Payments on hold- mc011

[ruby123_blue]

Hi All

i have been with ebay over 20 years-selling for over 10 years and have very recently changed to a business seller (i didn't know this was mandatory) even though i was completing my annual self assessment accounts as a private seller the last 2 years.

just last week had a red banner alert where my payouts have been put on hold due to an issue of MC011 requesting for validity of a handful of my items. As i purchased these items locally from someone i met at a market, I am unable to provide an invoice or receipt and have therefore given a screen shot of the bank transfer. (I know as a business seller i should have requested for an invoice from my supplier however i saw that they were also selling the same item on ebay and just went with it.) 

after a few hours i received a message back saying the evidence was ‘incomplete or illegible’ to which i responded again that i was unable to provide the receipt or invoice but that i can give evidence of my communication with the supplier which also contains their address.

I received a response again saying the same thing however it seems the messages being received back are now automated as they are just a repeat of what was written before with a ‘human’ name/signature ending the message. I have spoken to ebay a few times but apart from opening an official complaint they are unable to do anything. 
the ebay MC011 message states 

Here’s what you need to do:
- Upload documentation showing that you purchased the item(s) recently listed on eBay. This can include a manufacturer's invoice or a receipt. You can upload your documents at the following

emphasis on ‘can include’ 

can anyone please advice in what i can possibly do to have the restriction removed as it is very difficult to speak to someone in ebay who actually understands. Surely if the proof ebay requires was restricted to invoices or receipts it would have said ‘MUST include’.

Anyone please help, i was relying on funds to clear this October. deeply disappointed with ebay, their customer service and the BOTS. 

[jckl1957]

My opinion is that you are quibbling over words.

You are selling a range of brand new items - many of them are branded - from a business account so Ebay are asking for proof of purchase from your supplier which you are unable to supply.

They need an invoice or a receipt from your supplier because an issue has been raised concerning the validity (I guess that means 'authenticity') of some of your items and, without an invoice from a reputable supplier, you cannot prove your items are authentic.

[*vyolla*]

I reckon it's the Gillette blades that have triggered this check - there are so many fake ones about that eBay likely have picked up on this item and want supplier details in order to confirm that your supplier is a genuine one. 

[rainbowtrax]

As @jckl1957 says, ebay aren't really interested in proof that you bought them, they want proof of WHERE you bought them, ie, that they came from a legitimate source. It's the authenticity through a legitimate supply chain that they're concerned with, not whether you paid for them. As you say you bought them from someone you met at a market, I don't see that it's going to be possible for you to satisfy ebay - which leaves you rather stuck. I don't know what to suggest. Out of interest, what is the brand that they're querying?

[ruby123_blue]

So the items in question are the clinique perfumes aswell as 4 of the Jo Malone single items.

Just a new update - I provided ebay a document which had the suppliers name, partial contact details, payment information and the items with their quantities. They have responded back again saying the document is 'illegible or incomplete' and requesting me to send 'receipts or invoices'. the message is a 'copy and paste' of previous ones they sent me- again not sure if sent by an ACTUAL person or BOTs.

@rainbowtrax i understand they are looking for a legitimate supply chain but my supplier is not prepared to give his suppliers information due to obvious reasons hence why i gave his full name and partial contact details.

I feel completely stuck in this situation and have even discussed this as a potential legal matter with 2 different law firms both of whom are telling me it wont be worth the fees involved.

[rainbowtrax]

Ok, the obvious question is do you know  for sure that they are legitimate items rather than copies? Perfumes aren't my area but I know there are a lot of counterfeits around and this is what ebay are obviously concerned about - as they don't want to be sued  for facilitating their sale. Without being able to provide proof of their legitimacy to ebay, I really can't see what you can do.

I don't see that you'd have any legal claim against ebay as selling here isn't a legal right that you're being denied. It's ebay's site and they're allowed to decide who they allow to sell on it.

Sorry I can't offer any solution. 

[red_magpie]

i purchased these items locally from someone i met at a market, I am unable to provide an invoice or receipt

I'm afraid this admission may be your undoing on eBay. Especially as you only very recently registered as a business seller.

Registration isn't about your tax return, it's about complying with your buyers' statutory consumer rights as a business seller, including the right to return items. 

I'm afraid that having presented yourself as a private seller and acquired your stock from someone you met at a market without any receipts is unlikely to satisfy eBay's legitimate concerns about the authenticity of your sources. Fantasizing about legal action against eBay would be simply delusional.

Good luck, but I fear you have so failed to realise the responsibilities of selling as a business that there may be no way out of the hole into which you have dug yourself.

[ruby123_blue]

I honestly did not know that it was a mandatory requirement to be registered as a business here and as soon as I did the research on this I changed immediately.

Even as a private seller i had a fair returns/refund policy to which i happily accepted a return or refunded a buyer many times (even with a buyer changed mind)- my feedback reflects this so yes I completely understand the responsibilities as a business to a customer (and not only the returns policy but the buyers other consumer rights too) however the only thing i didn't have was that i did not have a business account.

I wasn't fantasizing about legal action but for a small business seller who sells a couple hundred items a month, for ebay to block funds with continuous BOTS responding inaccurately and with incomplete requests- that was my issue. Following CAB advice and research online legal action can quite fairly be taken for issues like this but in my instance after paying the fees it wouldn't be worth it. On the plus side of things...

As a result of being persistent and sending the same documents, Ebay is actually responding fairly now. After speaking to a customer service advisor it is usual protocol and they now require proof of delivery of all my items even though i clearly use ebay to purchase postage labels - these are fully tracked up until delivery- again as I said the rep said it's standard procedure. 

I appreciate your response thankyou.

[rainbowtrax]

@ruby123_blue it is usual protocol but just to try and give you realistic expectations, this: MC011 & Permanent Ban - A Warning to Sellers About... - UK eBay Community is an example of how these situations usually pan out. You may find that, after you've provided proof of delivery, they then revert to wanting invoices/proof of supply chain so please don't get your hopes up too high.