Two weeks ago I was asked to submit documentation for routine seller verification, as part of the process my account would be restricted and payments suspended while the documents were verified. Normally not a big deal but this time I received the following message once my documents had been accepted:
Thank you for contacting us regarding your eBay account. We understand your concern and we'll be happy to assist you today.
Thank you for providing clarification regarding the name on the account and the documents provided. After reviewing your account, we will need one more piece of information before we can move forward with the appeal.
Please provide delivery confirmation for the items you have sold so far. You will need to address any outstanding orders that need to be shipped. There are some items that are pending shipment. Thank you for providing tracking numbers for all your shipped orders. There are some items that are still in transit, so these cases may be resolved if:
-- The buyer adds a follow-up comment to a Feedback comment, reporting that the item has been delivered.
-- The buyer writes to eBay letting us know that the item has been delivered.
-- The tracking number shows the item has been delivered.
-- You can also provide proof of a refund to the buyer.
When you have successfully delivered all outstanding sales on your account, you may appeal this restriction further. At that time, we will be happy to review your account again.
I use eBay Labels so shipping and tracking information are automatically uploaded, at the time I received this message I had 1 return request (approved and waiting for buyer to ship) and roughly 20 orders in transit or ready to ship. I have/had no unresolved cases for lost items, failure to deliver or anything else.
Even though eBay already has access to my shipping records, tracking and delivery confirmation, I have been responding to the e-mail with daily updates for all orders. I continued to sell items as I had over 500 listings, in 23 years I have sold over 24,000 items... lately averaging 100 to 200 per month. In February I shipped 240 orders, all but 10 had been shipped or delivered prior to suspension. The 10 orders that had yet to ship were placed on the day of suspension. Continuing to sell was a bad plan - my "appeal" remained unanswered because I always had new orders in transit.
Today I contacted eBay for help and was told that, in order to be compliant with the e-mail I couldn't request a back-office review until all orders have been delivered, then it would 24 to 48 hours before the request would be responded to and another 48 to 72 hours to conduct the review. To make this happen I would need to delete my listings and have no further sales until the review is complete.
This doesn't make sense to me - I am a top rated seller with no outstanding claims or cases and a 100% on time shipment rate- trusted enough to continue selling but not trusted enough to get paid for orders that have shipped and delivered. I have never had anything like this happen to my account.
Have you had a similar experience? How did you resolved the requirement that all orders be delivered prior to your payouts being reinstated? I have never been notified of what policy violation resulted in my payments being suspended because it a "back office" matter that front CS reps cannot access. Back office investigators are not required to justify their decisions, I have no idea what to do.
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