Please Help With Managed Payment Issue

[poppystop]

I'm a little individual seller who has been on and off ebay since 1999 (current account since 2015), with no account issues. I received notices from ebay in May or June that if I didn't switch to managed payment, my account would be frozen. So, I did. Everything was fine, nothing on my end changed. All bank account and cc information is the same. June, July and August payments deposited to my bank account with zero problems. In September, ebay withdrew fees from my account to pay the seller fees and also auto-deducted fees for shipping. After a few weeks of wondering where my money was, I contacted ebay and was told there was suspicious activity on the account so if I wanted the money to deposit to my account I needed to send a photocopy front and back of my DL and same with my bank statement! I asked what was suspicious and was then told the account was flagged and transferred me to an "agent" who would further assist me. That agent sent an email asking for PROOF of ownership of items sold. The next agent told me no, it was a misunderstanding about proof of ownership and the documents required are clear photocopies of DL and bank statement. Not one agent (10 so far) can give me a specific answer why the account was suspicious and flagged, only that if I want my money, send documents. When I stated that the account was previously verified, as well as the bank account and cc, the response was ebay doesn't retain documents so you need to resend the information. Again, the account has a stellar rating, has previously been verified and the last straw was an email signed by "Twinkle" with a link to send my documents. Mind you, the English and grammar in the emails is not very good and one of the agents talked to on the phone had kids yelling in the background. When I called her on it, she transferred me to someone else and then that call disconnected. It certainly feels like maybe there is a scam within ebay's system or there is a glitch that they refuse to look into. Thank you for reading and hopefully someone can point me toward the elusive fraud department to get this sorted out. One thing for sure, I will NOT be sending any documents to ebay, especially since they somehow "lost" the previous verified status. Below is the "meat" of the email from Twinkle. Once you are on the page, please upload all your documents and a relevant department would revert back to you within 3 - 5 business days. Please do not worry and be assured that we will certainly make sure that we will reach out to you once we have the relevant answer. Please Note: The documents you need to upload are given below: 1: Government issued Identity proof like (Passport, Driving License) 2: Bank statement ( should not be more than 3 months) (note): While uploading the documents please make sure that it should be: 1: colored, clearly visible. 2: all four sides of the uploaded documents should be visible 3: the documents should not be expired I request you to kindly wait for the time mentioned above. Please be assured your all information is safe and secure with us. In case, if you require any further assistance or clarification for any other concern apart from this, please feel free to contact us again here on the email customer support or you can also contact us by initiating a new chat session; our Live Chat is available 7 days a week. I wish that when you join us, we are connected again so that I get the opportunity to assist you. Kind Regards Twinkle, eBay Payments Team

[mam98031]

@poppystop 

I like some other members I'm sure have a real problem reading a wall of text.  I mean no disrespect to you, but for some of us it is very difficult to read.

If you could take a moment and put your post into paragraphs, it would likely help the number of responses you get on the thread.

I sincerely hope you take this post in the spirit in which it is intended.  I'm only trying to help.

[poppystop]

Thank you!  Posted and closed the app.  Was so mad that I didn't check to see that it formatted wrong. 

Asking ebay to remove and will repost.  Hopefully you see this thank you before it's removed. 🙂

[mam98031]

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@poppystop wrote:

Thank you!  Posted and closed the app.  Was so mad that I didn't check to see that it formatted wrong. 

Asking ebay to remove and will repost.  Hopefully you see this thank you before it's removed. 🙂

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@poppystop 

It isn't "formatted wrong".  It is when you type what you want to say you don't use spacing / return key to put a break between paragraphs.   Hitting the return key twice will create the space between paragraphs.

You don't need to go through and post a new thread.  You can just repost your original post here but edit it to allow for paragraphs.  That should be a whole lot easier than retyping all of that.

[chapeau-noir]

Actually, if OP used the app it doesn't always recognise returns and mashes all the text together.   It's very annoying.

FULL TEXT:  I'm a little individual seller who has been on and off ebay since 1999 (current account since 2015), with no account issues. I received notices from ebay in May or June that if I didn't switch to managed payment, my account would be frozen. So, I did. Everything was fine, nothing on my end changed. All bank account and cc information is the same. June, July and August payments deposited to my bank account with zero problems.

In September, ebay withdrew fees from my account to pay the seller fees and also auto-deducted fees for shipping. After a few weeks of wondering where my money was, I contacted ebay and was told there was suspicious activity on the account so if I wanted the money to deposit to my account I needed to send a photocopy front and back of my DL and same with my bank statement! I asked what was suspicious and was then told the account was flagged and transferred me to an "agent" who would further assist me. That agent sent an email asking for PROOF of ownership of items sold. The next agent told me no, it was a misunderstanding about proof of ownership and the documents required are clear photocopies of DL and bank statement.

Not one agent (10 so far) can give me a specific answer why the account was suspicious and flagged, only that if I want my money, send documents. When I stated that the account was previously verified, as well as the bank account and cc, the response was ebay doesn't retain documents so you need to resend the information. Again, the account has a stellar rating, has previously been verified and the last straw was an email signed by "Twinkle" with a link to send my documents. Mind you, the English and grammar in the emails is not very good and one of the agents talked to on the phone had kids yelling in the background. When I called her on it, she transferred me to someone else and then that call disconnected.

It certainly feels like maybe there is a scam within ebay's system or there is a glitch that they refuse to look into.

Thank you for reading and hopefully someone can point me toward the elusive fraud department to get this sorted out. One thing for sure, I will NOT be sending any documents to ebay, especially since they somehow "lost" the previous verified status.

Below is the "meat" of the email from Twinkle:

"Once you are on the page, please upload all your documents and a relevant department would revert back to you within 3 - 5 business days. Please do not worry and be assured that we will certainly make sure that we will reach out to you once we have the relevant answer.

Please Note: The documents you need to upload are given below: 1: Government issued Identity proof like (Passport, Driving License) 2: Bank statement ( should not be more than 3 months) (note): While uploading the documents please make sure that it should be: 1: colored, clearly visible. 2: all four sides of the uploaded documents should be visible 3: the documents should not be expired I request you to kindly wait for the time mentioned above.

Please be assured your all information is safe and secure with us. In case, if you require any further assistance or clarification for any other concern apart from this, please feel free to contact us again here on the email customer support or you can also contact us by initiating a new chat session; our Live Chat is available 7 days a week.

I wish that when you join us, we are connected again so that I get the opportunity to assist you.

Kind Regards Twinkle, eBay Payments Team" /fulltext

Hopefully someone will be able to help @poppystop - my onboarding was seamless.  MAM knows a lot about this process, though.

[poppystop]

The mashing is exactly what happened!   Was in a hurry and thought it would format properly.  It is very annoying.  To add insult to this whole debacle, someone flagged the corrected post as spam, so now both will be removed. 😞 

[mam98031]

@chapeau-noir 

Thank you for taking the time to do that.  It is greatly appreciated.  I did not know that the app did this.  Boy is that annoying.  Thank you again for doing this.  😍

[albertabrightalberta]

I looked at your account/listings and feedback and I suspect that the category (jewelry), the recent ID change and the limited recent history are what raised red flags. 

As I understand, CS people are working from home, thus the background noise you found annoying. Personally, I admire that CS person for trying to work from home and manage children and a home at the same time! 

[poppystop]

@chapeau-noir thank you for correcting the mash up, even though the post will be removed!  Your efforts and answers are much appreciated.

[mam98031]

@poppystop 

Your prior status with Ebay has nothing to do with registering for the MP [managed payments] program.  MP is required by law to verify the IDs of each person or business entering MP in a certain way.  Ebay has no choice in this, it is federal requirements that drive this.

There are simple things that can cause this process to get interrupted.  For example, if you use a PO box or your name doesn't PERFECTLY match [not even one character difference] between your bank account and the registered name on your Ebay account.  Those are just a couple.  

From what I can see with what you originally wrote, the problem seems to be in WHAT you have sold.  So tell me, What kind of items did you sell?  Was any of it name brand stuff?  Or was it stuff that could be used in lieu of a name brand item?  But just briefly describe what you were selling, that will help to better zero in on the actual problem.

I'll wait to hear from you before I continue.

You should read this too.

https://community.ebay.com/t5/Payments-Resources/Have-questions-about-payments-Check-out-this-post-f...

[mam98031]

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@poppystop wrote:

The mashing is exactly what happened!   Was in a hurry and thought it would format properly.  It is very annoying.  To add insult to this whole debacle, someone flagged the corrected post as spam, so now both will be removed. 😞 

---

@poppystop 

Of you posted a second thread that was a mirror image of what you posted here with the exception of paragraphs in your initial post, it would be tagged as spam, but as a duplicate thread since this one is still active.

[chapeau-noir]

I see absolutely no red flags in @poppystop listings (none running right now, most sold) or why eBay would need proof of ownership - most of it is similar to what many individuals (including myself) might sell, and it's not a sudden ton of stuff.  OP has been here since 2015.

Ugh - need more espresso - edited for missing words.

[mam98031]

@chapeau-noir 

How did you find their listings?  When I use the advanced search for sellers, it returns nothing.

[poppystop]

Name change was after the MP issue began.

I removed all listings when it was apparent e bay was not answering my questions and didn't notify me there was a hold or any suspicions...don't trust or want to PAY e bay to give away my items and keep the money.

The last sale was in mid September and the issue began in October.

Account was verified and working properly from June.

E bay was already sent any requested documents to verify the account, which is a five year old account.

I sell old jewelry and other old things.

There have been zero flags, concerns, suspicions, etc. on my account.  EVER.

Thank you everyone so far for your input to help solve this puzzle! 

[poppystop]

Oh, and there were no changes to my address, bank account or cc before or after switching to MP. 

Everything is the same as it was when the account opened in 2015.