Selling Privileges are Restricted due to "Extremely Bad" Level of INR%

[admart_786]

I got this email from ebay "Upon evaluation of your recent transactions, we noticed that the INR% (item not received rate) of your eBay account is "extremely bad" level. Pursuant to our eBay user agreement and eBay policies, we regret to inform you that your eBay account will be restricted."
Can any please tell me is my account permanently suspended or is there any chance to get my account back? 

[ms.rodriguez*]

Can you start a listing? If yes, you are still here but on "thin ice."   Perhaps there is a limit into how many listings you can have.  You must ship with tracking and you must ship the item immediately after the payment is received.  You must upload tracking #s for each item that you ship immediately after you ship it.   Goodluck.

[coolections]

First thing you need to do before even asking if you can sell again is figure out "why" you have all those INR claims.

OK, after asking the question I saw your sold listings. You are a drop shipper so I would suggest you stop doing that and instead purchase the items and then resell them.

[stainlessenginecovers]

Looks like you had listings and they've all been removed. 

Looks like you are completely restricted from selling for good, permanently.

Looks like you were drop shipping and 1,2 or all 3 things were happening.

Your 'drop shipper' wasn't shipping

Your 'drop shipper' wasn't giving you the tracking numbers (or the were and you were NOT loading them)

Your 'drop shipper' took longer to 'deliver' than your listings stated, for that many INR's to have been opened in the first place. 

[itsjustasprain]

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@admart_786 wrote:

Can any please tell me is my account permanently suspended or is there any chance to get my account back? 

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You are registered in Pakistan but selling items that appear to be delivered locally in the U.S. according to feedback you have received. Comments suggest local delivery people are dropping off items and sometimes delivering damaged or incomplete orders.

One of the complaints in your feedback involves a PEN+GEAR item which is a Walmart brand. If you are waiting to sell an item and then ordering it from Walmart to be delivered to the buyer you need to stop doing that. You are not dropshipping as Walmart does not offer a dropshipping service. What you are doing in a case like that is retail arbitrage - buying something at retail after selling something you do not own - and Ebay does not allow that.

[ckimodog]

@admart_786 

Looks like you were drop shipping from a 3rd party and that is not allowed. 

Drop shipping and product sourcing 

"However, listing an item on eBay and then purchasing the item from another retailer or marketplace that ships directly to your customer is not allowed on

eBay.

Using Walmart as the source was also a risk as they don't allow drop shipping.  Seems to be a trend in Pakistan and eBay is just letting you know you can't do this or the result is very clear, restriction/suspension and no one here can help you.  Sorry.  If you can't abide by the rules, you can't sell on eBay. 

Good luck to you with future career opportunities.

[Anonymous]

I am having the same issue except, I am not a drop shipper. I own my inventory. Furthermore, despite 8 disputes for 4 orders,  only 1 dispute (1 item) was resolved by refunding to the UK buyer . Another order (4 items) were actually delivered so the 4 dispute requests were closed in our favor. Another order (2 items) were also closed by refunding the buyer but then I contacted buyer to collect the items because items were sent back due to customs problem and then returned to destination country once again, for this reason the buyer left the positive feedback calling us " honest seller ". Another order (1 item), for which dispute request was made by the buyer, was finally delivered to the buyer. Noteworthy to mention here, UK seems to be the worst destination with no tracking update so we don't know for sure if the buyer really didn't receive the item as another buyer from UK didn't make dispute request despite tracking never showed item as " delivered ". Also, when reviewing account for INR% does ebay take into account messages sent / received from buyer and the feedbacks left and the previous history? thanks in advance for any help.

[inhawaii]

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@Anonymous wrote:

I am having the same issue except, I am not a drop shipper. I own my inventory. Furthermore, despite 8 disputes for 4 orders

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You have 8 disputes for 4 orders?

That's 2 disputes per order.

Very interesting.

[Anonymous]

Thanks for your reply / comment. Not very helpful though but it seems you didn't read the whole post. In short, the INR% for my account is 1:67 i.e. 67 items delivered and one is " allegedly " not delivered.

[sharp.shooter.ser]

Well I got my account suspended few days ago, after 9 yrs of successful selling - reason, too much INR cases. Now, my stats show 0 INR in metrics, but... AI thought it would be OK to end my listings and ban me from selling on US corridor for now.

"Upon evaluation of your recent transactions, it comes to our attention that the INR% (item not received rate) of your eBay account is high compared to other eBay sellers.
Pursuant to our User Agreement, we regret to inform you that your selling permission of the United States corridor(delivery country) will be blocked.You cannot list items on eBay.com or select United States as your shipping location.
The safety of our community is a top priority for us. We appreciate your understanding in this regard."

But, thy are wrong... and I am trying to fix it, and its gonna take time I think. I even reached to the top brass and yet someone replied to me that the decision stays. I wrote back and lets hope it will help.

I had 32 INR cases opened in last 12 months. Most of them in last 4 months. But, opened. Closed in buyer favor (by AI) and then reverted in my favor manually, because reasons for opening those cases were not per Policies. Out of those 32, I had one that just wanted to ask how to use the item (instead of normal messaging), 4 of them asking do I have the idea when will item be delivered (opened within estimated delivery time), one that didn't want to go to collect the item although delivery was tried, and one that didn't collect (returned unclaimed), whose item returned to me and I shipped it out to him the second time on my expense. Two opened INR in like few days after purchase and long before final estimated delivery time was. The rest, well, their items were stuck in Customs office...what usually took a day or two turned to two or three weeks for processing - and it shows on tracking - and that's why all of the INR cases opened were reversed by a human after me appealing and I was told it wont impact my metrics (and I got the funds back) and all of the customers got their items in the time that was estimated (most much sooner) minus the days spent in Customs office (which isn't counted towards transit time by Postal operators and per eBay policises) so they actually did receive their items in given time.

Just to add, I ship internationally, and use regular Priority International tracked mail (USPS in US) I have no other option - other than Couriers like FedEx or DHL, and their shipping rates are 3 or 4 times the price, and no one would opt for that expensive shipping (items costs approx. $20).

My guess is AI messed me up, and even when I get my Account back (if I get it back), all my stats and listings will be forever gone.

[Anonymous]

If they can do this to you ( 3556 stars, 100% / 179 positive feedbacks in 12 months, 9.3 k items sold, 551 followers since 2011) then I can only pray for my just started store with limited sales and feedback. Is it that " in order to introduce AI to ebay system, they expelled humans and now AI is ruthlessly targeting those who give to ebay in terms of sales, advertisement, fee? When will humans at ebay evaluate our requests?

[ckimodog]

@Anonymous 

Your shop is really nice and very interesting.  I know there a lot of raw gems of high quality in your country.  The only thing that I can think of that would restrict your account would be problems with delivery.  Many countries prohibit the sale of gems & jewelry.  I experienced that myself.  My buyer was from Uruguay and they prohibit the sale of jewelry from outside of that country.  My item was shipped back to me, but luckily my customer had a residence here in the US and I shipped it there with no problem.  She was very happy to receive her item. 

You may want to reach out on social media via Facebook:

https://www.facebook.com/ebayForBusiness/

These are US CS representatives who may better serve you and your issue.  Let them know the problem and see if they can advise you as to what to do next.  Many positive posts here on this forum with their ability to be helpful.

I sure hope this is just a temporary restriction on your part.  Your shop is lovely.  You need to do your homework as far as what is allowed and not allowed customs wise to other countries.  You can always google it.  That's what I do anyway.

Good luck to you friend, and hope all goes in your favor.  

[valueaddedresource]

@sharp.shooter.ser I highly recommend you read the terms of the new Shipping Performance Policy as that's what has likely caused this issue for you.

https://export.ebay.com/en/fees-and-payments/regulations/shipping-performance-policy-item-not-receiv... 

It's important to note - this policy measures buyer reports, which means any INR case opened by a buyer will count against you, regardless of the eventual outcome of the case or any appeal.

Evaluation metric
The "Item Not Received" or “INR” rate, namely, the percentage of transactions where a buyer reported that the item didn't arrive or was not available for collection.

While a certain amount of INRs may be unavoidable, you have too many being opened against you (according to eBay) and you will need to re-evaluate your business model to find ways to cut down on the amount of buyers who report being unhappy with their experience.

[sharp.shooter.ser]

@valueaddedresource thank you for pointing it out, I am aware of it, but this policy is in effect starting July 24th, so no I dont believe thats the cause.

Here are my stats per that new policy?!? My US INR's are below average.

The United States	0.5%	1%	0.5%	1%
The United Kingdom	2%	1%	0.5%	1%
Germany	6%	1%	0.5%	1%

However, Germany rate is quite high, but the interesting thing is, I had only a few sales to Germany in last year, and 0 INR opened from buyers there. Situation with UK, I had one, that I refunded on my own accord (only to later find out that the item was actually delivered before the refund, but the tracking didn't show it) so the stats showing is bogus as well.

That's why I am saying something is not right here.

[Anonymous]

@ckimodog Thank you very much for your informative reply. 

@sharp.shooter.ser I have come to the conclusion that for the genuine sellers like us (outside of US) the delivery of items can cause serious problems like account restrictions or complete suspension. In this regard, ebay International Shipping Program (https://www.ebay.com/sellercenter/shipping/ebay-international-shipping/details) may be a very good option. Because as per my understanding, instead of shipping to your buyers directly, you send your items to ebay shipping hub and after that ebay takes care of handling and shipping to your customers. What I would like to ask is:

1. What is the procedure to send to ebay shipping hub, do we need to send listed items to ebay shipping hub as one big parcel (which may be more economical for sellers) and then ebay automatically selects the item(s) sold and sends it to the customer.

2. If the ebay shipping model can work as above, what is required from the seller, how to do the packaging?, how to make individual items identifiable? etc. 

3. How the seller should price the item so that the seller can recover the cost of shipping - from seller to ebay hub (and then from ebay hub to end user / customer ebay will automatically collect shipping costs)

4. Currently, we are charging 8 USD for registered mail to send item to our customers worldwide, what will be the shipping charges for the customers if we opt to utilize ebay international shipping program? 

5. How the seller can know that the items shipped to ebay shipping hub have been delivered free of any damage. Is there any mechanism on part of ebay to check the items received from the seller and give report to seller if something arrived damaged?

6. @sharp.shooter.ser / other non-US sellers, add your own questions to this list so that someone can answer all of them once and all for good.

Experts' answers / opinions to above questions are highly appreciated. Thanks