eBay Account Restricted - Any advice?
Discussion
Hi All,
Appreciate this isn't an eBay help group but I know some people in here trade on eBay. Our selling account was restricted a week or so ago. No reason given but two groups of information requested. Invoices from suppliers and proof of delivery. Invoices fine, submitted. the issue is proof of delivery. We sell large machines so we use our own vehicles and own members of staff to deliver. Because of this we can't submit tracking information. No matter how much we attempt to explain this to eBay they just repeat the same request. The restriction is killing us at what should be our busiest time of the year.
For context, we have no open returns requests and no open non received requests. All of our metrics are in the 'green zones' on the dash board.
At a complete and utter loss. It's causing significant issues and I can't see a way past it. Any ideas?
Appreciate this isn't an eBay help group but I know some people in here trade on eBay. Our selling account was restricted a week or so ago. No reason given but two groups of information requested. Invoices from suppliers and proof of delivery. Invoices fine, submitted. the issue is proof of delivery. We sell large machines so we use our own vehicles and own members of staff to deliver. Because of this we can't submit tracking information. No matter how much we attempt to explain this to eBay they just repeat the same request. The restriction is killing us at what should be our busiest time of the year.
For context, we have no open returns requests and no open non received requests. All of our metrics are in the 'green zones' on the dash board.
At a complete and utter loss. It's causing significant issues and I can't see a way past it. Any ideas?
How do you know that deliveries have been made - what documentation do you have internally?
Send a list of deliveries with some kind of tracking information that you have internally (or made up) - a unique reference for each one for example.
If you have signed delivery notes or similar from customers then attach those.
I don't have any direct experience of this problem, but it sounds like giving them something that looks like what they want may satisfy the "computer says no" bots.
Send a list of deliveries with some kind of tracking information that you have internally (or made up) - a unique reference for each one for example.
If you have signed delivery notes or similar from customers then attach those.
I don't have any direct experience of this problem, but it sounds like giving them something that looks like what they want may satisfy the "computer says no" bots.
jeremyc said:
Send a list of deliveries with some kind of tracking information that you have internally (or made up) - a unique reference for each one for example.
If you have signed delivery notes or similar from customers then attach those.
I don't have any direct experience of this problem, but it sounds like giving them something that looks like what they want may satisfy the "comnputer says no" bots.
Thanks for comments. We sent them every delivery schedule for the last six months, showing every order, the date of delivery etc. Rejected with no comments. It's absolutely a case of 'Computer Says No' but because we can't speak to anybody with any sense we can't work out how to resolve. Potentially our business will die on this and we just can't communicate with anybody properly at ebay to resolve. I'm right on the edge at the moment, 12 members of staff etc. Devastating.If you have signed delivery notes or similar from customers then attach those.
I don't have any direct experience of this problem, but it sounds like giving them something that looks like what they want may satisfy the "comnputer says no" bots.
And I know 'eggs in one basket' etc. eBay accounts for between 25-35% of sales depending on time of year etc but in November it's our busiest month so the loss of this sales avenue at this time when you are heavily stocked is a killer.
All I can say is good luck. There is no way to reason with eBay. We used to sell a bit on eBay a few years back.Positive feedback somewhere between 13000/14000 with around 35 negatives/neutral. When detailed seller ratings came in we had quite a few less than perfect scores DESPITE the buyer leaving positive feedback. These were all centered around late delivery. Now every single thing went out royal mail recorded delivery at the time so it had a tracking number and needed a signature. Our 'poor' performance was basically when RM did not deliver or someone was not in within the 1/3 days eBay used to tell the buyer that the item would arrive in. I simply had no control over this . One day they froze the account and I have not been able to sell since on it. I have tried several times over the years to revisit it but the response is always the same - bugger off we dont want you back !
If you have a Facebook account you can contact Ebay for Business directly through Facebook, I've heard people say they get more sensible answers going that route rather than the generic ebay options.
May be worth a go.
I do some trading on eBay myself albeit on a small scale and I know how awkward they can be at times, very difficult to get help unless you are a massive company trading on their platform.
May be worth a go.
I do some trading on eBay myself albeit on a small scale and I know how awkward they can be at times, very difficult to get help unless you are a massive company trading on their platform.
Jamescrs said:
If you have a Facebook account you can contact Ebay for Business directly through Facebook, I've heard people say they get more sensible answers going that route rather than the generic ebay options.
May be worth a go.
I do some trading on eBay myself albeit on a small scale and I know how awkward they can be at times, very difficult to get help unless you are a massive company trading on their platform.
Thanks, will try.May be worth a go.
I do some trading on eBay myself albeit on a small scale and I know how awkward they can be at times, very difficult to get help unless you are a massive company trading on their platform.
Have you actually spoken to EBay ?
It’s tricky to find a telephone number but it is in the site somewhere. I find that talking to them problems are usually solved quite easily.
We sometimes ship products by our own transport if they are fragile or bulky/heavy and with the smaller items we take a photo of the customer taking receipt of the goods on their door step rather than getting them to sign a delivery note. On larger orders (CNC machines) we take multiple photos of the machine on deliver at the customers premises. The photo taking delivery note works through an app we designed to simplify things. Prior to delivery we also take photos of the goods being packed and weighed as proof of we receive a customer complaint.
It’s tricky to find a telephone number but it is in the site somewhere. I find that talking to them problems are usually solved quite easily.
We sometimes ship products by our own transport if they are fragile or bulky/heavy and with the smaller items we take a photo of the customer taking receipt of the goods on their door step rather than getting them to sign a delivery note. On larger orders (CNC machines) we take multiple photos of the machine on deliver at the customers premises. The photo taking delivery note works through an app we designed to simplify things. Prior to delivery we also take photos of the goods being packed and weighed as proof of we receive a customer complaint.
Redarress said:
Have you actually spoken to EBay ?
It’s tricky to find a telephone number but it is in the site somewhere. I find that talking to them problems are usually solved quite easily.
We sometimes ship products by our own transport if they are fragile or bulky/heavy and with the smaller items we take a photo of the customer taking receipt of the goods on their door step rather than getting them to sign a delivery note. On larger orders (CNC machines) we take multiple photos of the machine on deliver at the customers premises. The photo taking delivery note works through an app we designed to simplify things. Prior to delivery we also take photos of the goods being packed and weighed as proof of we receive a customer complaint.
The team who deal with this don't talk to customers apparently. The only people we can talk to simply tell us to reply via email. We do this and every time we get the same reply asking for tracking. It's a loop and we can't break it. Every day that goes by costs hundreds and hundreds and pushes us closer to the edge.It’s tricky to find a telephone number but it is in the site somewhere. I find that talking to them problems are usually solved quite easily.
We sometimes ship products by our own transport if they are fragile or bulky/heavy and with the smaller items we take a photo of the customer taking receipt of the goods on their door step rather than getting them to sign a delivery note. On larger orders (CNC machines) we take multiple photos of the machine on deliver at the customers premises. The photo taking delivery note works through an app we designed to simplify things. Prior to delivery we also take photos of the goods being packed and weighed as proof of we receive a customer complaint.
Good points on the photos. We do this also although only to display on our website. They won't accept these though, they only want verified tracking.
Hmmm. Admitted we have not had any issues with any of our business accounts for quite a while so many be the not being able to talk to someone has changed ?
Obvious solution is use Other for carrier and use your delivery note but add a few extra digits to the number so it looks similar to carrier formatted number.
Obvious solution is use Other for carrier and use your delivery note but add a few extra digits to the number so it looks similar to carrier formatted number.
We have had similar issues via classified adverts.
They block us to do with the value of the classified advert. We don’t hit our limit via there sales page but somehow our assets which can range from 10-150 k count towards it despite not being a actual “sale” via eBay . We are not at a 2 million selling limit with about 8 k as actual buy it nows. Silly system
Reminds me of a few years ago I had to get my solicitors involved with eBay and threaten them with court over some eBay fees . Some bafoon sent me there phone number via a picture on a 42 k advert that was a buy it now. I never responded and two weeks later removed the advert due to selling on another platform to a regular . They billed me and took 10% fees. I wrote and spoke with support several times I even sent recorded delivery’s with all facts and proof to eBay Ireland. They didn't give a monkeys . £500 in legal fees and threats of court to recover my £4 k and guess what , they refunded me with apologies. I sware it’s on my account still that we went full crazy with them as there very compliant Now a days
They block us to do with the value of the classified advert. We don’t hit our limit via there sales page but somehow our assets which can range from 10-150 k count towards it despite not being a actual “sale” via eBay . We are not at a 2 million selling limit with about 8 k as actual buy it nows. Silly system
Reminds me of a few years ago I had to get my solicitors involved with eBay and threaten them with court over some eBay fees . Some bafoon sent me there phone number via a picture on a 42 k advert that was a buy it now. I never responded and two weeks later removed the advert due to selling on another platform to a regular . They billed me and took 10% fees. I wrote and spoke with support several times I even sent recorded delivery’s with all facts and proof to eBay Ireland. They didn't give a monkeys . £500 in legal fees and threats of court to recover my £4 k and guess what , they refunded me with apologies. I sware it’s on my account still that we went full crazy with them as there very compliant Now a days
If you sell on eBay, one way to protect yourself is to buy a pallet of something cheap and low value from China. Something high volume like a charger cable or air blow gun, that you can shift 1000s of easily from stock with royal mail tracking.
You can then get 1000s of perfect metric eBay points!
This protects you main more complex high value low volume lines from eBay computer says no metrics.
The eBay system makes no adjustment for selling £40k special order CNC machines vs 99p cables.....
You can then get 1000s of perfect metric eBay points!
This protects you main more complex high value low volume lines from eBay computer says no metrics.
The eBay system makes no adjustment for selling £40k special order CNC machines vs 99p cables.....
Mortgage_tom said:
If you sell on eBay, one way to protect yourself is to buy a pallet of something cheap and low value from China. Something high volume like a charger cable or air blow gun, that you can shift 1000s of easily from stock with royal mail tracking.
You can then get 1000s of perfect metric eBay points!
This protects you main more complex high value low volume lines from eBay computer says no metrics.
The eBay system makes no adjustment for selling £40k special order CNC machines vs 99p cables.....
We had to do this to sort out a restricted account ... however we used DVDs ... they are always being given away on FB marketplace so I went and collected a few hundred. It's amazing how many friends will buy at 1£ each and confirm delivered - even if they never actually get them. Some did sell for real too so those were shipped as they should be ..You can then get 1000s of perfect metric eBay points!
This protects you main more complex high value low volume lines from eBay computer says no metrics.
The eBay system makes no adjustment for selling £40k special order CNC machines vs 99p cables.....
It took a month before the mess sorted itself out. Complete pain in the arse
Thanks for the comments people. I don't think I've ever experienced such a challenging situation before. We are still restricted and are in a constant loop. At one point we managed to get them to clarifity they wanted details of four transactions which we provided, so we think we are nearly there then we just get another generic email asking for proof of delivery of every item we have sold on eBay.
It's heartbreaking to be honest, completely soul destroying. Two weeks ago ebay turned the taps off. No reason, nothing on our metrics, nothing. You can't talk to anybody who can help, every time we call the issue is 'escalated' yet nothing happens. The same emails come back time after time. And this has all happened in our busiest time of the year meaning we've lost out on thousands of pounds of sales that we had stocked up for.
If ever there was an advert for not replying on a 3rd party like eBay for a percent of a business's sales, it is this.
It's heartbreaking to be honest, completely soul destroying. Two weeks ago ebay turned the taps off. No reason, nothing on our metrics, nothing. You can't talk to anybody who can help, every time we call the issue is 'escalated' yet nothing happens. The same emails come back time after time. And this has all happened in our busiest time of the year meaning we've lost out on thousands of pounds of sales that we had stocked up for.
If ever there was an advert for not replying on a 3rd party like eBay for a percent of a business's sales, it is this.
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