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Seller account restricted due to BBE
Hi everyone,
I’m a seller based in Denmark, and my account has recently been restricted due to BBE (Below Standard Buyer Experience) related to order cancellations.
The issue is that I had to cancel some orders because buyers from South Korea provided incorrect or incomplete shipping addresses. My shipping system doesn’t recognize these invalid addresses, and when this happens, I always contact the buyer and ask them to correct it. Unfortunately, some buyers never respond.
As a responsible seller, it’s my duty to make sure that every order is shipped to a valid and verified address. If I were to ship items to an incorrect address, they could either:
Be delivered to the wrong person, or
Be returned to me — leaving me to bear the cost of return shipping or the loss of the product.
In either case, eBay would likely hold me accountable for “item not received” or “non-delivery,” which would hurt my performance metrics even more. So cancelling the order when the buyer doesn’t correct their address is actually the most responsible decision I can make.
I have zero defects, zero chargebacks, zero “item not received” cases, and zero negative feedbacks. I also reached out to eBay customer service and even spoke to account specialists — they acknowledged the issue but told me they couldn’t manually override the system because it’s automated. Unfortunately, I only get copy-and-paste responses instead of real help.
It feels very unfair that sellers like me, who act responsibly to prevent delivery problems, are penalized just because of an automated metric. Is there any way to get this reviewed or escalated properly? Or is this restriction permanent?
It honestly seems like eBay cares more about the performance numbers than the actual circumstances behind them.
Any advice or help from the community or moderators would be greatly appreciated.
Thank you,
john1297576
Mentor6 months agoThis is Ebay UK, so no good asking us for advice. While rules are probably the same would be best to ask on whichever site you use!