EBAY RESTRICTED ACCOUNT NO ONE CALLING ME BACK INCORRECT DEFECTS PLEASE HELP!!

[syriusstar02]

Please please help!  Ebay have listed me as Below Standard since June.  I have attempted to resolve many times now but all agents are making promises and not delivering.

I suffer from a condition which requires me to now take Morphine every day, and a lot of other medication.  I have had to give up my job as Sepsis also left me with brain injuries, resulting in memory issues and brain fog, as well as a stutter.  All of this resulted in a nervous breakdown in June and July.  I was able to close my shop for some of this period, however I reached the maximum time.  My son then agreed to help me manage Ebay during this time, by helping sending orders out and managing the admin side.  Unfortunately, he was unaware of the messaging and case management as I had forgotten to show him.

This happened because Ebay is my only source of income just now due to illness.

Long story short, the first few defects created was relating to late items. Royal Mail taking ages to deliver my items (please note, I have offered Ebay three different times to send my posting certificates to prove I am posting on the day and handing these over to Royal Mail on the day).  The defects for Item not as described’; I have evidence from customers showing they just did not like the items, ordered the wrong size, etc.  Once again, I have offered Ebay evidence but told by the few agents that they can see this.  Lastly, four refund was due after a returned item, but it was an empty envelope for one and missing items on the other.  Ebay told me to raise ‘report the buyer’, nothing happened. I have 2 latest defects now because a customer asked me to order more stock of something.  I agreed and gave a shipping estimate of 14 days which the customer agreed to.  No complaint from the customer, Ebay must have checked something their side.

It is my only source of income due to illness and I am now about to miss my third mortgage payment.

I have spoken to three different agents; all of them have assured me they were going to look at my defects.  The last lady confirmed a lot of these can be removed and assured me she was going to do this and call me back later in the week when done.  I still haven’t heard anything and no action has been taken.

I have been told to try and sell as many items as possible so the % of defects reduces, but I have gone from around 120 orders a week to around 20.  I’ve lost my promotion rights.  I am about to miss my third mortgage payment.  I have started listing my stock in bulk to try and get some money in, as well as list home items.  These aren’t able to be promoted either so I am not getting many sales at all.

I really do not know what to do here.  It takes me all my time to call Ebay because of my condition.  The last 2 calls to them, I can’t help but breakdown on the phone and can’t actually talk.  I am really in dire straits here.  Can anyone give any advice on what I can do or is there another department in Ebay that can help?  I find it so difficult to navigate Ebay with my head fog but cannot seem to find anything about complaints.

For late deliveries, I do have to mention.  I have a total of 67 claims outstanding with Royal Mail for missing items, because customers have said they haven’t received an item.  Some of these are outstanding since March.  Royal Mail are currently investigating me because of the number of claims.  I can’t threaten small claim court action to them, as I have zero income an bills piling up. Some sales, Ebay said the item wasn’t delivered.  I have letters from Royal Mail stating some of these items were delivered.  Ebay have now told me to issue a refund for every case raised.  Even if it shows as delivered,

Please please can someone give me some advice.  My situation is now dire and I cannot tell my family as everything is just so messy.

[1956glyn]

Hi

The first thing i think you need to do is contact your Mortgage provider and try and explain to them the situation.   Try your hardest to keep to the relevant points.   IF you find this difficult over the phone then maybe get your son to go to one of their branches with you to explain in person.

Do not just ignore the fact you have not paid your mortgage for 3 months and try and come to some resolution with your Mortgage Provider.    They MAY even allow you to defer your mortgage payments for a few months as an option.   You really need to contact them to see what they can suggest.

IF anyone is sinking into debt of any kind.......they MUST contact the appropriate company to come to some resolution.     You cannot sit back and do nothing.   Its often surprising how institutions are willing to help 🙂

Step two.....i am sorry but you sound as if you really need the help of your family with your Ebay account.      Sit them down and calmly explain the situation and where you have gone wrong.

Ask them for help.  There is no shame whatsoever in asking for help from family and i am 100% sure they will understand.  

Once your family fully understand your predicament then i would contact Ebay again.....give them authority over the phone to speak to a relative...hand the phone to your relative and see what resolution can be agreed as they may be able to explain your predicament better than you can at this current time.

You are getting overwhelmed and i can see why BUT saying that get your family involved as you need help x

[dch2112011]

First thing I would do is get hold of Citizens advice  or someone who can help you with making a claim for benefits - as you say you have no income but ebay.  Second  discuss your debt with your mortgage provider they are duty bound to help and may even be able to give you a holiday period.

Next your account is live and kicking - maybe look at your shipping period and buy your labels via an integrated service and make sure they are posted ontime

[syriusstar02]

Hi

Thanks for your reply.  I am currently getting help with applying for benefits but understandibly this is going to take time.  I am now having to borrow from just about everywhere. 

I am more shocked that Ebay are basically refusing to help in any way.  I have so many assurances from each person I have spoken to.  There is clear evidence that a lot of these defects are actually incorrect.  It has been very difficult to explain this each time while trying it to keep it together.  I also have to write everything down due to my memory issues.  It just feels like everyone is fobbing me off.  I have had 2 people try calling on my behalf, but they have been told the exact same thing - we will look into this as we can see some are incorrect.  I am also assured my one lady  that charges I am getting for everey transaction will be refunded but that has not happened either and if anything the charges are increasing.  The last few defects, eBay said I just had to go into my account and dispute them, after 2 hours of sesrching I found where i could do this but they were rejected right away incorrectly.

Is anyone know how to complain but a different route as i am not getting anywehere. my son was told facebook but i cannot do social media as i am no longer computer litterate just now.

[4_bathrooms]

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@syriusstar02 wrote:

I was able to close my shop for some of this period, however I reached the maximum time.  My son then agreed to help me manage Ebay during this time, by helping sending orders out and managing the admin side.  Unfortunately, he was unaware of the messaging and case management as I had forgotten to show him.

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Oh dear. "Cases closed without seller resolution" causes eBay to get their biggest stick out; i.e. the "Below standard" seller rating. If a seller is rated "Below standard" for (I think) two consecutive evaluations eBay slaps the "6%" penalty (since when was it that high?) on their final value fees. Note that in the crafts category - which attracts 12.9% (+VAT) - this is really a 46.5% increase as 18.9 is 46.5% more than 12.9. If you have also been evaluated "Very high" in your service metrics for INAD cases opened this attracts a further "4%" penalty; in other words you will be paying 22.9% (+VAT) in FVFs, a 77.52% increase over the usual 12.9%.

Cases closed without seller resolution can be appealed but there is a limited time to do so; I think the time limit is 30 days following closure of the case. Even if you're within this time frame an appeal is only likely to be successful if you can either prove eBay failed to follow their own published policy or that you met your obligations. Having met your obligations means proving you sent a return label for an INAD case or uploaded tracking proving delivery (or attempted delivery) for an INR case. In both cases the proof needs to show these things happened before eBay was asked to step in and then closed the case.

As mentioned; the first thing you need to do is follow the previous excellent advice and contact your mortgage provider and/or Citizen's Advice and see what help you can get. The second is to consider whether you can continue with your business. It doesn't sound like you're able to manage the eBay account yourself and anybody who is going to help with it needs to understand how eBay works particularly when it comes to handling cases and disputes. I have a feeling you are too late to do anything about the cases that have been opened and counted previously; eBay are therefore not going to help with those. You will need to show improvements (i.e. no cases closed without seller resolution) every evaluation to prevent eBay placing a selling restriction on your account. You will also need to consider if the business is viable even in the short-term given the now increased eBay fees and lower visibility. Is the business even covering it's costs? How do you source your stock - is your entire inventory stock that is held or do you order it from a supplier once you receive an order?        

[wyntersemporium]

I had 3 months off due to mum passing , as soon as it gets to the end of the month, add another month on in time off. As I was so stressed out with her passing.