you can by refunding or supplying tracking where you can, then contact Ebay for further assistance.  But if you get your account back, you need to be far more responsible in your actions.  You hurt us all by doing something like this.

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

[thethriftycellar]

We were moving and during that time we were still shipping orders from other platforms. Its only orders originating from ebay that the order notifications weren't reaching us so those we were unaware of and didn't get processed. Things happen. It sucks, you can plan all you want but the unexpected still happens. 

As for resolution there are no outstanding refunds to be made as they have all been taken care of, and there are not outstanding orders to ship and no orders with unfilled tracking information.

The link in the email may very well be there, but just like order notifications, we received NO email from ebay of any kind during the period so we do not have that email and cannot get it. The only place the message from ebay appears is in the ebay inbox and there is no option to reply there.

At the end of the day if ebay is a wash it is what it is. I hope it's not but I'm not going to fret over it.
Thanks for taking the time to help.

[thethriftycellar]

There's a lot of very good and useful information in your reply. Thank you for that.

[mam98031]

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@thethriftycellar wrote:

There's a lot of very good and useful information in your reply. Thank you for that.

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I'm glad I could help.  Keep in mind that the sooner you request that one negative to be removed the better your chances of getting it removed.  Ebay has time limits on this stuff, so to file only takes literally a few seconds.

Go to the Seller Help page. Towards the bottom of the screen you will see a place to click on to submit the feedback for removal.

https://www.ebay.com/sellercenter/protections/seller-help

[togrul_edil]

Hello, my account is limited. what is the reason and how will i solve this? please help me

[mam98031]

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@togrul_edil wrote:

Hello, my account is limited. what is the reason and how will i solve this? please help me

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@togrul_edil 

I have no insider knowledge of why your account would be restricted.  Ebay would have sent you an email that explained the issue.  If you would like to copy and paste that into a post here, blacking out any personal information, I'd be happy to take a peek and see if we can extend some help or clarity on the situation.  Without that all anyone can do is guess, which will not help you.

Per your feedback, you have a problem getting your items delivered.  One negative was because your title said they would get 3 bottles, but you shipped 1.  Clarity in how you write your listings is hugely important.

Last summer Ebay updated the rules for INRs for international sellers.  My guess would be this is your issue.

https://export.ebay.com/en/regulations/ebay-policies/shipping-performance-policy-item-not-received-r...

[myrvbiz]

I was told I can't sell anymore. I didn't get the tax except paper in time. I didn't get it from the state in time.

[w-az24]

meCan anyone help me? My account has been suspended. How can I reactivate it?