Selling restrictions for no apparent (fair) reason

[iserv01]

Hi everyone,

I’ve been trying to resolve an issue for weeks now and I’m honestly reaching a point of frustration, so I’m hoping that someone here – perhaps eBay staff or an experienced seller – can help shed some light on it.

I'm a long-time eBay member (since 2011) with a strong sales history and 100% positive feedback. Despite that, I’m now facing two major problems:

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1. Blocked from Selling in Electronics

Recently, I was informed that my account has been permanently restricted from listing in the Electronics category. I’ve received only generic explanations such as:

• Unverified suppliers

• Negative buyer experiences

• Order defect rate

• Return patterns

But none of these actually apply to my account in any clear or measurable way. My metrics are good, and I’ve always complied with eBay’s policies.

I’ve asked multiple times for more clarity, but the only response I get is that the decision is final and no details can be provided due to internal security. That leaves me completely in the dark — with no way to fix the problem, even if I wanted to.

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2. Listings Removed for "Counterfeit" – Despite Proof

Several listings of original, sealed and verified items have recently been removed with the reason: "Violation of replica/counterfeit policy."

This is completely false — I have provided:

• Official invoices from authorized distributors

• Photos of original packaging

• Serial numbers that can be checked and validated directly with the manufacturer (and I’ve done so)

Despite all this, the appeals were denied with a generic response saying eBay has confirmed the items are counterfeit. No explanation, no follow-up, and no ability to re-list or correct anything. I’m left with the feeling that the removals may just be an automated result of my Electronics restriction, but they’re being categorized as “counterfeit” — which is damaging and misleading.

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3. Open Cases – But I Can’t Resolve Them Further

The only potentially related issue I can think of is that I currently have two open refund cases from the same buyer.
Here’s the thing:

• I already issued a full refund through the eBay resolution process

• The buyer is still somehow able to keep the case open or escalate it

• I’ve reached the maximum action I can take — I cannot refund more, cannot close the case manually, and cannot respond further through the system

So now I have unresolved cases on my account that I cannot fix even if I wanted to, and I fear they’re being used as a reason to block me permanently from Electronics.

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My Ask:

• Is this restriction caused by the open cases?

• If yes, will it be reconsidered once those cases are closed (even though I did everything right)?

• If not — is there any way at all to have this reviewed by someone higher up?

I have contacted eBay phone support, email support, and used the appeals process — but I keep getting copy-paste answers. I’ve spent over a month trying to fix something I don’t even fully understand.

I’m proud of my seller record, I run my business seriously and ethically, and I just want a fair chance to resolve the issue — or at the very least, get a clear explanation.

Thanks so much to anyone who can help or advise.

Best regards,

[papso22]

As you are registered in Slovenia and dispatching from Slovenia, you will be subject to the ebay.com rules and not the ebay.co.uk ones.  They may well be the same though.

All I can say is that we frequently get reports of what seem to be unjust restrictions and suspensions and they don't ever seem to be resolved in the seller's favour.  It's ebay's decision and only they can change it.

[iserv01]

Hi papso22,

Is there some eBay employee here that is able to shed some kind of light on it or answers these kinds of questions / or has helped anyone or is this just us "peasants" complaining to eachother 🙂 ?

Thanks!

[marco@ebay]

Hi iserv01, thanks for your post.

When it comes down to restrictions, suspensions or similar things like that, we are not able to do much over here as we do not do customer support, and provide advice would be rather difficult as this kind of scenarios may vary from case to case. Best thing to do here is contacting our customer service team from our Help & Contact pages, and an agent will review that for you and advice what's the best thing to do for your account in order to get your case resolved.

Thank you,

Marco

[iserv01]

Hi Marco,

the problem is i am not geting a definitive answer. I have spoken with 3 different telephone agents, chatted online, e-mailed back and forth with 4-5 different persons. It is like speaking to a robot, they all provide the same copy/paste answer with no usefull info on whats wrong exactly and what to do.

So the solution suggested does not work.

Urban

[marco@ebay]

Thanks for your reply, iserv01.

I understand where you are coming from, but I'm afraid that we wouldn't be able to provide further assistance on this matter over here. If you've contacted different agents, and they all provided the same answer/outcome, that'd mean that that's the final resolution. However, you're free to contact them again if you want, but as advised before, we wouldn't be able to take further actions over here.

Thank you,

Marco

[iserv01]

I know you are unable to discuss this here, but is there a chance for you to help us resolve this with someone who will be able to review the case and provide a clear answer on what do we need to do to get the restrictions removed?

I have never in my wildest dreams thought that its going to be so difficult to get an issue resolved on ebay, i have always had positive experiences but now it seems like i have hit a wall and it seems im not the only one. I dont understand why its so hard to get someone to speak to regarding it.

It would be a very easy solution for the support just to say "you did X wrong, thats why you are restricted" but with a concrete reason. 

Thanks

[marco@ebay]

Hi iserv01, thanks for your reply.

If you are looking for a specific reason to see what happened, please note that certain details we don't share in order to prevent users from bypassing policies and sticking to current policies and procedures, the team would only share what's available to be shared.

Thank you,

Marco

[plpmr]

As already pointed out you are in Slovenia.

Please note that these are the UK boards and your designated site is - https://www.ebay.com/