Business account changed to private account unknowingly and confirmed by CS

[typo_lee]

Our payouts got changed from next to 30 day holds last week. Had a call from CS this second saying our business account has been changed to a private account and the agent hasn't got a clue why and its been sent to the tech department. Has anyone else had this done to them? Checked the ebay dashboard all listings are showing as business listings, business account with business contact info showing VAT number etc. All very odd and what a mess up. Business subscription still active etc.

Kat@ebay

Do you know anything about this tech issue at all? 

[4_bathrooms]

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@rainbowtrax wrote:

@4_bathrooms try changing your payout schedule to weekly. Having it set to daily disables the on-demand payout feature so change it to anything but daily and see if it then allows you to do an on-demand payout.

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I've done that and it states I'll be able to manually withdraw tomorrow so I'll have to try again then.

[valueaddedresource]

@typo_lee  do you have anything in writing either in your account or in email actually saying they've changed your account to a private account? Was this call from CS just out of the blue or was it a call back in response to your questions about your payments being put on hold?

If it was a callback about the payment hold, my guess is that you may have possibly gotten a customer service rep who was confused and reading from the wrong script in order to try to provide you some information to be able to "resolve" the call and get you off the phone.

As has been explained in one of your other threads on that subject, eBay has policies in place which can put these holds on business accounts for various reasons mostly related to account performance or triggering certain risk criteria.

https://community.ebay.co.uk/t5/Business-Seller-Board/Change-of-payment-terms-being-rolled-out-to-ev... 

If this call from support was about that issue, it's possible the rep may have been confused/reading from the script for private accounts which are subject to across the board delays on payouts until after delivery that are not account specific/performance or risk related - but if that is the case, that doesn't necessarily mean your account has been moved to private instead of business, it could simply be a misunderstanding or incorrect information being provided by support (it would sadly not be the first time).

It would be helpful if you could provide the actual communication from support or a screenshot of anything showing your account has actually been changed.

[typo_lee]

Nothing in writing it was CS agent on call back. I think it is indeed a misunderstanding as our account is most definitely showing as business. 

[typo_lee]

Myself and some other business sellers who have had the same done to them have all been told funds will be released 14 days after order date if untracked. And yet on the hold funds page it says 30 days. No one has confirmed this on here though. Even kat@ebay hasnt responded just to let us know as courtesy if this is true?

[typo_lee]

Do you know if you can get hold of the telephone conversation transcript so I can post on here?

[xyz307xyz]

I don't think that is the correct tag format for kat - it needs to start with a @ as far as I know e.g. the one at the start of message #22

[typo_lee]

kat@ebay 

Maybe you can look into this as to why I have been told our account has been changed from a business to private account as confirmed by the agent who called me back today? Can you get hold of the transcript of the conversation at all. People are saying funds for items sent untracked will be released in 14 days and agents are saying 30 days? Can you confirm which one it is? Feel free to private message me to discuss if you cant discuss our account on the forum posts. Thanks

[typo_lee]

Can I ask do you work for ebay as you know a lot about ebays policies and potential issues?

[valueaddedresource]

@typo_lee  - kat@ebay  did respond to you on that other thread:

https://community.ebay.co.uk/t5/Business-Seller-Board/Change-of-payment-terms-being-rolled-out-to-ev...

Items with tracking should be released for payout 72 hours after delivery confirmation but if you don't use tracking it could be longer - usually 14 days, but can be 30 days or more depending on the reason for the hold.

[valueaddedresource]

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@typo_lee wrote:

Can I ask do you work for ebay as you know a lot about ebays policies and potential issues?

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@typo_lee  sure I don't mind you asking, but nope, I don't work for eBay - though I do make it a point to keep up on policies and potential issues.

I really only know so much about this specific topic because it has been a major source of discussion in the US eBay community over the last few months (including similar very confusing and frustrating communication from support) so I figured I'd share what we've all learned over there here to try to help save you all some of the headaches. 😉

[typo_lee]

I was met being funny at all I was just interested and I really do appreciate your help and advice. It’s a shame eBay CS couldn’t offer the same 

[typo_lee]

I was referring to kat about this latest insight into our account being actually changed from business to a private account according to the agent 

[papso22]

It quite clearly wasn't changed, it's just miscommunication by the agent.

[typo_lee]

I know it wasnt changed after looking deeper into our listings etc. But it was a very big concern as I am sure you will agree and shocking how agents are spouting all this info and its pie in the sky stuff by the looks of it.

[kat@ebay]

Hi @typo_lee ,

Your account is a business account. I'm not sure where the confusion would of come on that but it is a business. Business accounts cannot be changed back to private accounts.

I understand your frustration with the holding of your funds and not being happy with having to wait 30 days. eBay regularly review accounts and may place certain limitations/restrictions/ holds due to compliance or risk reasons. As you mentioned the email you received for your limitation for your account on an earlier thread it does mean funds can be held up to 30 days if no tracking is added to orders. With tracking it is up to 72 hours. 

Other sellers being told up to 14 days may mean they have a different restriction/limitation/hold on their account which we cannot discuss. 

We don't have access to action taken by risk teams and as this is a public forum we cannot discuss individual accounts.  Any further appeals for this need to go through customer support.

Thank you,

Kat

[typo_lee]

kat@ebay 

Thanks for the reply. I have just spoken to CS in Dublin. These are far more helpful than the US agents. They have said because I went on holiday a couple of weeks ago our ebay balance went into a negative balance because obviously we weren't selling and the promotion fees continued to come out therefore creating a negative balance of some £28. He did say funds would be released in 14 days and that the hold is not permanent its temporary.