eBay

plants_n_fins · ‎10-11-2022

Anyone made it through this?

I have a legitimate business with a brick and mortar retail store, EIN, Suppliers/distributors, the whole works. I have been in business for years.

I started putting up listings on ebay to start an e-commerce expansion to my retail store.

Then sales picked up... and they restricted my account requesting info that I had already provided when I first opened the account (DL, Bank Statement, etc etc)

I have had numerous conversations with ebay support over phone and chat. I get different answers, they have no idea about anything it seems. I have read horror stories of accounts becoming permanently restricted, and having the restriction lifted and still not having listings.

I can not get them to tell me if I will have the same search result performance when lifted, if I will have watchers of my listings still, and they cant even say they will prorate my monthly ebay shop fee.

How can they just shut a business down like this and have no answers, no one to talk to, and no recourse to the negative business impacts?

Also, I was told on the phone by a support rep in another country, that the "dedicated US support" given to the 4th and 5th tiers of business accounts is not real. They are all still funneled through other countries. I was shocked they admitted that over the phone!

Someone tell me they made it through this and how!?

Thank you

fashunu4eeuh · ‎10-11-2022

Hi, sorry to hear about this difficulty.

Did you provide the documentation to eBay as requested? Even tho it seems redundant, the request is a standard operating procedure with eBay, even tho the info was already provided when signing up.

What method are you using to talk to customer service? If you are talking to the overseas subcontracted reps, they have no authority and read from scripts. They have been known to give contradictory info and bad advice. That business about US support not existing, that is likely misinformation.

As you did here, bring your questions and concerns to the forum and you’ll find knowledgable responders who can point you in the right direction. For US-based CSRs, i recommend using eBay’s Facebook for Business message portal for solid advice and assistance.

Best of luck to you.

monster-deals · ‎10-11-2022

@plants_n_fins wrote:

Then sales picked up... and they restricted my account requesting info that I had already provided when I first opened the account (DL, Bank Statement, etc etc)

Yeah, do what they ask. Do it yesterday.

donsdetour · ‎10-11-2022

Use the face book eBay pages for contacting eBay: real and not outsourced CS.

Have you had any canceled sales?

Have you had to refund folks?

Have you had any counterfeit claims by eBay or VERO?

Have you let others sign in to eBay using your system?

Ever have a different account on your IP addy?

As you can see a lot of reasons to find one self this way:

What was the fist reason for restricting your account?

plants_n_fins · ‎10-11-2022

thank you for the FB ebay tip. I will do that.

I have had cancels and refunds, but not enough that it should warrant a restriction. I am and maintain a "top rated seller" status, so I don't believe any cancellations, refunds, or claims would have sparked this. I maintain great stats. I think it was triggered by a large increase in sales in a short period of time. I had my business on ebay for months with maybe only 30 listings and then did a bulk listing of about 1500 products within a week. Obviously, my gross sales increased from that in a short period of time (probably went from 2k in gross sales in aug to 13k in gross sales for sept)

So success is a reason to suspect a business and hurt them with no recourse I guess. 😞

plants_n_fins · ‎10-11-2022

I submitted the docs to them within 5 minutes of being restricted... wish they were as fast to review it :(.

Also, its troubling they don't verify they receive it. there is no one to contact to make sure it went through or that the docs are correct. You have to sit and wait to see if they want more...

plants_n_fins · ‎10-11-2022

I provided the documentation within 5 minutes of getting restricted. I have no confirmation it was received though. And with the level of support/service/knowledge I am getting from CS, I trust nothing anymore.

This is standard procedure to shut people down and hold their money... even though they pay for services they are not receiving? I have business partners that have been on ebay for over a decade and never had this happen.

Thank you for the advice on CS. I will make sure to try there. I was considering upgrading to the "anchor store" level for dedicated support until a rep told me it doesn't mean anything and that everything gets routed the same anyway.

ckimodog · ‎10-11-2022

@plants_n_fins

Sorry for your situation. I noticed you sold several "Mystery" snails?...I'm thinking this may have been one of the reasons that caused your restriction. Mystery items of any kind not allowed on ebay. They are considered chance listings.

You have a lot of feedback that isn't so favorable as well and you've been a seller less than a year. How long are you suspended for?

Hopefully it goes fast. Don't put "mystery" in your listings anymore once your suspension is lifted or Ebay could permanently suspend you. I know you don't want that outcome.

Good luck.

monica-sells · ‎10-11-2022

"...I have business partners that have been on ebay for over a decade and never had this happen..."

This is the key statement....."they have been for a LONG time"

there is always scrutiny when your sales pick up...remember, they probably don't see the other side of the equation (when you increased your listings dramatically to cause the spike in sales). All they saw was a nice increase in sales from a "new" seller......

be patient....follow the protocols (instructions) and you should be fine if there are no other issues....

be prepared to supply wholesale invoices to prove item purchases (Brand New Listings) for your B&M/eBay Store

plants_n_fins · ‎10-11-2022

Mystery Snails is actually what those snails are called. It's a dumb name, I know, but it's not actually a mystery, its just their name unfortunately.

And with live goods (plants and snails) it is hard to maintain stellar feedback as there are much more variables for buyers to evaluate on and things that can go wrong in shipping. I started with a 90% positive and have been working it back up to 96% with the recent 1500 dry goods I listed (as dry goods seem to never have negative feedback)

ckimodog · ‎10-11-2022

@plants_n_fins

Unfortunately the bots probably picked up on that word, which set off the red flag. Perhaps you could list them as "assorted?" Just a suggestion. Looks like you have a very nice shop and obviously you're selling quite a bit. Kudos!

Like others have advised, just make sure you follow protocol where rules and policies are concerned and you'll be back in business before you know it.

All the best.

ladyindecadence · ‎10-11-2022

I have a 4th tier store and I always have almost no wait time to talk to a US based customer service representative when I call ebay. The US based customer service is generally very good at resolving any problems I have quickly. This is the only reason I have not downgraded my store subscription to a lower tier as I feel the better customer service is worth the expense.

toy_gold · ‎10-11-2022

Thanks for the information

monster-deals · ‎10-11-2022

@plants_n_fins wrote:
I submitted the docs to them within 5 minutes of being restricted... wish they were as fast to review it :(.
Also, its troubling they don't verify they receive it. there is no one to contact to make sure it went through or that the docs are correct. You have to sit and wait to see if they want more...

there is but it takes luck to get ahold of that person. A direct message by twitter of FB will do wonders