How eBay Ruined My Business

[gwynn59]

Before I get into a rant, a little back story will probably help. Last year the company I used to be employed by went into administration. As a hobby, I have spent many years repairing electronic devices, so thought ‘I wonder if I could turn my hobby into an income’. So, made the decision to set up as a sole trader repairing computer hardware and selling it on eBay. Spent several thousand pounds on equipment and stock, registered my business with HMRC, took out a business insurance policy and then setup an eBay business account. Got an email from eBay ‘Welcome, your in! Thanks for coming to eBay’. Ten minutes later, get another email confirming set-up of my direct debit for payouts. Happy days I thought….

Now for the rant…

3 days later (18th Feb), I receive an email at 00:50. MC081 NOTICE: eBay Registration Suspension (shown below). The email requests I provide 1) Proof of name, 2) Confirmation of you registered address, 3) Proof that the item/s you listed are in your possession. Number 3 is an odd request, as I have yet to use the account, so have nothing listed.
The email then goes on to state that details of acceptable documents and how to upload them can be found by clicking this link:

 http://pages.ebay.co.uk/help/account/verification_request_documents.html

This link actually takes you to a page about Phishing…..I did wonder if this was some kind of bad joke.

At 00:52, I receive the following email stating that the account has been permanently suspended because of activity that was putting the eBay community at risk.

So, I reply to the first email pointing out that the link provided on how to upload the requested documents is incorrect and could they clarify how to upload the requested documents. 6 minutes later I get the following response.

Later in the day (after I’d calmed down), I used the online assistant thingy to request a call back from an agent. The agent explained that there is nothing I can do, the suspension is permanent and I cannot appeal the decision. She basically read out the previous message from Shiba H.

I then found this thread – Account Suspension . In post #4, roger_roger_over_and_nowt gives a link to request personal data. So I decided to give it a try. A week later (25th Feb), I get this:

A few hours later I then receive this:

Closely followed by this:

The nightmare is over, or so I thought….

On 8th March, I receive this.

Clicked the link to download my files, but I’m taken to a page of check boxes on what data I would like in the report. I tick all the boxes and click submit. On 11th March, this arrives:

Followed on 18th March by this:

You may be noticing a pattern emerging 🤔
Unfortunately, I was unable to click the link to download my files as a few hours after this email arrived, I got this one:

Closely followed a minute later by this:

Hmmmm, they look familiar….

So, I decide to try requesting my data again via the link provided by roger_roger_over_and_nowt. This morning (21st March), I get this:

To clarify, the only documents I provided were at the time of the first data request on the 19th of Feb. I was not asked to provide any documents for the second data request.

So there it is, after 20 years of trouble free use of eBay as a private buyer/seller, it all comes crashing down. In some ways, I consider myself lucky that this happened before I managed to get the business off the ground. I’ve read many horror stories of poor sods who have this happen out of the Blue with well established businesses.
It’s somewhat ironic that all of this is probably due to an over zealous IT system, considering the business I was trying to set up. It would appear that the top people at eBay have never heard of the Royal Mail Horizon scandal and how over reliance on IT systems can royally shaft innocent people.

The real kicker in all this is not knowing in what way I have endangered the eBay community.  It's like being arrested by the Police and not being told what the charge is.  The only thing I've done is create the account.  I haven't listed a single item.  In the brief time that I was able to actually login, I did notice that the currency shown in the seller hub was $, which set alarm bells ringing as I'm in the UK.  I'm convinced that there has been some kind of glitch during the account setup process, but trying to get anyone at eBay to investigate this further is impossible.  The customer service agents just read out what a computer tells them to.

Thanks eBay, thanks a bunch.

[gwynn59]

Private Frazer in Dad's Army was right, "We're doomed!"

[gwynn59]

On Monday (23rd March) I contacted Ellis Stijns, by replying to the message he originally sent informing me of the first time my account was reinstated.  Received an email this morning saying that the 'trust & safety team' has looked into why my account was suspended again and that there should be no further issues.

Hopefully this will be the case, but if not, at least I have someone I can contact if it goes pear shaped again.

[the_book_seekers]

It feels like a scary lottery - who will AI pick next. 

[moonlight-rhapsody]

That's good news, so I hate to sound a bit churlish but has anyone apologised for the stress they've put you through, and given an explanation.  And I would have thought they should be falling over themselves to make amends, such as free promotion or no fees for X period as compensation.

[gwynn59]

Ellis did wish me a lovely day.....but other than that, not even a free Easter egg has been offered.

[gwynn59]

I've had another message from customer services relating to why the currency in the seller hub is in US$.  They have said this is due to me logging in via ebay.com.  This is definitely not the case.  I have just logged in to my personal account via ebay.co.uk and then clicked switch account to login to the business account.  The URL on my seller hub is ebay.co.uk.  Oh well, back on to customer services again 🙄

It has been nearly 4 days since the account was reinstated, which is the longest it has been accessible yet, so at least that's something.  Plus in this last message, they did apologize for any inconvenience caused 👍

[gwynn59]

Had an almost instant response from customer services.  They are now telling me that all new accounts show the currency in USD until I sell my first item, then the currency displayed will change to GBP.  Seems a bit odd, but hopefully will find out soon as I'm listing some items tomorrow.

[therenewalworkshopltd]

I think that is called CS, trying to blag you.

That is utter rubbish I'm absolutely certain.
Why on earth would they default to a different countries currency?  It makes no sense at all.

And this is probably something to do with them banning you etc.

I have a suspicion, that you may be better off starting once again with a new account.
Or converting your personal account to business.

[sheba-knows-best]

Another of my accounts - with no sales - always shows elements in USD.  Nothing to do with being suspended. Account works fine. I've used it for years (not sure when the USD bit happened but its been months and months since I first noticed it). And yes, when I took the screen shot I checked it was ebay.co.uk in the URL

[therenewalworkshopltd]

Fair enough, but I've never seen that myself and I have had quite a few accounts over they years.

[moonlight-rhapsody]

"I'm listing some items tomorrow."

Be sure to post the link to your account when you've done your listings - it will ensure that lots of people who have followed your thread will have a look, and ebay's bots will hopefully reward you with a better ranking for being so popular!

[mend_us_this]

I'm now able to post using my business account 😀

I've now got a few items listed and I can confirm that the second customer service agent was almost correct.  Once I had listed an item for sale, the currency in the seller hub changed to GBP.  Didn't need to actually sell something for the currency to change.  Still find it odd that it defaults to US$.

I now feel maybe it's necessary to change the thread title to "How eBay (Almost) Ruined My Business".

[therenewalworkshopltd]

Just one thing to note.

If you are looking to join the refurbished program at some point, then I would strongly recommend that you follow the programs standards.  One of which, is a 12 month warranty on your items.
As it stands, your offering a used item with a 30 day warranty, which is pretty much standard anyway.
In all the time I have been on that program, I don't think that I have ever had something returned over 30 days anyway.  So it really shouldn't give any extra problems.

You can't use it yet, as you won't qualify for a little while.  But worth it, if that is your main money maker.

https://www.ebay.co.uk/sellercentre/refurbished

You also have a couple of items, where a box is the main image.  I'd suggest that you change them to the actual item.

And if your not aware, I know that you have some stuff in the condition description.  But frankly, people do not read this, or they do, very rarely.
So I would suggest that you add this in to your description.  It still probably won't get read, but the more you put something, the more likely it will be.

[moonlight-rhapsody]

Congratulations, and well done for persevering.  Fingers crossed that you'll never have another situation as stressful as this one!

Good luck, and I hope you do well  😊

[moonlight-rhapsody]

PS.  I'd still try and get local business as well, because ebay is so unpredictable right now and I don't imagine it will get better.  If anything, the odds are that it will get worse, with higher fees, more difficulty for buyers searching, more reliance on AI, etc.

[nutrafituk]

Slightly off the topic, just showing how useless and unpredictable this place has become: just had a listing for a plastic shaker removed claiming the following:

We had to remove one or more of your listings for not following our Prescription drugs, supplements, and OTC drugs policy. We understand that this must be frustrating. But don’t worry — we’re here to help!

What happened

Prescription and professional-use drugs are not allowed.

Items referencing approval or registration by a regulatory body can’t be sold on eBay because such references may imply endorsement. We’ve hidden your listing until you can fix it. Revise your listing to remove references to approval or registration by regulatory bodies.

What this means for you

There's an issue with your listings that requires your attention, so we've hidden them until you fix the issue. 

These listings are still in your Active Listings folder in My eBay and Seller Hub so you can edit them to address the policy issue. However, until they are revised, new buyers can't purchase them, shoppers can't see them, and they will not be charged additional listings fees. Once you revise the listings, they will be visible to shoppers and buyers. Or you can end them, if you'd like, to move them out of Active Listings. We have credited any associated fees, except for transaction fees for your sold listing(s).

No policy violation has been recorded on your account.

This determination was made using automation or artificial intelligence. This came to our attention through automated detection.

More about this policy

Prescription drugs or products designated as professional-use aren't allowed. This includes, but isn't limited to:

• Prescription drugs or products containing prescription-strength medication or ingredients
• Dental products with hydrogen peroxide over 0.1%
• Injectable substances, including vitamins, regardless of whether they’re available over the counter
• Veterinary medicines that require a prescription

A medicine that is available over-the-counter in your listing country may be prescription-only in a country you post to. You need to ensure that you comply with rules, regulations, and eBay policies regarding the prescription status of a product in your listing country and in every selected posting location.

We don't allow the listing of prescription drugs, and restrict the listing of other drugs, to protect the safety of our members, and to follow government regulations.

Learn more: Prescription drugs, supplements, and OTC drugs policy

Listings not following policy

Item: 353219465050 OLIMP SHAKER bottle protein gym workout powder mixer clear 700ml

Just tried to work it out with an agent but he was absolutely useless claiming it could be anything picked up in error by bots. Just another time when that happens just to eventually receive 'sorry but not sorry apologies'... Years ago, we also had our account closed indefinitely without any chance to have it re-instated - just to have done so after taking legal steps.

This platform is an utter joke.

[into-healthsupplements]

---

@mend_us_this wrote:

I'm now able to post using my business account 😀

I've now got a few items listed and I can confirm that the second customer service agent was almost correct.  Once I had listed an item for sale, the currency in the seller hub changed to GBP.  Didn't need to actually sell something for the currency to change.  Still find it odd that it defaults to US$.

I now feel maybe it's necessary to change the thread title to "How eBay (Almost) Ruined My Business".

---

Well there's a first 🙄

[mend_us_this]

Just when you thought it was safe to go back in the water..........

Having sold a few items over the last couple of weeks, I was starting think that the good people at eBay HQ had actually looked into my account issues and it would be plain sailing from now on 🙄

Yesterday, I received an email notification that I had made a sale (woohoo!!).  At the very same second, I also received this:

So "We've detected unusual selling activity".  Yes, I agree, it is unusual that I have actually managed to sell something given the past months of a##e ache trying to get my account reinstated.

I wasn't massively concerned by this message at the time, as my payments are already on hold due to the account suspensions.  I have yet to be paid out for items that I sold 2 weeks ago.

Then today, I made another sale (double woohoo!!).  Once again, I immediately receive another email from eBay:

This was the first I'd heard that there were "unresolved issues with my account".

To resolve the issues, eBay have made 2 requests.

Firstly, I need to verify my identity by uploading a photo of my passport/drivers licence/etc.  For those that haven't been following this saga from day 1, I have already done this before, along with my HMRC business registration documents, underpants size, most hated school dinner.......

The second request is to upload tracking data for the items that sold yesterday and today.  In order to do this, I actually need to dispatch the items, which will happen on Monday, or would eBay prefer that I charter a helicopter and deliver the items within 30 minutes of them being sold?

So now not only are my payouts on hold, but all my listings have been hidden (£5000 of items) and I can't list anything else.  Amazeballs.

In response to "moonlight_rhapsody":

ebay is so unpredictable right now - agreed.

I don't imagine it will get better - agreed.

the odds are that it will get worse - certainly seems that way.

In response to "nutrafituk":

This platform is an utter joke - 1000000% agreed.

[therenewalworkshopltd]

Well, the good news, is that your listings are perfectly viewable still.

So as it stands, it's not impossible to sell something.

There is clearly something about what you are doing, that they don't like.

What that is, I really don't know.

Unfortunately, you are selling in a category that is rife with issues, due to dodgy sellers etc.
So they do tend to be a little more careful than with others.

The ID verification may just be due to hitting a selling limit, as they do actually do this a second time.
As to getting the tracking loaded, if your using click and drop, then you can get the labels sorted prior to Monday.  Just make sure to put in the posting date at the bottom, so it's Monday instead of today/Sunday.
That will then give you your tracking numbers.  Not that I think that in itself that will make a lot of difference.

[mend_us_this]

I checked to see if the listings were still visible 30 minutes ago and they weren't, so can only assume that uploading my passport (again) has done the trick.

It would be nice if they have concerns about me or my business, if they could just pick up a phone and speak to me.  Remember the good old days when people used to talk to one another.

Yes, I use click and drop.  I will be sorting the postage out tomorrow.  It would be nice if eBay recognized what a weekend is.