Vero's Circular, Never-Ending Request for Documents

[ryaorourk_21]

I have (had) a 4 year old PowerSeller account with a monthly selling limit of $100,000.

I recently began selling crypto mining hardware and had a temporary restriction placed on my account, presumably due to the fact I sold approx. $30k worth of items over a 4 day period (profit margin was only a few thousand).

Vero contacted me asking for proof I purchased the items I was selling.  I uploaded the requested document in the form of a sales contract and invoice from the manufacturer.  They claimed that the document did not include all of the required information (namely, my own personal bank account information).  I contacted the manufacturer and they provided me with a document from their internal payment system which included my actual bank account details from the ACH transaction.

I submitted this to Vero.  They responded informing me that once tracking information uploaded indicated confirmation of delivery, the account limitation would be removed.  I pointed out this had already occurred.  

Vero sent me back another e-mail template (mind, they are just cutting and pasting the same e-mail template over and over) asking for tracking information to be uploaded again.  I responded again pointing out this was already done.

Vero responds with another generic email informing me my account is limited and requests the same contract document.  I humor them and upload it again.  They respond, again, asking for tracking information.  I point out that I already uploaded tracking information.

Vero then responds informing me that I failed to provide requested information about my personal identity and business practices (which they did not request - it's obvious someone chose the wrong e-mail template).  I responded pointing this out, and informing them I'd be happy to provide any additional documents if they specified them.

Vero responds requesting a contract again proving that I purchased the items ( for the 3rd time).  I oblige (realizing this is the definition of insanity) -- and again, get a follow up asking for tracking information.

I give up and call eBay.  The phone rep reads a canned script to me but acknowledges that they can see I've uploaded the same documents several times.  She assures me she will have this resolved and I'll receive a message.

I received a generic message indicating my account is limited.

This is, by far, the most horrifying e-commerce experience I've ever endured.  Is there a private line to a North American office I can get in touch with to speak to someone capable of having a fluid conversation and resolving the issue?

eBay has been holding $20,000 in sales proceeds for over 3 weeks while they engage in this bizarre spectacle of behavior.     I've since started calling my customers, explaining the situation, and executing private agreements to re-process their orders directly on my website since eBay does not appear to be a safe or legitimate platform to transact serious business.  Fortunately, they have all been very understanding and helpful clients.

Any help is appreciated to get in touch with an actual eBay representative able to communicate better than a malfunctioning robot.

[rfmtm]

For more knowledgeable reps who will reply, you might try contacting ebay here:

http://Facebook.com/eBay

or
http://Twitter.com/AskeBay

[mtgraves7984]

For what it's worth... as @rfmtm mentions, I've personally had good luck with intelligent C/S Reps through a message on facebook. The emails are clear, concise and timely... you can reply, and you can escalate your problem to someone in the right department.

Granted, my problem was much 'less' than yours, but (through the fb method) my sanity was restored. Good luck.

[jonathankirkland]

Sorry to hear you are going through this but wow congrats on those profits... even if it's only a few thousand that's pretty dang good for 4 days!!!

[pikabo-icu]

You have way more patience than I..

That's a hot mess!!

Good Luck!

[ryaorourk_21]

Thanks for the suggestion.  In my frustration I never considered that - so it's much appreciated.

[ryaorourk_21]

Thanks mtgraves7984, much appreciated.

[ryaorourk_21]

Thanks for your kind words - I was mentioning "only" because I felt like, generally speaking, their concern was legitimate since it was such a huge spike in gross daily volume.

[ryaorourk_21]

Thanks - I figured I'd proceed through what initially seemed like an otherwise reasonable process at first and thought, worst case, I can call them.   Only to be terrified at the phone support and so frustrated I didn't think social media would be the proper channel to speak to someone.

[pikabo-icu · Accepted solution]

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@ryaorourk_21 wrote:

Thanks - I figured I'd proceed through what initially seemed like an otherwise reasonable process at first and thought, worst case, I can call them.   Only to be terrified at the phone support and so frustrated I didn't think social media would be the proper channel to speak to someone.

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@ryaorourk_21 

Honestly the phone support is terrible..

The Facebook suggestions are the best idea.

The reps are knowledgeable and have some authority to get things done.. 

You want FB for business though not just their retail FB- send a message don't just post on their page..

Here's the link

https://www.facebook.com/eBayForBusiness 

[ryaorourk_21]

Wow - thanks for that.  I had posted on the retail link from the other user.  Sincerely appreciated.

[luckythewinner]

Are you sure this was VERO? 

With a VERO notice, you would be dealing with the Intellectual Property Rights Owner, not with eBay. 

The whole point of the VERO program is that eBay does NOT get involved in the dispute. 

eBay simply takes down the listings and sends you an email with contact information for whoever filed the notice. 

[ryaorourk_21]

Update:  eBay's Facebook support was virtually useless.  They informed they have no ability to assist me with an account limitation appeal but would "check into it" for me.  Their idea of doing so was to erroneously inform me that I was requested to provide "verification of identity and business practices" (the one piece of communication out of over 11 e-mails that was sent in error - presumably due to someone choosing the wrong template) and then pointed to a June 25th message generically reiterating that my "account was limited".

They were not interested in the details with respect to the actual issue at hand, history of correspondence, or what eBay was requesting.  It's so evident that whoever's job it is to handle these limitations is grossly incompetent.

They did suggest the same as @luckythewinner .  I was under the assumption I was communicating with Vero because the e-mails originated from "vero@ebay.com" but were signed by "eBay trust and safety".

It's very difficult to believe this is how eBay conducts business.  Their "specialist team" is clearly a group of micro-workers paid to point and click e-mail templates from a CRM.  

I can't imagine there is no office located somewhere in North America whereby competent eBay reps with decision-making authority are willing to speak on the phone with longstanding, well-rated sellers to  discuss and resolve issues and review documentation as they requested it (versus pretending over and over like it was never uploaded).

[auto_manuals_and_more]

I have no useful advice, but I happened to randomly meet someone recently in IRL who also sells crypto mining equipment on here that has nearly $100k tied up in PayPal. Their account has been suspended over the sales. It'll be 180 days before they get their funds released.

I see the temptation in selling crypto mining equipment if you have a source and the funds to purchase, but I don't think I'd have the risk tolerance for it.

[pikabo-icu]

@ryaorourk_21 

I'm sorry.. What a run-a-round mess you've been through..

Did they give you the info on the VERO so you can contact them directly?

Or hopefully you have the info in the email.

I wouldn't give up- put together a packet of evidence and contact them & present your case..

This process seems seriously overcomplicated and skewed against the "little guy".

I'm still rooting for you!