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Genuine listings repeatedly removed as counterfeit despite proof of authenticity.
Summary: moscollection is experiencing issues with eBay removing their listings for alleged counterfeit items despite the items being genuine. They have faced automated responses to their appeals, which is affecting their business through selling restrictions. tobiasd4 suggests upgrading to a business account and provides links to eBay's policies and VeRO page. moscollection mentions that although using their own images might resolve the issue, they remain puzzled by eBay's appeal process. They plan to avoid third-party content in future listings and hope this solves the issue.
Hi everyone, I'm getting really frustrated. Over the past few weeks, several of my listings have been removed under the counterfeit items policy, even though all the items are genuine. I've contacted eBay multiple times and submitted receipts and details, but the appeals seem to be automatically reviewed and just sent back to the same policy page with no explanation. I included photos of the items I took myself, though I did use third-party promotional videos in some listings, so I'm not sure if that might be triggering the automated system. what's confusing is that the decisions feel complete automated because I just get referred to the same appeal process with no clarity on what actually went wrong. Meanwhile, my account has now faced another selling restriction, seven days this time. I'm only selling authentic products, and this is starting to damage my business. If anyone's faced something similar and managed to get a real human review rather than these automatic responses, I'd be grateful for any advice.
tobiasd4
Mentor1 week agoLink to VeRo
https://pages.ebay.co.uk/vero/
Also as you are now on ebay radar, better to upgrade to business seller ASAP.
https://www.ebay.co.uk/help/policies/selling-policies/selling-practices-policy/business-seller-policy?id=4710&from=EBAY_AI&origin=EBAY_AI
tobiasd4
Mentor2 weeks agoYou are selling all new items as a private seller.
Ebay and brand owners will be suspicious they are fake.
Read VeRo at bottom of page.
Upgrade to business seller.
moscollection
OP1 week agoThanks for your response. Which VeRO page are you referring to? I couldn't find the specific page you meant.
I've thought about switching to a business account, but I'm not sure it would actually solve the issue, and it may also involve different selling fees and business obligations. It would also mean operating as a business seller, so I'd rather understand the root cause before making that change.
I spoke to eBay customer support several times, and they eventually told me the issue was the use of third-party images. If that's the case, I completely understand and won't use any third-party images or promotional videos in future listings.
What I find frustrating is that I was asked to submit proof of purchase for my appeal, so I uploaded the original receipt for the exact item. The appeal was still rejected, and I received another restriction. If the problem was the images rather than the authenticity of the item, I'm not sure why I was asked for receipts in the first place. It feels like the evidence I submitted wasn't actually relevant to the decision.
I'll relist future items using only my own photos and no third-party content, and hopefully that resolves the issue.
fargvs
Mentor2 weeks agoPrivate account listing New items --- Check Business registration requirements >
https://www.ebay.co.uk/help/selling/getting-paid/getting-paid-items-youve-sold?id=4814&st=3&pos=1&query=Getting%20paid%20for%20items%20you%27ve%20sold&intent=pending%20payments&lucenceai=lucenceai&docId=HELP1448
https://www.ebay.co.uk/help/policies/selling-policies/selling-practices-policy/business-seller-policy?id=4710&st=3&pos=1&query=Business%20seller%20policy&intent=business%20seller&lucenceai=lucenceai&docId=HELP1375