Urgent Appeal – Request to Reinstate Selling Privileges and Review Seller Performance
Summary: indian_ayurvedic_store has reached out to request a detailed review of their seller defects, which have led to a suspension of their selling privileges on eBay. They report issues with order cancellations due to site errors and airlines not accepting shipments, as well as disputes related to items not received (INR) and items significantly not as described (SNAD). indian_ayurvedic_store claims these defects were due to circumstances beyond their control and that eBay support had provided specific instructions for handling these issues, which they followed. They are requesting the defects be reviewed and potentially removed, their seller performance metrics recalculated, and their held funds released. They express a commitment to resolving these concerns to continue building their business on eBay.
Dear eBay Team,
I am writing to request a comprehensive review of the seller defects due to which my selling privilege has been stopped.
INR/SNAD cases, funds currently on hold,
Kindly review the SRs and support threads listed below, as they contain the complete history of the issues I have been reporting to eBay.
1. Cancellation-Related Seller Defects
I had already excluded Israel and other European countries from my shipping settings. However, due to a site/system issue, multiple orders were still placed from destinations that I had excluded.
These affected orders were for European countries where airlines were not accepting the shipment of the relevant products. Therefore, I was unable to dispatch these orders due to circumstances outside my control.
I contacted eBay Support regarding these issues, and the eBay team confirmed that there was a problem with the site/settings. During the support conversations, I was specifically instructed by eBay representatives to go to Order Details → Cancel Order and select the appropriate cancellation reason, such as “Buyer asked to cancel” or “Issue with buyer's address.”
I followed the instructions provided by eBay Support, cancelled the affected orders, and refunded the buyers.
Therefore, I do not understand why these transactions are being counted as seller defects/Bad Buyer Experience (BBE) against my account.
These were not cancellations that I made simply because I did not want to fulfill the orders. I had already excluded the relevant destinations, the airlines were not accepting the shipments to those destinations, and the orders were placed despite my shipping exclusions because of the site/settings issue. I contacted eBay Support and followed the instructions provided by eBay to resolve the situation.
2. INR Defects
I would also request eBay to review the INR (Item Not Received) defects on my account.
For the affected INR cases, the tracking information shows that both items reached the destination on time and were subsequently held by customs at the destination.
Once the shipments had reached the destination and were being held by destination customs, the delay was outside my control as the seller. I had dispatched the items properly, and the tracking confirms that they reached the destination.
I therefore kindly request eBay to review the tracking history and remove the INR defects related to these shipments.
3. SNAD Cases
I also request eBay to review the SNAD (Significantly Not as Described) cases/defects on my account individually.
Please review the evidence and case history for each SNAD case and, where the evidence supports the seller or the case was incorrectly classified, remove the corresponding SNAD defect from my seller performance.
4. Multiple Support Records
The following SRs and thread IDs demonstrate that I repeatedly contacted eBay Support and made genuine efforts to resolve these issues.
eBay Document ID: 172762947006
Tracking your item—SR# 1-506270406931
[THREAD ID: 1-6GKZQUNH] ** imp
[THREAD ID: 1-6GL1F4UG]
[THREAD ID: 1-6GL2PB0M] **imp
SR# 1-507050186795 **imp
[THREAD ID: 1-6GXRMWRJ] **imp
SR# 1-507050186795 **imp
[THREAD ID: 1-6GYLRJ6Q]
Shipping insurance – SR# 1-507114772517
[THREAD ID: 1-6GZACGSC]
“An update regarding your recent query!" – SR# 1-507114772517
[THREAD ID: 1-6GZAU4OY]
These records demonstrate that I repeatedly contacted eBay and sought assistance regarding the difficulties I was facing. I did not simply ignore these issues or cancel transactions without attempting to resolve them.
5. BBE Rate and Funds on Hold
I was recently informed that my Bad Buyer Experience (BBE) rate is 7.6%, compared with a market average of 1.3%, and that this has resulted in a hold on my funds.
I therefore request that eBay review the above transactions and cases individually and based on the actual evidence, rather than automatically counting them against my seller performance.
If the defects have been incorrectly applied, I kindly request that they be removed and my seller performance metrics recalculated accordingly.
I also request that, after the appropriate review, the funds currently being held be released.
My Requests
I respectfully request eBay to do the following:
Review all the affected transactions individually.
Remove the cancellation-related seller defects/BBE impact where the cancellations were made following eBay Support's instructions and were caused by the shipping/site circumstances described above.
Review and remove the INR defects where tracking confirms that the items reached the destination on time and were subsequently held by destination customs.
Review the SNAD cases and remove any SNAD defects where the evidence supports the seller.
Recalculate my seller performance metrics after removing any incorrectly applied defects.
Release the funds currently being held, subject to the applicable review.
I have maintained my eBay account for approximately 6–7 years, and I genuinely want to continue building my business on eBay. My intention is not to criticize eBay but to explain the difficulties I am facing so that I can understand where I may be going wrong and what I can do to improve my sales and listing activity.
I respectfully request that this matter be escalated to the Seller Performance/Account Review team and reviewed based on the complete history, support records, tracking information, and case evidence.
I would greatly appreciate your assistance in removing the applicable defects, releasing my held funds, and restoring my chat support access.
Thank you for your time, understanding, and assistance. I look forward to your response.
Kind regards,
Seller ID: indian_ayurvedic_store
papso22
·1 week agoYou are in India. You need to contact ebay customer service in the country that covers your account.
You have posted on a UK community board where members discuss issues with each other.