eBay removed my listing over one completely false customer complaint. What now?

[colcau-68]

I sell spreadsheet templates that I created from scratch. Today someone bought one of my templates and then sent me a message saying they couldn't figure out how to get Excel installed on their computer. I walked them through the process (even though this is certainly not within my scope of responsibility- obviously to use a spreadsheet you need to have Excel).

Evidently, that customer submitted a complaint to eBay because within 1 hour eBay messaged me that my item was removed and could not be relisted because it was a "counterfeit." 

It's hard to express how absurd this claim is. Anyway, is there seriously no recourse? One buyer can submit a complaint and the seller gets no opportunity to respond or repeal? I thought YouTube was bad. At least with them you can spend hours getting their completely unfounded strikes repealed and YouTube will admit they were wrong.

If anyone knows a way to contact eBay over this, please let me know.

Thanks!

[krazzykats]

No, one does not need Excel only.  I use Open Office and it can use an Excel spreadsheet.  I'm sure there is other software that can use Excel spreadsheets as well.  You might download it, and see if your spreadsheets are compatible.  As I buyer, I would expect your spreadsheet to be compatible with other spreadsheet software.

And Open Office is free.

[kensgiftshop]

@colcau-68 

Have you been approved to sell digital items?

[bonjourami]

I expect your first sale of a digital software that received a complaint is the problem, now you are on Ebays radar, and they may pull the rest of those listings.You can contact Ebay thru their Facebook business page, use the message link, they are usually quick to respond and helpful,unlike the csr's that you call.

[stainlessenginecovers]

Not only the approval of 'digital items' but since you don't own microsoft, microsoft office and/or excel, you cannot 'make things on excel' and then sell them. It's not your program. 

[donsdetour]

"This item will be emailed to you"  is a problem in itself:

https://www.ebay.com/help/policies/prohibited-restricted-items/electronically-delivered-items-policy...

Simply put you are  not going to be selling here for long.

As for using the name Excel which is a copyrighted name in your listing makes them counterfeit.

https://www.ebay.com/help/policies/prohibited-restricted-items/counterfeit-item-policy?id=4276 

[colcau-68]

Thanks krazzykats. But no, this is an Excel template designed for excel only. Nothing in the product title or description suggests it would be compatible with any other platforms which would actually not be possible with spreadsheets on this level.

[colcau-68]

Thanks so much for answering my question, that is very helpful! I'll reach out to them on facebook.

[stainlessenginecovers]

Be sure to return and let us know what they told you.........