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eBay Account Suspended? Why It Happens and What You Should Do

By Mordechai Epelbaum and Tuvyah Schleifer

eBay account suspensions are on the rise. Here’s why eBay suspends sellers, how the process works, and how to avoid it happening again.

eBay Account Suspended? Why It Happens and What You Should Do

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Jack Phillips

Two hours to ship? What world do you live in? We ship very quickly, always in 24 hours, but two hours is an unrealistic goal. You obviously have never sold at a level much higher than hobbyist. You have obviously had no experience with a Vero take down too. It is rare for us (maybe 3 in 10 plus years) but the alleged holders do nothing. It is guilt without proof and some of the removals by the holder would never stand up in the real world.

Mark Hetherington

Replying to Jack Phillips

Yes, I absolutely agree with the comments about Vero. We’ve also had around 3 in 10 years and were told on each occasion to contact the “rights owner”. None ever replied. The last one wasn’t that long ago. We were selling a compatible product which was very clearly listed as a compatible product and in fact unlike most sellers, who often post photos similar to the original (i.e with a similar brand name or logo to the original), we actually went out of our way to show it was a compatible item specifically because we didn’t want it to be… Read more »

Tuvyah Schleifer

Replying to Mark Hetherington

are you an anchor or enterprise seller?

Tuvyah Schleifer

If you can’t make 2 hours than you are sub-best practice. If you always ship in 24 hours thats ok. If hope your customer is not waiting 24 hours for a confirmation. If so, you should install one or two communication steps. The point is – not causing the customer undue stress after ordering and before deliver. I have experience up to $1mm per month on eBay. That is not hobbyist-level. On VeRO, once the client (who also said what you did) realized the significance – they got an answer within a few hours. It’s not guild without proof. It’s… Read more »

Mark Hetherington

Replying to Tuvyah Schleifer

“It’s not guild without proof. It’s the rights holder that has the rights and is happy to let you sell in most cases once you resolve the issue.”

That’s fine if the so-called rights owner actually bothers to reply to you. In my experience and that of just about everybody else that has discussed this on any forum I’ve seen they don’t even bother to reply, probably because they know they got it wrong which potentially leaves them open to a compensation claim if they admit they screwed up.

Jack Phillips

Two hours to upload tracking? That is just misleading. In any case, that would another FTE to my bottom line (2 if I went 24 hour monitoring), no matter how efficient we are. I have had very few people question us on this. I get one or two questions (out of 300 or so orders) on weekends when we don’t ship, but even that is rare – maybe once a month. I rarely even get Amazon Prime items marked shipped in 2 hours – by rarely I mean almost never. Twelve to twenty four is much more common. Regarding VERO,… Read more »

Tuvyah Schleifer

sorry, didn’t mean to mislead the real question is – of your orders that went bad, (led to cs issues, etc.) as few as they might be – do you have any idea how early they went bad? and can you see how earlier communication or earlier tracking may have helped?

Mark Hetherington

Replying to Tuvyah Schleifer

Nope. If items go missing, in my 12 year experience that’s usually the last you see and hear of them and you have to file a claim with the carrier. However, there are times when an order has just been delayed. Issuing tracking details alerts the BUYER to a late delivery. The buyer then files a claim which you have a certain time to resolve, and if the item is delivered late you could face a situation where you have run out of time and have to issue a refund to the buyer (remember you’re forced to do this under… Read more »

Tuvyah Schleifer

Replying to Mark Hetherington

“Mark Hetherington,” Oh! You agree with Jack. No problem. Before I proceed, please note my reply in his thread which I number my points in a very clear manner. You classified me at a disadvantage. Your reason was, since I am service provider. (Bear in mind I was selling on eBay since 1999.) So, let me qualify your statement with a question: How many account assessments, appeals and reinstatement’s have you secured? And, for how many unique Ebay sellers over the past year? As far as your statement, “there is no need to issue tracking at all,” wow. To your… Read more »

Mark Hetherington

Replying to Tuvyah Schleifer

Yes I’m aware that you numbered your points in a very clear manner and I noted and replied to each one individually. Just because you made your point clear does not necessarily mean it is correct. Having eBay experience since 1999 doesn’t necessarily mean anything – I too have been selling on eBay since 1999 and have helped many others as well as got accounts reinstated. I don’t profess to be a professional, I guess you would probably say I was just lucky. For the record, in my opinion using another forum to tout for business is not what I… Read more »

Tuvyah Schleifer

Replying to Mark Hetherington

WebRetailer invites service providers to contribute content. It is understood this contributes traffic to the providers business. The article is about why suspensions happen and what to do if you receive one. This is CRSellers area of expertise. As such, it’s for people who are concerned about avoiding suspension or advice what to do if it happens. It’s probably not a valuable article for anyone who is not concerned or have not received one. CRSeller is the only provider offering eBay appeals. As such it is a unique value contribution to the world. We understand there are knowledge discrepancies in… Read more »

Tuvyah Schleifer

also for VeRO and all issues where you need to work with eBay – for this reason I recommend an Anchor or Enterprise store.

Jack Phillips

Replying to Tuvyah Schleifer

You have obviously never had reason to contact eBay about VERO. EBay refers you to the rights holder no matter the situation. They do not (and have no interest in) settle these disputes. It is between you and the rights holder. I would not recommend an Anchor or Enterprise store. I have had an anchor store and it provides no additional benefits at this point. Faster contact to eBay doesn’t fix the issues – just faster contact. In any case, I work to not have to contact eBay. The only reason I contact eBay is for feedback issues.

Tuvyah Schleifer

Replying to Jack Phillips

100% it’s between you and rights holder. Rights holders are not as impossible to speak to as commenters are saying. And it is critical that the listing is taken down and your contact in MSO is notified of all the step you took to resolve along with RO compliance or their being out of communication. Anchor or Enterprise is critical to establish your partnership with eBay MSO. Jack, feel free to order an assessment on your account. Then I can tell you more about how eBay sees you at present.

Jack Phillips

Replying to Tuvyah Schleifer

Dude, you just contradicted yourself. You said “also for VeRO and all issues where you need to work with eBay – for this reason I recommend an Anchor or Enterprise store.” Ebay doesn’t care to get involved. You could be selling a potato and a carrot manufacturer can have you taken down. I haven’t had a VERO in years but when I did, as others have said, they either don’t bother to reply or give you b.s. answer. I am sorry, but I wouldn’t have you do an assessment on my account. I’m the highest I can get (except for… Read more »

Tuvyah Schleifer

Replying to Jack Phillips

Jack Phillips, I am a professional services provider in the eBay space and you are taking ‘pot shots’ at me. You seem to be on a “witch hunt” and happy to find what you seek. I am not seeking to discredit you as a seller. You have a depth of experience, whereas as a service provider I have a breadth of experience. Would that be fair to say? You are negative toward VeRO and premium store membership. I got it. My experience flies in the face of yours. I got it. In 1998 I was 26 years old and designing… Read more »

Jack Phillips

Replying to Tuvyah Schleifer

Witch hunt? Because I pointed out flaws in a small part of your commentary? Nuts.

Tuvyah Schleifer

Replying to Jack Phillips

Thanks for acknowledging the large part met with your approval. To be clear, the article is to help inform a seller what to do if suspended, and shine a light why if you were. There was also practical advice how to avoid suspensions. Either in-between the lines or in an overt manner. This included best practices and there were no contradictions at any point. I concede that the ‘flow’ of communications may have indicated contradiction. Here is the truth about what everyone should do, who can in a reasonable manner. 1. Issue tracking within 2 hours. 2. Pay attention to… Read more »

Mark Hetherington

Replying to Jack Phillips

Sorry Tuvyah, but I agree with Jack here. For one thing you say you are a “services provider”, which puts you at a disadvantage straight away when offering advice about selling on eBay because eBay is primarily a sales environment. I have a lot of experience in both sectors, and there is a vast difference between the way sales and services are operated from a vendor’s point of view. Several of your points are nonsense. 1. Issue tracking within 2 hours: Why? There is no need or requirement to issue tracking details at all, mostly because not all services are… Read more »

Mark Hetherington

“Late tracking number upload or validation” Sorry but I have to take issue with that. We NEVER post tracking details, for two reasons. Firstly, it is technically still possible with some carriers for somebody to take those details, have their parcel rerouted then claim that they have not received it (at the original address). The tracking will show the item was delivered to a different address but will not likely show the alternate address was requested by the buyer, so as far as eBay is concerned the item wasn’t delivered and you’ll lose your case. This is VERY serious because… Read more »

Andy Geldman

Just a reminder to everyone: please don’t make the discussion personal. Discussing, arguing and disagreeing over the points in the post is absolutely OK.

Criticizing individuals and their motivations, and making negative personal comments is not OK.

In summary, these comments should be about content, not people.

One comment submitted has not been approved, and another has been edited for this reason.

Mark Hetherington

Hi guys. I’m only back here because of a change to eBay rules that is relevant to tracking. As I previously stated, you are not penalised in any way if you choose not to provide the tracking details. That is a factual statement and eBay will verify that if you’re unsure. It doesn’t count against your eBay metrics (even the ones you don’t see) in any way. HOWEVER… A new UK rule change states that in the event of a claim, if you have not uploaded valid tracking details before the claim is opened it will not be accepted later.… Read more »

Tuvyah Schleifer

Replying to Mark Hetherington

Thanks for the updates Mark. From an emotional perspective, a customer is happy to receive order confirmation, shipping and tracking updates as fast as possible and with relevance. It builds and fosters great confidence. Two items both shipped first class, both delivered next day from local sellers. One seller updated the customer throughout the process – and this is why the customer left their apartment to go to their lobby to pick up the parcel. While with the doorman discussing todays parcel arrival, the customer is presented with 2 parcels. one from the other seller. the parcel from the updating… Read more »

Mark Hetherington

Replying to Tuvyah Schleifer

So you finally accept that it’s not actually an eBay rule to add tracking then? Look, it’s an interesting little tale but that’s all it is. I get the forming a positive relation with the customer bit, that’s why I’ve been successful in retail for around 30 years, long before eBay came along. But this “information” you’re coming up with doesn’t seem to be based on anything solid. Have you surveyed customers? Do you have tangible results? There are thousands of would-be experts offering “must do” advice out there which doesn’t appear to have any solid foundation and with all… Read more »

Erin

Hi I came across your article. Very informative. I have a question not sure if i am asking it in the right place but here goes. I’ve never had an account on eBay. So I’ve never bought or sold anything on the site. I opened a brand new ebay account. Nothing bought or sold with it. I want to start reselling when my son goes to preschool. The account is 2 months old. So I am preparing to start my selling journey & I got an email stating that eBay indefinitely suspended my account. I called and they will not… Read more »

Tuvyah Schleifer

Hi Erin.

From my experience, it’s hard to say what happened here. eBay could have related your account to a suspended account. Via your internet connection, or your computer your account information.

You should do all you can to get the account opened and not wait a year.

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