topic Re: Devastating experience with this AI enhanced support system in Seller Central

Devastating experience with this AI enhanced support system

delxoz — Thu, 28 May 2026 19:40:37 GMT

Hello,

After weeks of back and forth Im really exhausted by Ebay's organization - my case was really simple and we lost extremely long time without any resolution. I'm member since 2008 and haven't used the support in years, however I can't even find the right words to describe my experience from the whole ordeal.

Long story short - my nationality in personal info section is wrong and I cant change it. So I contacted the support and explained the case and that I can verify my identity with ID, documents and whatever required. They said through chat that this will be handled by another team in 72 hours. Fast forward a week ahead nothing happens - I contact them again, they say that I need to create a new seller account because nationality cant be changed and this happens from time to time so it is perfectly fine to have 2 accounts.

I created a new account and it was immediately banned.... If I try to write them from my original account they say because of GDPR they cant help. If I write them from the banned account no message goes through because AI system filters it. I tried to request a call - as soon as I picked up the call other side cut off the line. No way to contact anybody.

My case is totally legit, Ive never caused any issues and always followed the stated rules. In the end this does not matter at all.

If you wonder why I need my nationality changed it is because of VAT. I want to sell my items and ship them, from EU country, I'm EU citizen but due to UK status of my account I get hit with over 20% VAT surcharge which makes them unsellable...

At this point I my last hope is if someone can tell me how to reach a real person who can actually help. That would be a huge relief.

Also if by any chance any support members read the forums case ids are
SR# 1-505707422315 and [THREAD ID:1-6GC30OR7].

Re: Devastating experience with this AI enhanced support system

str11p — Thu, 28 May 2026 21:38:27 GMT

Can't help with your question really but did they give a reason why the new account was banned?

Had you already listed something on it?

Did you create it on ebay.co.uk or .com , .de, .fr etc?

Re: Devastating experience with this AI enhanced support system

delxoz — Fri, 29 May 2026 05:49:48 GMT

No problem, I see that in the forums there are a lot of people in similar situations. As usual no reason why this is happening, account was created on ebay.de

Managed to list maybe 2 pairs of shoes before account was banned - listings were completely standard. I don't think they are related. I suspect it is some kind of auto checks and flags which are giving false positives. Main issue for me is not even the ban itself but the lack of ability to reach real person who can actually review the case and take an action.

Re: Devastating experience with this AI enhanced support system

therenewalworkshopltd — Fri, 29 May 2026 06:58:41 GMT

I must admit, I'm a little confused with this one.

You say that you are an EU citizen, yet the country is incorrect.

So firstly, what exactly do you mean by that?

Do you mean that you are living in the EU, or the UK?

If you are in the UK, are you a naturalised citizen?
Are you using a private account?

If you are located outside the UK, then ebay will be adding VAT to your sales, as they are jointly liable for it.

But if you are not an actual UK citizen, then you should be registered for VAT already and claiming it back.
So effectively, you need to reduce your prices to account for the VAT portion of it.
You would then be able to also claim the VAT on your purchases.

I'd suggest that you have a read of this:

https://www.gov.uk/hmrc-internal-manuals/vat-registration-manual/vatreg37150

Re: Devastating experience with this AI enhanced support system

*vyolla* — Fri, 29 May 2026 10:35:52 GMT

@delxoz wrote:

If you wonder why I need my nationality changed it is because of VAT. I want to sell my items and ship them, from EU country, I'm EU citizen but due to UK status of my account I get hit with over 20% VAT surcharge which makes them unsellable...

I'm also confused here. You have a UK eBay account but aren't in the UK now and want to change your account to show that you're now registered in Germany?

And you opened a new account on ebay.de with your German address which was immediately banned?

Re: Devastating experience with this AI enhanced support system

str11p — Fri, 29 May 2026 17:41:03 GMT

"Main issue"

If you haven't already, check or post on the German boards. I don't speak German, so this is the best I could find in 5 minutes of looking.

https://community.ebay.de/t5/Mitglieder-helfen-Mitgliedern/Ich-m%C3%B6chte-hier-mal-mit-einem-Mitarbeiter-sprechen-und-nicht-mit/m-p/5047862

They also have there own reps there and they seem to comment fairly regularly; (clearly not on all posts). If you post it may (or may not) be better to post on a "work day".