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Account restricted / payments withheld
Summary: szabant reports that their eBay account has been restricted for weeks and their listings are invisible. This happened after a dispute with a buyer who claimed not to have received a card, even though it was sent and received. eBay had previously ruled in szabant’s favor. The restriction remains in place until all shipments are confirmed, which is difficult because there are no delivery confirmations for international shipments. verena@ebay explains that the restriction will be lifted as soon as all disputes are resolved, but PayPal must remain involved. szabant asks how long the process will take and how PayPal can be contacted.
Hello, I have a big problem and Ebay can’t tell me what it’s due to ..
A few weeks ago my account was restricted and all my listings were set to "invisible", after that I called an Ebay employee to find out what the problem was.
I had already uploaded my ID for verification beforehand, and during the call with the employee I was told I still had to add 3 tracking numbers, which I then did over the phone.
After days of waiting, I had to realize that nothing had changed. After that I spoke again with an employee who told me that a buyer dispute had been opened, and I replied to the dispute on the day it was reported (19 July).
About the dispute: a buyer from England bought a somewhat inexpensive card - the card was sent to England with insurance and tracking. The card also arrived there, but the buyer decided to refuse the card at customs because the customs fees were too high for him. After buying the card, the buyer messaged me privately and tried to get me to state the item value etc. incorrectly in order to "lower" the customs fees, and now he is claiming in the dispute 1. The card did not arrive and 2. He knew nothing about customs fees.
The case had already been reviewed by Ebay because of the buyer, and back then Ebay had already ruled in my favor and closed the case. I can also gladly attach pictures of the situation, the chat history and the tracking number.
I was told that this dispute should be resolved by 29/07 on Ebay’s side, today I called Ebay again and asked for the latest status. On my first call I was told there was no update and that I should contact PayPal myself to speed it up; I then called PayPal in vain, they also couldn’t help me and didn’t know how they could help me. Shortly after the call with PayPal I called Ebay again, and this time I was told that there is a problem with the shipments, and my account will only be reactivated once all shipments have arrived. A lot of my shipments go abroad by letter (mostly), and you usually don’t get proof of delivery for that.
So by now I absolutely have no idea where the problem really is and how many more weeks I still have to live with this restriction for no reason. It’s sucking all my energy to keep working with or on Ebay; I’m absolutely dissatisfied. I also can’t take another phone call with an Ebay employee who can’t help me. I’m at the end of my Latin and hope the community can help me if Ebay can’t.
verena@ebay
Mentor1 week agoHello @szabant ,
Thank you very much for your post!
The restriction will be lifted automatically as soon as all open cases have been resolved. Since we have no influence on PayPal's dispute from our side, we unfortunately have to wait here for PayPal to process the payment dispute.
Thanks for the tag, @meinehexe11 !
Kind regards
Verena
szabant
OP1 week agoHello, thanks for the reply.
How long can this take? .. and how can I ask PayPal about this case specifically?
verena@ebay
Mentor1 week agoWe can’t say how long it will take until PayPal has made a decision in this case. As a rule, processing takes two to eight weeks.
You have already responded to the dispute, so for now you can only wait. Since the case with PayPal is running in the background not against you, but against us, you will not receive any information from PayPal about it for data protection reasons. We will then inform you of the outcome.
Here you can find all the information about how a payment dispute is handled.
Best regards
Verena
szabant
OP1 week agoHello, thanks for the quick response.
I think it’s very, very disappointing that I’m being penalized as a seller even though I did nothing wrong. I can’t sell and at the same time I can’t access my funds.
The case is relatively clear; I’ve already spoken to my lawyer about it, and he also says there’s no two ways about it in this case and agreed with me. Everything can be checked using the tracking number - the card arrived with the buyer and was rejected by him because of the customs fees (chat history), and I also have chats where, as mentioned above, I was pressured by the buyer to state the item value incorrectly.
This case is not only affecting my account, but is also a needless waste of time for Ebay. I would be very happy if there were a timely update on this case.
meinehexe11
Mentor1 week agoHi, hi.
@verena@ebay can you take a look, please?