Accounts getting restricted for failing irrelevant questions?

[sframe-collects]

I've bought figurines from Ebay before, and sold 1 at $460 in March, with no dispute.

This month (end of April), I tried listing a collectable scroll for $50. A few minutes after posting, the listing got pulled down, and my account is restricted while I was trying list a figure for $380.

I contacted live chat support, provided proof of purchase for the two items (photos of the physical invoices with tracking numbers), and then proceeded to answer security questions that asked if I've ever been associated to the addresses they've listed. I replied accordingly per their prompts - i.e., "I have never been associated with any of these addresses".

And then I'm told that my account's restriction is now permanent.

Seriously. What the hell. I'm in San Francisco, and I've only ever had my name associated with Bay Area addresses, yet the addresses provided had nothing to do with me.

I can't conceive of any valid reason why my account would be suspicious - Ebay's $500 monthly limit is pretty restrictive, but my sales are still priced within that margin. I've a flawless newborn account that has yet to get any sort of negative feedback. I'm at a complete loss; can somebody tell me what went wrong?

[sframe-collects]

Chat log 1, for reference:

2022 - 05 - 01

04:01:55 UTC Maria Elizabeth

Hi Austin, my name is Maria, please allow me a few moments to catch up on your conversation so far.

04:02:11 UTC Maria Elizabeth

I hope all is well with you.

04:02:41 UTC Maria Elizabeth

I am very sorry to know about what happened on your account and I understand you would like further assistance in reinstating it.

04:02:46 UTC Maria Elizabeth

No worries as I am more than willing to have this matter checked for you.

04:02:53 UTC Maria Elizabeth

Let me put our session on hold to check your account. I'll get back to you the soonest.

04:03:01 UTC sframe-collects

Thanks.

04:04:32 UTC Maria Elizabeth

First of all, I assure you that you are not being singled out as a member. In the interest of maintaining a safe trading environment, we sometimes ask members to verify their information, business practices, or merchandise before continuing to buy/sell on eBay.

04:04:38 UTC Maria Elizabeth

As we need to verify your account, we stopped your activities until further verification and thus, placing a restriction.

04:04:46 UTC Maria Elizabeth

Now, in order to have your account verified and a possible lifting of the restriction, I will need to ask you some questions first. Would that be okay?

04:05:18 UTC sframe-collects

Strange, since I've done business with you guys in March, but please proceed.

04:05:38 UTC Maria Elizabeth

Austin, these actions are not necessarily meant to be a reflection of your account's activity, but rather a preventative measure.

04:07:06 UTC Maria Elizabeth

I’m just checking to see if you are still online with me?

04:07:28 UTC sframe-collects

Yes, I understand - at the severe cost of convenience. Let us proceed with haste - besides the item I was trying to sell that got taken down,

04:07:29 UTC sframe-collects

I have another item in waiting that I would like to list within the next hour while I still haven't used up my monthly limit yet.

04:08:45 UTC Maria Elizabeth

Austin, as explaine earlier, we sometimes restrict selling activity, end active items, or suspend accounts until additional information can be verified or obtained to help you be a successful seller and ensure a safe experience on eBay.

04:08:52 UTC Maria Elizabeth

I will be askinf you some questions now.

04:08:58 UTC sframe-collects

Please do.

04:09:04 UTC Maria Elizabeth

Thank you.

04:09:08 UTC Maria Elizabeth

What other type of items are you planning to sell?

04:09:22 UTC sframe-collects

Figurines and collectables from Japan

04:10:03 UTC sframe-collects

And perhaps posters and books in the future.

04:10:12 UTC Maria Elizabeth

Are the items new or used?

04:10:40 UTC sframe-collects

I intend to only sell new items, but I won't say that I won't sell used items in the future either.

04:10:51 UTC Maria Elizabeth

Thanks for confirming.

04:11:25 UTC Maria Elizabeth

Austin, for additional verification, we require you to send us proof of purchase for the items you are selling.

04:11:30 UTC Maria Elizabeth

Once you have obtained these documents, please upload it to your account via the link below: http://ocsnext.ebay.com/ocs/mudcwf?deptName=USRiskManagement

04:12:12 UTC sframe-collects

For which items specifically?

04:12:53 UTC Maria Elizabeth

All the items you will be selling. We just need to verify this.

04:13:55 UTC sframe-collects

I assume the scroll and the Plusone figure then; give me a few minutes to pull out their invoices.

04:15:16 UTC Maria Elizabeth

Sure.

04:16:23 UTC Maria Elizabeth

I’m just checking to see if you are still online with me?

04:16:52 UTC sframe-collects

I hope that that last message was an automated one. I just said that I would need a few minutes.

04:17:46 UTC Maria Elizabeth

Austin, we can only wait for a maximum of 2 minutes as there are also other customers waiting. I appreciate your understanding. Once we received these documents, we will then review your account for possible reinstatement.

04:18:37 UTC sframe-collects

Will that link still be valid when I restart this conversation?

04:18:46 UTC Maria Elizabeth

Yes.

04:18:55 UTC sframe-collects

Great. See you in a bit then.

04:19:03 UTC Maria Elizabeth

We greatly appreciate your understanding and we look forward in receiving your documents to review your account as soon as possible. Have a good day!

04:19:05 UTC

Chat ended by Maria Elizabeth

[sframe-collects]

Chat log 2, continuing from previous chat, for reference:

2022 - 05 - 01

04:30:34 UTC Ma. Irish

Hi, my name is Ma. Irish, please allow me a few moments to catch up on your conversation so far.

04:32:52 UTC Ma. Irish

Hi Austin nice to meet you.

04:33:00 UTC Ma. Irish

I hope you are doing well today.

04:33:38 UTC sframe-collects

Hopefully better than the last agent at least, thanks. Hope all is well and safe for you as well.

04:35:17 UTC sframe-collects

I assume you're catching up with the previous chatlog, but let me know if you'd like me to reiterate the issue.

04:36:03 UTC Ma. Irish

No worries since you have me on the line I will definitely do my best to assist you regarding to your restricted account.

04:37:12 UTC sframe-collects

Great, thanks.

04:37:35 UTC Ma. Irish

I am not sure if you have gone through a similar verification process in the past, but allow me to do a high level verification so I can quickly help you with your account. I will ask you 3 to 4 random questions based from the information available in public database. Once you have provided the answers, the system will automatically tell us that the verification was successful. These questions might seem quite random at first but bear with me. Do you have any questions first or can we begin?

04:38:20 UTC sframe-collects

Inconvenient, but I understand it's not your fault. Please proceed.

04:38:36 UTC Ma. Irish

Which of the following addresses have you ever been associated with? The addresses listed may be partial, misspelled or contain minor numbering variations from your actual address 4057 Promontory Street 4067 West Michigan Avenue 5795 Christine Court 5809 Camp Street 633 East 27th Street I have never been associated with any of these addresses

04:39:49 UTC sframe-collects

" I have never been associated with any of these addresses"

04:40:10 UTC Ma. Irish

Which of the following addresses have you ever been associated with? The addresses listed may be partial, misspelled or contain minor numbering variations from your actual address 1688 Noreen Drive 2050 East Fir Avenue 2848 Glenn Avenue 5234 Della Avenue 725 San Remo Road I have never been associated with any of these addresses

04:40:29 UTC sframe-collects

"I have never been associated with any of these addresses"

04:41:07 UTC Ma. Irish

Based on your background, in what city is 4264 Carr 494 Park? The addresses listed may be partial, misspelled or contain minor numbering variations from your actual address Los Angeles Montebello Santa Rosa Sunland Victorville I have never been associated with this address

04:41:32 UTC sframe-collects

"I have never been associated with this address"

04:43:03 UTC Ma. Irish

Thank you for answering the questions. I am sorry to tell you that the verification has failed.

04:43:14 UTC Ma. Irish

Upon reviewing your account, we have decided not to remove the restriction. It shows that the account may post a risk to our community. Due to this, the account will remain suspended permanently.

04:43:18 UTC Ma. Irish

Please be aware that we do not make decisions like this lightly, so we have spent some time reviewing your case.

04:43:22 UTC sframe-collects

Uhh. What the hec?

04:43:54 UTC sframe-collects

I'm from San Francisco by the way.

04:44:05 UTC Ma. Irish

While we know this isn't the response you wished to receive, But, please understand that this decision is final.

04:45:21 UTC sframe-collects

...Uhm... seriously, I don't understand. Has my account been hacked or something? I've just sold one item, and tried to sell 2 more this month, and now I can't?

04:46:21 UTC sframe-collects

Can you raise this with your supervisor?

04:47:04 UTC Ma. Irish

AS far as I can see here that there is no unauthorized activity on your account. As much as I would like to provide you the specific reason, I am afraid that we do not give this to our members as we do not want our policy to be circumvented or manipulated by any one.

04:48:01 UTC Ma. Irish

Even if you talk to the supervisor it will be the same your account is restricted no one can reinstate your account. I hope you understand.

04:48:47 UTC sframe-collects

That's fine that you're trying to keep your platform safe, and hence why I've started trying to move some of my sales here out of buyer trust. However I've done nothing wrong.

04:49:04 UTC sframe-collects

This is kind of just straight up mistreatment of your partners. 😕

04:50:11 UTC sframe-collects

Other than just telling me that you don't want to do business for what's likely a system error, I don't understand.

04:50:34 UTC sframe-collects

None of those questions were fair - they've had nothing to do with me or my name.

04:50:57 UTC sframe-collects

I've always only lived in the Bay Area.

04:51:42 UTC Ma. Irish

I understand how you feel. This restriction is permanent. You will not be able to participate in any buying or selling activities on eBay, there is no further opportunity for appeal on this decision.

04:52:47 UTC sframe-collects

Wow. Welp, Ebay's surprisingly pretty screwed up I guess... sucks to be in your position to have to tell people this too.

04:56:20 UTC Ma. Irish

I understand how you feel however the restriction is permanent. While we know this isn't the response you wished to receive, But, please understand that this decision is final.

04:57:58 UTC Ma. Irish

I haven't received anything from you for a while. I am just checking to see if you are still connected.

04:58:00 UTC

Chat ended by sframe-collects

[lepke1979]

Did they say it was because of the address or do you think that was the reason? Particularly when unless they do a background check (for all I know they do). They aren't going to know anything about where you may or may not have lived. Plus, not seeing anything about addresses in the chat log you posted.

What possibly happened is you're selling expensive stuff. And you got flagged because they think it could be stolen because of the area you're in. And don't trust or think your invoices are good enough. Or possibly want more.

[sframe-collects]

For some reason, my 2nd chat log transcript didn't post; here it is:

2022 - 05 - 01

04:30:34 UTC Ma. Irish

Hi, my name is Ma. Irish, please allow me a few moments to catch up on your conversation so far.

04:32:52 UTC Ma. Irish

Hi Austin nice to meet you.

04:33:00 UTC Ma. Irish

I hope you are doing well today.

04:33:38 UTC sframe-collects

Hopefully better than the last agent at least, thanks. Hope all is well and safe for you as well.

04:35:17 UTC sframe-collects

I assume you're catching up with the previous chatlog, but let me know if you'd like me to reiterate the issue.

04:36:03 UTC Ma. Irish

No worries since you have me on the line I will definitely do my best to assist you regarding to your restricted account.

04:37:12 UTC sframe-collects

Great, thanks.

04:37:35 UTC Ma. Irish

I am not sure if you have gone through a similar verification process in the past, but allow me to do a high level verification so I can quickly help you with your account. I will ask you 3 to 4 random questions based from the information available in public database. Once you have provided the answers, the system will automatically tell us that the verification was successful. These questions might seem quite random at first but bear with me. Do you have any questions first or can we begin?

04:38:20 UTC sframe-collects

Inconvenient, but I understand it's not your fault. Please proceed.

04:38:36 UTC Ma. Irish

Which of the following addresses have you ever been associated with? The addresses listed may be partial, misspelled or contain minor numbering variations from your actual address 4057 Promontory Street 4067 West Michigan Avenue 5795 Christine Court 5809 Camp Street 633 East 27th Street I have never been associated with any of these addresses

04:39:49 UTC sframe-collects

" I have never been associated with any of these addresses"

04:40:10 UTC Ma. Irish

Which of the following addresses have you ever been associated with? The addresses listed may be partial, misspelled or contain minor numbering variations from your actual address 1688 Noreen Drive 2050 East Fir Avenue 2848 Glenn Avenue 5234 Della Avenue 725 San Remo Road I have never been associated with any of these addresses

04:40:29 UTC sframe-collects

"I have never been associated with any of these addresses"

04:41:07 UTC Ma. Irish

Based on your background, in what city is 4264 Carr 494 Park? The addresses listed may be partial, misspelled or contain minor numbering variations from your actual address Los Angeles Montebello Santa Rosa Sunland Victorville I have never been associated with this address

04:41:32 UTC sframe-collects

"I have never been associated with this address"

04:43:03 UTC Ma. Irish

Thank you for answering the questions. I am sorry to tell you that the verification has failed.

04:43:14 UTC Ma. Irish

Upon reviewing your account, we have decided not to remove the restriction. It shows that the account may post a risk to our community. Due to this, the account will remain suspended permanently.

04:43:18 UTC Ma. Irish

Please be aware that we do not make decisions like this lightly, so we have spent some time reviewing your case.

04:43:22 UTC sframe-collects

Uhh. What the hec?

04:43:54 UTC sframe-collects

I'm from San Francisco by the way.

04:44:05 UTC Ma. Irish

While we know this isn't the response you wished to receive, But, please understand that this decision is final.

04:45:21 UTC sframe-collects

...Uhm... seriously, I don't understand. Has my account been hacked or something? I've just sold one item, and tried to sell 2 more this month, and now I can't?

04:46:21 UTC sframe-collects

Can you raise this with your supervisor?

04:47:04 UTC Ma. Irish

AS far as I can see here that there is no unauthorized activity on your account. As much as I would like to provide you the specific reason, I am afraid that we do not give this to our members as we do not want our policy to be circumvented or manipulated by any one.

04:48:01 UTC Ma. Irish

Even if you talk to the supervisor it will be the same your account is restricted no one can reinstate your account. I hope you understand.

04:48:47 UTC sframe-collects

That's fine that you're trying to keep your platform safe, and hence why I've started trying to move some of my sales here out of buyer trust. However I've done nothing wrong.

04:49:04 UTC sframe-collects

This is kind of just straight up mistreatment of your partners. 😕

04:50:11 UTC sframe-collects

Other than just telling me that you don't want to do business for what's likely a system error, I don't understand.

04:50:34 UTC sframe-collects

None of those questions were fair - they've had nothing to do with me or my name.

04:50:57 UTC sframe-collects

I've always only lived in the Bay Area.

04:51:42 UTC Ma. Irish

I understand how you feel. This restriction is permanent. You will not be able to participate in any buying or selling activities on eBay, there is no further opportunity for appeal on this decision.

04:52:47 UTC sframe-collects

Wow. Welp, Ebay's surprisingly pretty screwed up I guess... sucks to be in your position to have to tell people this too.

04:56:20 UTC Ma. Irish

I understand how you feel however the restriction is permanent. While we know this isn't the response you wished to receive, But, please understand that this decision is final.

04:57:58 UTC Ma. Irish

I haven't received anything from you for a while. I am just checking to see if you are still connected.

04:58:00 UTC

Chat ended by sframe-collects

[sframe-collects]

For some reason, my 2nd chat log transcript isn't post, perhaps because of HTML code from copy-pasting; here it is as plain text:

2022 - 05 - 01
04:30:34 UTC Ma. Irish
Hi, my name is Ma. Irish, please allow me a few moments to catch up on your conversation so far.
04:32:52 UTC Ma. Irish
Hi Austin nice to meet you.
04:33:00 UTC Ma. Irish
I hope you are doing well today.
04:33:38 UTC sframe-collects
Hopefully better than the last agent at least, thanks. Hope all is well and safe for you as well.
04:35:17 UTC sframe-collects
I assume you're catching up with the previous chatlog, but let me know if you'd like me to reiterate the issue.
04:36:03 UTC Ma. Irish
No worries since you have me on the line I will definitely do my best to assist you regarding to your restricted account.
04:37:12 UTC sframe-collects
Great, thanks.
04:37:35 UTC Ma. Irish
I am not sure if you have gone through a similar verification process in the past, but allow me to do a high level verification so I can quickly help you with your account. I will ask you 3 to 4 random questions based from the information available in public database. Once you have provided the answers, the system will automatically tell us that the verification was successful. These questions might seem quite random at first but bear with me. Do you have any questions first or can we begin?
04:38:20 UTC sframe-collects
Inconvenient, but I understand it's not your fault. Please proceed.
04:38:36 UTC Ma. Irish
Which of the following addresses have you ever been associated with? The addresses listed may be partial, misspelled or contain minor numbering variations from your actual address 4057 Promontory Street 4067 West Michigan Avenue 5795 Christine Court 5809 Camp Street 633 East 27th Street I have never been associated with any of these addresses
04:39:49 UTC sframe-collects
" I have never been associated with any of these addresses"
04:40:10 UTC Ma. Irish
Which of the following addresses have you ever been associated with? The addresses listed may be partial, misspelled or contain minor numbering variations from your actual address 1688 Noreen Drive 2050 East Fir Avenue 2848 Glenn Avenue 5234 Della Avenue 725 San Remo Road I have never been associated with any of these addresses
04:40:29 UTC sframe-collects
"I have never been associated with any of these addresses"
04:41:07 UTC Ma. Irish
Based on your background, in what city is 4264 Carr 494 Park? The addresses listed may be partial, misspelled or contain minor numbering variations from your actual address Los Angeles Montebello Santa Rosa Sunland Victorville I have never been associated with this address
04:41:32 UTC sframe-collects
"I have never been associated with this address"
04:43:03 UTC Ma. Irish
Thank you for answering the questions. I am sorry to tell you that the verification has failed.
04:43:14 UTC Ma. Irish
Upon reviewing your account, we have decided not to remove the restriction. It shows that the account may post a risk to our community. Due to this, the account will remain suspended permanently.
04:43:18 UTC Ma. Irish
Please be aware that we do not make decisions like this lightly, so we have spent some time reviewing your case.
04:43:22 UTC sframe-collects
Uhh. What the hec?
04:43:54 UTC sframe-collects
I'm from San Francisco by the way.
04:44:05 UTC Ma. Irish
While we know this isn't the response you wished to receive, But, please understand that this decision is final.
04:45:21 UTC sframe-collects
...Uhm... seriously, I don't understand. Has my account been hacked or something? I've just sold one item, and tried to sell 2 more this month, and now I can't?
04:46:21 UTC sframe-collects
Can you raise this with your supervisor?
04:47:04 UTC Ma. Irish
AS far as I can see here that there is no unauthorized activity on your account. As much as I would like to provide you the specific reason, I am afraid that we do not give this to our members as we do not want our policy to be circumvented or manipulated by any one.
04:48:01 UTC Ma. Irish
Even if you talk to the supervisor it will be the same your account is restricted no one can reinstate your account. I hope you understand.
04:48:47 UTC sframe-collects
That's fine that you're trying to keep your platform safe, and hence why I've started trying to move some of my sales here out of buyer trust. However I've done nothing wrong.
04:49:04 UTC sframe-collects
This is kind of just straight up mistreatment of your partners. 😕
04:50:11 UTC sframe-collects
Other than just telling me that you don't want to do business for what's likely a system error, I don't understand.
04:50:34 UTC sframe-collects
None of those questions were fair - they've had nothing to do with me or my name.
04:50:57 UTC sframe-collects
I've always only lived in the Bay Area.
04:51:42 UTC Ma. Irish
I understand how you feel. This restriction is permanent. You will not be able to participate in any buying or selling activities on eBay, there is no further opportunity for appeal on this decision.
04:52:47 UTC sframe-collects
Wow. Welp, Ebay's surprisingly pretty screwed up I guess... sucks to be in your position to have to tell people this too.
04:56:20 UTC Ma. Irish
I understand how you feel however the restriction is permanent. While we know this isn't the response you wished to receive, But, please understand that this decision is final.
04:57:58 UTC Ma. Irish
I haven't received anything from you for a while. I am just checking to see if you are still connected.
04:58:00 UTC
Chat ended by sframe-collects

[wastingtime101]

---

@sframe-collects wrote:

04:11:25 EBAY

Austin, for additional verification, we require you to send us proof of purchase for the items you are selling.

04:12:12 UTC sframe-collects

For which items specifically?

04:12:53 EBAY

All the items you will be selling. We just need to verify this.

04:13:55 UTC sframe-collects

I assume the scroll and the Plusone figure then; give me a few minutes to pull out their invoices.

---

You'll need to give them the receipts for not only the 2 items you already listed, but for the items you intend to sell that you haven't listed yet @sframe-collects, otherwise they can put your account right back on restriction when you try to list the next item.

[sframe-collects]

Yeah, for some reason the 2nd chat log I posted didn't show up, but it seems to be showing now that I tried reposting as plain text.

As mentioned in that 2nd chat log (which took place after I sent pictures of my invoices), they won't tell me why.

For reference, here are the pictures I sent them (they were uncensored of course; censoring last name and address here because it's public):

[sframe-collects]

Yep, I sent them receipts for the items I'll be selling. (Pictures posted above; censored private here because public forum)

[wastingtime101]

Yeah, I must have been typing my above post at the same time you were posting the 2nd chat log.

Really sorry man, but in these situations eBay doesn't even let people appeal. We see a lot of suspensions and never know why they happened.

I went through that process with them once and one of the rando addresses they brought up was different, but similar to an old address of mine so I was able to continue with verifying my identity. I only lived at that address for one summer several years ago and barely remembered it.

[luckythewinner]

If you google those addresses you will find a number of "hits" and the names of people who live (or have lived) there. 

I would google them and see if your name or the name of someone linked to you shows up. 

[sframe-collects]

So... I'm not going insane right?

I've literally never lived anywhere outside the Bay Area. I moved once from San Francisco to Marin County, and now back to San Francisco. 

The closest they got was Santa Rosa, but that's still a whole county over, and I've never moved or lived there; I just answered honestly. >.>

[wastingtime101]

It's been a while so my memory is foggy, but I think in my case I recognized a street name - but they changed the building number and associated it with a different city.

Ex: if I had lived at

123 Awesome Street

Best City, CA

they presented an address like

456 Awesome Street

Second Best City, CA

I was able to connect the street name and give them the 123 Awesome Street address to continue with the verification process.

[sframe-collects]

Well... no surprise, google's having no issues finding people with the exact same name as me (curse my Asian lineage).

If that's the level Ebay's going by for their identification process, anybody with similarly common last names like "Smith", "Lee", "Chang", "Lopez", etc paired with overused first names are going to be screwed too.

Is it my fault my parents decided to name me Austin and I decided to go with it? Dx

[sframe-collects]

Closest address would have been "Carr", but only by two letters (the address I have in mind also had "ar" and was four letters long. It's a huge stretch though; most of the other answers would have been valid as well at that point...