Anyone have expierence with MC011 Account Restriction?

[showmesurplus]

Hello everyone! We are trying to reach out to the Community to see if anyone has expierenced this and can maybe provide some feedback.

Roughly 24 hours ago, we received a message via the message system that our account was restricted and our listings were removed. They have blocked the ability to list new items, and asked us to resolve any outstanding open cases.

We are largely a Media seller, items such as DVDs, CD's, and vinyls. Of course with the current Covid 19 situation, the Post Office has been having some massive issues with tracking and movement of Media Mail packages. Some packages have been sitting in deep space for weeks at a time. The 2 cases currently open (Item Not Received) are moving as of this morning and I am crossing my fingers they are delivered Tuesday.

Other than resolving the open cases, the email doesn't provide much more details on how to resolve the restriction. Are feedback is great, our seller metrics from my understanding are great, due to the COVID 19 situation we are uanble to reach anyone by phone.  

Roughly a year ago we were asked to verifiy business information and Identity such as SSN, ID, Invoices, Supplier Info, Bank and CC statements, everything was provided and we have been doing great ever since. 

Has anyone went through this process before, and what should be expect moving forward. 

Thanks!

[bar-29368]

With ecommerce, is there even such a thing as a "normal work week" (M-f)?

[mam98031]

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@bar-29368 wrote:
With ecommerce, is there even such a thing as a "normal work week" (M-f)?

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I have one for the most part.  I suppose some do and some don't.  But I do have a life away from the computer and that requires my attention as well.  I make no apologies for that either as I very much enjoy my family and friends.  Well normally.  I'm on withdrawal / cabin fever right now as many of us are.

But still I have never once felt that Ebay has required me to be here 24/7 as you previously stated.

[penguins_dont_fly]

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@bar-29368 wrote:
With ecommerce, is there even such a thing as a "normal work week" (M-f)?

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Yes ... for those who work in a corporate office setting, there is. Even if working from home (CS in the Philippines is closed for the duration) they have a 9ish to 5ish job. eBay employees are corporate employees. They work when the company tells them to work.

The only CS that is available 24/7 is Trust & Safety. They ONLY handle account security issues.

And even us sellers don't work 24/7/365. We may have odd long hours, but we still eat, sleep, shop, and take time to be with with friends and family. Everybody deserves SOME downtime (although some buyers don't seem to understand the concept LOL)

[showmesurplus]

Trying to stay on topic to help others who this may happen to. Hopefully detailing this process will offer a little guidance to others. No response as of this evening. Will keep everyone posted.

[showmesurplus]

Good news this morning.

"We appreciate the additional information that you provided. We recently reviewed your situation further, and in light of the additional details, eBay has reinstated your account.



We understand that this process may have been somewhat inconvenient, but please understand that this was a security measure intended to help protect you and the eBay community.



To help ensure your future trading success, we strongly encourage you to ship items in a timely manner. We would also like to take this opportunity to encourage you to take extra care in accurately and thoroughly describing the value and condition of the items you sell on eBay. By taking a few extra moments to ensure that you are delivering the best customer service possible to your buyers, you greatly increase the chances of having a successful eBay business and avoiding any future account issues that may arise.



We are happy that we have had the opportunity to reinstate this account, and look forward to building a succes."

[bar-29368]

Well the reinstatement is good news, even though they did pretty much give you a spanking when they delivered it.

[yourtreasury]

Yes actually!

I was given an MC011 back in September of 2019 and it wasn’t resolved until December of 2019.

For starters, there are quite a few reasons why you would receive one in the first place:

1. You start selling items too quickly (don’t build up sales too quickly)

2. You are canceling orders too often.

3. You’re new to selling.

I was restricted for the first reason. However I was able to appeal without providing invoices/receipts. Call them directly and asked what you did wrong (they ended up telling me that my items were underpriced and too many were branded).

Call and ask for a second appeal on your account and say you will do anything in your power to follow policy. Trust me, if you’re nice, calm, and understanding, they may reinstate you account (like they did to mine). 

Reply with any updates.

[showmesurplus]

We are not new sellers, we have sold over 800 items a month since the beginning of the year and we are a top rated seller.

All ID verification, supplier invoices and receipts were provided in the past.

The only thing I can guess triggered a restriction were delivery times beyond our control as the majority of our packages ship within 24 hours.

However the downtime was a downer as the income during this pandemic helps a lot. But we are back up and rolling, now just have to work on getting all the listings back up they took down.

[yourtreasury]

Good to hear your back up and running. I also disliked the fact that I had to recreate my listings (made it a pain). 

I’m just going to try and avoid unusual selling activity and high sales activity to avoid anymore restrictions. I’ve been fine ever since as well. 8 transactions from becoming a top rated seller.