Suspension violating rules

[simplecellunlock]

Ok, so this automated policy enforcement is GARBAGE!  I just caught a 3 day suspension because a BUYER GAVE ME HIS PHONE NUMBER and we finished our transaction on ebay through ebay.  I ignored the message about his number and yet I still catch a **bleep** restriction?  I called ebay and they don't care.  They told me there is nothing they can do even though its painfully obvious that I DID NOTHING wrong.  

Seriously, who else is strugging with this automated enforcement catching innocence?

Im to the point where I am about to flip the **** out.  This is so frustrating.

[terrycanarsky]

There is unknown information here. 

I'd agree with this statement.

We have potential buyers send us their phone number frequently in an eBay message with variations of the message, "I need model # X.  Could you call me so we can talk about ..."  Happened last week, in fact.  I messaged the person back that it was against eBay policy to exchange contact information such as phone numbers before a purchase was made.  Never heard from him/her again.

But we also have never anything more than the red-letter warning when trying to send a message.  To top it all off, the AI is programmed so ineptly, that words such as "as" or "thank" trigger the red-letter warning.  I've reported it, screen-shot the silliness, etc.  It's ridiculous.

~M

[themagicmountain]

This is very easy to resolve. Move to China, get cheap shipping subsidized by US citizens, and rest assured that no matter how many rules you break- NOTHING WILL HAPPEN

LOL but it is not funny

[themagicmountain]

Much of the work on these programs is offshored.

People in other countries, like India,  who don't have a real understanding of what is going on & don't get it right. But they slap together product to sell to companies and then flee the mess.

If only the business would come back to Americans, Americans doing the work and getting work. 

please, Ebay, hire american companies that hire americans. Not offshoring wangles

[geotouloupos]

This seems strange to me.. Are you sure you have been suspended for this reason?

Sometimes buyers send questions about items, others may send their phone number right away and you as a seller have to explain that this is against ebay policy. But never heard a seller to be banned by a bot especially if the transaction was done within ebay. It doesn't make sense because each item has a unique number and messages are bonded with it. If messages result to a sale with message sender about that item number the "bot" knows sale has been completed inside ebay. 

If you got a suspension it may be because something else was in that messages.  

[chung-lee-2]

Bring this up on the Wed, chat and keep at it until you either get an answer or too frustrated to continue .

[themagicmountain]

Yes, there are very very few sellers who even know that the disc boards exist, much less where to find them or which one to post on

Sellers are also afraid of getting hurt by posting, as has often been the case in the past

[themagicmountain]

99.9999999 % of sellers have no idea these baords even exist

[emerald40]

I have 3 messages which I am just not opening up.

Only way I know of to avoid it.

[brian@ebay]

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@dtexley3 wrote:

@Anonymous alan@ebay

I thought that a human was to review before suspension, did that happen in this case?  Per the OP The transaction was completed ON eBay and eBay received it's FVFs.  

This is what is causing excessive paranoia on the parts of sellers.   The seller does not seem to have violated the rule, yet they are punished?   

If the transaction is completed on eBay then the message content SHOULD NOT MATTER! Especially when the seller apparently DID NOTHING WRONG.

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Hi @dtexley3, I'm happy to clarify that a customer service agent does review violations of this policy before action is taken. If contact information is shared and one of our agents reviews it prior to payment being made, the reasonable conclusion is that the sale went off eBay. If a buyer shares their contact information before paying, sellers should reply and explain that the transaction needs to go through eBay checkout.

Hello @simplecellunlock, while all actions regarding off site sales are reviewed by a human, it is possible for mistakes to happen occasionally. I've sent your restriction to the appropriate team for further review to ensure the correct action was taken on your account. Thanks for bringing it to our attention!

[simplecellunlock]

I called last evening and got a very argumentative kid named Nico.  After he procceded to tell me 3 reasons I was in the wrong, when I was not, I asked to speak to his supervisor.  His supervisor got on the line with me and I walked him through it. It was 2 policy violations for the same policy, so I was double dinged in the same infraction leading to a 3 day ban.

Here is what happened.

Customer made purchase, I completed service (I do services only, no physical goods).  I completed service within 15 minutes of purchase.  I marked the order shipped and moved on with my life.  Buyer messages me 15 minutes afterwards with an issue and I replied with "Text me pic [of problem].  You have my number."  The buyer already paid, we completed the service and it was marked ship and this is ALL I said.  The time stamps show he paid first and a number was never given through ebay messages.  It was given while I was connected to his PC for service.  Simple enough, he already paid right shouldn't be an issue?  Timestamps show this YET I was still dinged.  Not fair.

Second issue was buyer sent me messages says "here is my number xxx-xxx-xxxx please text me when ready."  So i texted him and said I am ready please make purchase on eBay.  Which he did make purchase, about 10-20 minutes after he sent me that message.  Proving I was being honest and told him to make purchase on eBay.  The obvious logical deduction here is I was obeying policy as he purchased on eBay.  I do NOT need to reply to an eBay message to buyer clogging up his inbox and annoying him and wasting my time when the record clearly shows I obeyed policy because he bought the damned item a few moments later on eBay through me.  

The supervisor researched all this agreed that eBay was in the wrong on BOTH situations and yet I am still on restriction why?!?!  He said he would submit it to appeals department for review and *crickets* have not heard a **bleep** thing from anyone.

So what is the deal?!?  You say "sometimes make mistakes" yea well they're 2/2 on messing up.

So broken hearted over this its not even funny.  Holiday season and my ONLY source of income is squandered away.  How hard is it to look at the timestamps?!?

Why do I have to call in and educate YOU ALL on your own policies?

/rant

[sandmansales]

If there is one sane person left at this company, please take a look at your new million dollar 3rd party punishment bots and CALL JOHN CONNOR to save you all! This invasive system is crippling honest business and it needs to stop.

[simplecellunlock]

Yes.  and they were not ignored.  I used to have my contact numbers in my listing and I promptly removed them once I learned of this policy.  So it was NOT ignored as you implied.  Regardless your complaint is invalid.  I received a phone number, I did not ask for one, nor did I send one. Simply received it.

[llllady]

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brian@ebay wrote:

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@dtexley3 wrote:

@Anonymous alan@ebay

I thought that a human was to review before suspension, did that happen in this case?  Per the OP The transaction was completed ON eBay and eBay received it's FVFs.  

This is what is causing excessive paranoia on the parts of sellers.   The seller does not seem to have violated the rule, yet they are punished?   

If the transaction is completed on eBay then the message content SHOULD NOT MATTER! Especially when the seller apparently DID NOTHING WRONG.

---

Hi @dtexley3, I'm happy to clarify that a customer service agent does review violations of this policy before action is taken. If contact information is shared and one of our agents reviews it prior to payment being made, the reasonable conclusion is that the sale went off eBay. If a buyer shares their contact information before paying, sellers should reply and explain that the transaction needs to go through eBay checkout.

Hello @simplecellunlock, while all actions regarding off site sales are reviewed by a human, it is possible for mistakes to happen occasionally. I've sent your restriction to the appropriate team for further review to ensure the correct action was taken on your account. Thanks for bringing it to our attention!

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brian@ebay

And it should be a reasonable conclusion that once the sale actually takes place on eBay, an apology should be given to the wrongly accused, and any action against them should be rescinded immediately.    A user should not be told at that point by a CS rep that there is nothing they can do. 

[sharingtheland]

If contact information is shared and one of our agents reviews it prior to payment being made, the reasonable conclusion is that the sale went off eBay.

I must be missing something here, or you left out a step or two.

You said, "...one of our agents reviews it prior to payment being made..."   If the item is still actively listed and available for purchase on ebay, how is it a reasonable conclustion that the sale "went off eBay?"

[chrysylys]

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@simplecellunlock wrote:

Customer made purchase, I completed service (I do services only, no physical goods).  I completed service within 15 minutes of purchase.  I marked the order shipped

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You have another problem.  If you're not shipping a physical product, you should not be marking anything shipped.  You're probably listing in the wrong category too.  You may need to be listing in Classified Ads.