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!

[dhbookds]

So how many items aren't delivered?

[showmesurplus]

All items are shipped usually within 24 hours, if not 48 hours, with labels provided through ebays shipping platform. 

We ship 700+ items a month, to review each item for tracking information would be a headache, but if thats something you would suggest we can get started on it.

[bar-29368]

I'd check your seller dashboard first and see what it says for your percentages under each section.

[mam98031]

I am very sorry to hear you are having this problem.  I personally have not experience this specific email but I too ship a lot of stuff via media mail and I've had more issues in the last 45 days than I've had in the last 10+ years.  So I understand that with the amount you ship it must be overwhelming.

My suggestion would be to reach out to the Facebook Team for some assistance.  Since this is a holiday weekend, it is like to be your best option for the quickest help.  Please do keep us informed as if this doesn't work out maybe we can think of something else that might help.

Remind them when you communicate with them via facebook that Ebay has told us they are going to protect us from this vary problem due to covid 19.  So why such a stern warning and sanctions.

https://www.facebook.com/eBayForBusiness/

It's important to be aware of where you post a question on Ebay’s Facebook page.  A comment on one of Ebay’s marketing posts won't be answered, but comments posted directly on Ebay’s page will.

[a_c_green]

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@showmesurplus wrote:

We ship 700+ items a month, to review each item for tracking information would be a headache, but if that's something you would suggest we can get started on it.

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In your Sold Items (Manage All Orders) page, the item's Shipping status is automatically updated in the Actions column on the left. If you do a Ctrl+F search in your browser for any entries on the page showing "Shipped" (and the date) instead of "Delivered" (and the date), you could quickly identify shipments that have not yet arrived and might be in trouble. 

Given the crisis that we're going through, and the USPS in particular, you might want to consider temporarily boosting your default Shipping method to First Class Package instead of Media Mail. MM travels on a space-available basis, and right now the USPS is swamped.

However, is it possible that there is some other problem behind this MC011 issue? A couple of INR claims seems a little minor to result in a mass cancellation and suspension.

[dhbookds]

The 2 cases currently open (Item Not Received) are moving as of this morning and I am crossing my fingers they are delivered Tuesday.

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

asked us to resolve any outstanding open cases.

I would think that would be enough info to figure it out?..........  you need to contact ebay........and yes you can.....and ask for Virus protection because of the mail delays.......  Either go to help/contact/follow ALL the prompts relating to the problem or try to contact them via social media.......Ebay for Business on facebook......Some have use the Twitter Ebay, but I'm not familiar with it.    It may take some time, but it's the only way they are going to know you are responsible enough to seek help.  Could be they will want you to refund the open cases, depending on how long they've been open and how long they've been waiting.......but if you want to get the account reopened, you're going to have to pursue that avenue........

[showmesurplus]

Our seller metrics are fantastic it says our previous and on track record are both top rated status. So even with the delivery issues I still cant believe it triggered the restriction. We will definitely reach out via facebook. Thank you

[vtui_94]

Did you not receive a message detailing either the reason for the restriction or perhaps a link to more information?  I am finding it odd they wouldn't tell you why, granted it's not that I believe it to be but so unusual but I'd certainly check your messages / email and spam/trash folders. 

[mam98031]

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@showmesurplus wrote:
Our seller metrics are fantastic it says our previous and on track record are both top rated status. So even with the delivery issues I still cant believe it triggered the restriction. We will definitely reach out via facebook. Thank you

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I hope you will update us with what you find out.  

Good Luck!

[showmesurplus]

The only direction or feedback to resolve the restriction in the messag ebay sent us informing of us the restriction was to resolve any open cases and then respond to the message. 

We have 2 open cases,  for items not received. Those 2 packages have starting moving in the system and should be delivered tomorrow. I am hoping once they are delivered, and the cases are resolved the restriction can be removed.

The only issue is, I am at the mercy of receiving a response via messages as there is no way to speak with anyone over the phone.  I am hopeful it can be resolved, and that it doesn't take longer than a few days.  I reached out to there business facebook account as well that another member suggested.

Will keep this post updated, and hope for a good resolution.

[showmesurplus]

eBay's Facebook business account replied to us with the following:

"I've taken a look at your account and the type of restriction that you have on your account can only be resolved via email with our specialized team. I see you've taken the correct steps by replying to the message they sent to you. We ask for a bit of patience while they conduct their review. I assure you, once the review has been completed, they will send an email letting you know the outcome. We also ask that you do not reply more than once to the email they sent as it can slow response time. Thank you so much for your continued patience. Have the best possible week! ~Marie"

Hopefully we hear back from eBay directly sooner than later. Thanks everyone.

On a funny note, we did receive our "Congratulations on becoming a top rater seller" message this morning.

[bar-29368]

Doesn't exactly spell out the actual "type of restriction" though does it?

[showmesurplus]

Well, not much to do while we wait for a response, but I have noticed something that may have triggered it. I sort my tracking statues via the suggestion of the member in the comments above. There are over 50 packages that still say "In Transit",  from early April  thru April 18th. However, when you click on the tracking number to check the status it says "Delivered". Somehow it is not updating on the eBay transaction, I wonder if those played a part in the restriction.

Of course I am unable to speak with anyone, and I already responded to the initial message, and don't want to upset them with multiple messages.

😩

[mensoddsntrends_2]

That must be sooooo frustrating!! I have a few media mails that I had hand scanned with receipt April 2 and 7th, that show NOTHING  since! I have not heard from the customers so I assume they got delivered but never scanned.  I had one media that was shipped April 17th and I did hear from that customer, who was soooo very awesome and would NOT let me refund them, they watched the tracking with me and it went from nowhere, to everywhere, states that were not making sense, and after all that... IT GOT DELIVERED on May 20th!

I would be pretty upset if I was big like you and had NO way to contact eBay in this situation. I think you found the problem, that many  "In Transit" assuming late? probably triggered the auto suspend system, maybe? I hope they have your listing saved!! That would be a nightmare! I have seen some get suspended and the listings showed still in ended status, when they tried to relist or sell similar they system would allow it! They had to call eBay and get a spreadsheet type thing of there listing from them to get them back. Just in case that happens to you, call eBay for that!  

I hear only facebook is best for help right now, so you did that so that is good. My only other suggestion is if you try using Pirate Ship (free)  to ship from, which has the same rates for media as eBay, and 1st class is the same as eBay (they are better for most priority, and way better cheaper awesome for Intern'l up to 4lbs)... anyway the sort and history feature is great! You can have a much better handle on your shipments in my experience.  They also give you statistics on your shipping, average rate you spend and places by %. I just am loving them, and my Intern'l sales increased a lot. 

I have no idea how I got to writing all this! Totally side tracked lol. Not even the subject I came her to look up. But if you have any ?'s on Pirate, message me, I have no connection with them, I just have loved how much better they are for my eBay.

Thanks!! SC