Hello,
I am writing to formally raise a complaint regarding ongoing account restrictions on our business account Sonoluxeltd, as well as the unprofessional conduct experienced during our recent interaction with eBay customer service.
We are a registered business seller specialising in second-hand luxury goods. Since opening our eBay account, we have complied fully with all eBay policies. Our listings include up to 20 high-quality images, detailed descriptions, and authentication certificates. We have never experienced similar listing or authenticity issues on other established resale platforms.
Recently, we experienced repeated listing failures and received multiple policy violation notices related to authenticity. In response, we provided all requested documentation, including authentication certificates. eBay subsequently confirmed in writing that the reported listings were not removed, and that the decision was made using automation or artificial intelligence.
Despite this confirmation, our account was restricted for seven days. After waiting the full restriction period and making no further policy violations, we attempted to list again, only to find that our account had been automatically restricted for another seven days again. This strongly suggests that an unresolved automated trust flag remains on our account, despite our full compliance and eBay’s own confirmation that the listings were valid.
To make matters worse, when we contacted customer service by phone today seeking clarification and resolution, the representative advised us simply to wait another seven days and then disconnected the call without resolving the issue. Being hung up on while attempting to resolve a serious business-impacting issue is unacceptable and does not meet the standard of professional customer support we expect from eBay.
This situation has caused unnecessary disruption to our business and loss of trading time. Waiting repeatedly for restriction periods to expire does not address the underlying problem and is not a solution.
We value our business relationship with eBay and wish to continue selling on the platform, but this matter requires urgent human review and proper resolution.
We look forward to your prompt response and confirmation that this issue is being escalated appropriately.
Yours sincerely,
SONO
