Please review our messaging policy message received but only message to that buyer is from Royal Mai

[j_n_tee]

Hi, I received a surprised email from ebay saying  "email couldn’t be sent because they violated our member-to-member contact policy." reminding me "so we wanted to remind you that your eBay emails should only be about your eBay transactions and can’t be used for promotions outside of our marketplace."

They sent me the email address is sent the supposed email to, so.

I searched the email address and couldn't find any email sent from to me to that address! then I search my RM account, to find the order.

I found the order, and i would have had no reason to message/email that buyer as it's a 'normal' order/transaction. So i've not had any direct communication with buyer.

Only email the buyer would have got would have been from Royal Mail advising the status of the delivery expect, but i dont know which status email would have been flagged .etc. So why is ebay flagging up emails sent to buyer from Royal Mail! There is no violation on my part! 

Is there a glitch? Why is ebay flagging up emails sent to buyers from Royal Mail re order track status or delivery update? 

[j_n_tee]

This way worked though (I hope) as their pics came in the dropdown  very strange - dave@ebay  marco@ebay  - Can you help or get this issue looked into?

[nutrafituk]

We have got 7 emails received outside eBay - going into our external box - just within few last weeks. Each accusing us of trying to promote our sales outside eBay:

'your eBay emails should only be about your eBay transactions and can’t be used for promotions outside of our marketplace'

False and defamatory comments hence raised with eBay's HQ and their Escalation Team. Our concern is that eventually it could be used against our account resulting in priviliges being removed, fees increased or even suspension. Currently we are in communication with them, they have been made aware that unless resolved there will be a legal action taken.

[j_n_tee]

Guess what dave@ebay marco@ebay  Got another of these message! I've done nothing wrong. I put the email address it had allegyly sent a message to - to get this policy violation! And guess what! Yes it was a Royal Mail message/tracking update informing the buyer that their item is at their nominated collection point! dave@ebay marco@ebay at least acknowledge or escalate. Going to CS is pointless just get told it wasn't an ebay message etc. I did request a manager call back in July, but yep no callback. 

This is the tracking update at the same time the policy volitation occurred! 

"Your item has been delivered to your nominated collection point on 07-10-2025 and it's now ready for you to collect." 

How is the buyer going to know that if ebay blocks the message! 

[my1-uk]

I also just received this policy violation email, which was sent directly to my email account, but doesn't show in ebay messages.

I contacted ebay customer service immediately explaining that I never contacted the buyer and was told it must be fraudulent since messages are always copied to ebay messaging.

BUT now having read this thread, it is now apparent that it was Royal Mail / Click & Collect notifying the buyer about their Click & Collect parcel. So there is still an unresolved issue here which raises several questions:

1. Why was this message not copied to ebay messaging ?

2. The message to the buyer was blocked, so will they receive notification that their parcel is ready to collect before being sent back or disposed of ?

3. Will this result in a default on my account for policy violation ?

I really hope that someone from ebay picks up on this issue.

[valcotrade]

When I contacted eBay about it they said they couldn't see any defects on my account so not to worry about it.

I have to be honest, that didn't fill me with confidence but when I check my account in eBay it seems to be in good standing.

[needthatgiftuk]

I just had one of these emails, and I traced it back to a customer I'd had no direct contact with. Tracking the parcel showed it had been delivered about twenty minutes before I got the email. This wasn't a Click & Collect order, just a standard delivery.

I checked my own emails for the last time I bought something and received a "Your parcel has been delivered" message from RM, and that includes a "Please give us feedback" link which seems to be specific to the depot who delivered the parcel, so perhaps that's what's being flagged up.

[technicalanalyst]

I recieved a similar mail from eBay today saying "We wanted to let you know that some of the emails you sent to your buyers this week couldn’t be sent because they violated our member-to-member contact policy. "

This was a parcel sent from the UK to Germany. I sent a mail to the buyer informing him that I posted the item and issued a small refund on postage:

"Thank you for your purchase. I posted your book this morning and added the tracking reference to eBay. I also sent you a small refund for postage."

I am assuming the blocked mail is coming from either Royal Mail or Deutsche Post. This is very alarming as the only mail address that we get as sellers is the eBay generated email address and for tracked postage sent from the UK, a valid mail address is required.