MC011

[thegamesguy2010]

Hi All,

I am hoping someone can help me

I received a message and email from eBay saying about MC011 and my account payments has been put on hold

There were no instruction in the email or message explaining what I needed to do

I have been on live chat multiple times and keep getting told to respond or reply to the email

I cannot do this as there is no insctruction

I cannot find a general email address to contact eBay so I am hoping someone else has received the same email and either has a link or email address I can have to contact eBay about I am getting nowhere

Thanks

[jonatjonatjonat]

MC011 is I think a permanent ban if I’m not mistaken, eBay have found something in your account they do not like and they perceive you to be a risk.

I imagine the issue is all those new items you are selling on a private account (or it at least won’t be helping matters).

[tressygirl]

Annoying when these messages do not explain the full issue,  and hard for us to be exact too,  as we have no access to your account or eBay messages received.

At a guess I would say eBay have spotted that with 260 Brand New items and registered as a Private seller you are registered incorrectly. 

A Private account is for selling your unwanted used items,  say a wardrobe,  attic,  garage clear out.  Selling all Brand New items ,  you need to register as a Business Account.

Change your account as shown below,  and I'm sure all will be well !

1. Go to Account settings in My eBay.
2. Select Personal information. 
3. Select Edit next to Account type. You may be asked to sign in again.
4. Select Confirm to upgrade to a Business account.
5. Specify whether you operate your business as a legal entity or as a sole proprietor and select Continue.
6. On the following page, enter your business information such as name, contact information, and returns policy. Then select Save.

Probably best to use a PC / laptop for this,  and not the app or mobile browser.  Chrome seems to work best on eBay.

@thegamesguy2010 

[thegamesguy2010]

Hi,

The people on live chat had said it was due to the amount of case I had open

My account is still active and I am still selling I just cant withdraw any money

As there was no instruction in the email I cannot confirm what the issue was

Thanks

[thegamesguy2010]

This is the email I received

Hello thegamesguy2010,
We require additional information to review your account. Your payouts are on hold until the review is completed. For more details on payout holds, see the Payments Terms of Use.

Here’s what you need to do:
More specific details are provided below.

Once you complete these requirements, respond to this email, and we’ll review your account. We may ask you to provide additional information during our review. It may take up to 3 business days to review your information.

We appreciate you being part of the eBay community, and we’re here to help you get back to selling.

Regards,

eBay Customer Service

[tressygirl]

You haven't been permanently restricted as you do still have items for sale.

Please follow my guidelines above,  register correctly as a Business seller,  that should help your case.

@thegamesguy2010 

[thegamesguy2010]

Hi,

Thank you for your help but I am looking for someone who has also received the MC011 email that did have instruction and where to send the required information I do not see how changing my account will change anything

Thanks

[jonatjonatjonat]

well you’ll be a legally compliant seller for a start.

[thegamesguy2010]

If eBay need me to change my account then I will do so, but there was no instructions explaining what I needed to do or why these restrictions were put in place

I was hoping that someone with similar experiences with MC011 could point me in the right direction of who to contact

[jonatjonatjonat]

Do you have anything in these two areas of ebay...

• Messages
• Account → Seller Hub → Performance / Payments

Note - ebay probably won't tell you that you need to change your account - as they don't seem to understand the legal requirements of the UK. But you are trading illegally as it stands (for starters - you don't offer returns).

[thegamesguy2010]

I have the same message as the email, still with no instructions

Under payments says 'Your payouts are currently on hold because your eBay account is restricted. You'll start getting paid again when your account is reinstated. Learn more'

When clicking 'Learn More' it says 'If your eBay account has been restricted or suspended, check your Messages for our email with details of what you need to do to get your account back'

But as stated before. There are no instruction. If the instructions were there I would not be here asking for help

[jonatjonatjonat]

Think you'll have to go through the AI Assistant first...

https://www.ebay.co.uk/help/contact?type=ContactUs&topicId=4379&l1label=Managing%20your%20account

There's an option on there re payments on hold - but you'll have to go via the chat these days.

Direct emails just aren't available anymore.

[thegamesguy2010]

I have tried that on many 5 occasions and keep getting told to respond or reply to the email, which I can't.

I did explain on the last occasion that there were no instruction and sent them the content of the email

They said someone would be in contact with me in 3 to 5 days ( it has only been 2) but I do not believe someone will get back to me. I think I may have to try and actually speak to someone at eBay which is not easy with my work

[roger_roger_over_and_nowt]

What does your seller dashboard tell you (via your feedback page ,top right).

Are you still "above standard" or has it gone to "below standard" ?.

[thegamesguy2010]

It says below standard with the following

Past seller level
Below Standard
As of 20 Feb, 2026

Current seller level
Below Standard
As of 20 Mar, 2026

Transaction defect rate

0.77% 7 of 906 transactions

Late delivery rate
3.40% 14 of 412 transactions

Cases closed without seller resolution
0.44% 4 of 906 transaction

[neovass0]

   Sorry I can't help you specifically, but looking at your seller dashboard, is that really all it takes to be classed as below standard ? The seller still has 100% feedback and the statistics don't look that bad to me, considering the volume of sales. What do I know, lol. The highest is the late delivery rate, but again, a lot of sellers are having problems with the postal services. Is 14 late deliveries out of 412 transactions that terrible. I know ebay doesn't like cancelled orders, but unless they happened within a short period of time, are 7 transaction defects out of 906 transactions (over 12 months) unreasonable.

[papso22]

The OP has obviously exceeded the allowable percentage of one of the metrics, as shown on their dashboard.  

One is clearly the late delivery one, (which is meant to be dispatch) which can be appealed if there is evidence of timely dispatch even if the courier delivered late.

The percentages are tight and have been many sellers' downfall, but don't usually lead straight to MC011 suspension.  Ebay likes their additional fees first.

[jonatjonatjonat]

Some sellers recently are being asked to provide evidence of where you are getting your stock from with valid invoices.

Given the items you are selling items that are 'Unbranded' but feature registered trademarks of Sony and Nintendo (famously litigious) wonder if thats part of the issue?

But only ebay can officially confirm - selling New unbranded goods with trademarked company logos on it from a private seller account would still be a guess - but is likely to be a problem at some point irregardless of your current woes.

[danefoster1]

I have received the email. It tells me nothing apart from total nonsense such as they want proof of all tracking - ebay stop this, its stupid. I use simple delivery 100% of the time so no, I do not need to upload tracking.

In one email they are telling me they want invoices of recent items I have sold, but dont tell me what they are, I reply then hear nothing. I then complain to them multiple times telling me to just reply to the email. I do, and hear nothing again, so I complain again a week later and then they tell me not to reply to the email as their inbox unmonitored and that I must reply to the mc011 message inside the platform, so they wasted my time, I reply to the messsge and they go a head and finally start telling me what item invoices they want to see and then choose a random item I sold in Feb. That is not recent is it ebay.

Absolute flammjng joke. Been messed about rotten.

[jonatjonatjonat]

And like the op on this thread. You are selling brand new items (multiples of them) on a private seller account. Certainly looks like you could be meant to be on a business account, if you are buying goods to sell.

eBay, if haphazardly going about it, are perhaps looking for evidence of that.