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Problems with eBay's BBE or restrictions on the eBay account
Summary: myeatnordic experiences issues with eBay, including withheld payments and sales restrictions, despite compliance with shipping and service standards. They question why issues beyond their control, such as a transport damage and a delivery failure by DHL, count against them. melina@ebay confirms that eBay's decisions align with their policies and promises further review of the appeal. miriam@ebay provides additional information on how discrepancies caused by delivery services might be resolved, suggesting using the seller request portal for further investigation.
Hey hey,
first off, would a mentor mark someone from eBay.
Situation:
By chance, a few weeks ago we saw that our payouts are being held back.
Reasons for this so far according to the hotline:
poor service status
no tracking numbers
no realistic handling times
Service status:
Germany, Austria, Switzerland: Top rating
Great Britain / Ireland: Above average (not enough sales)
Worldwide: Above average (not enough sales)
Tracking numbers:
For EVERY order, they are stored, directly after shipping or booking.
Handling times:
Have ALWAYS been met.
What is wrong at eBay. No one gives us an explanation? The request for manual review has so far not been addressed (for 7 days now), or we have not received any response.
Complaint reference number: 2-106973259536
Now we have received the following message: (this is just a small excerpt)
In accordance with the BBE policy and the eBay User Agreement, eBay has decided that the following restrictions will apply to your eBay account to protect the eBay community:
(a) your selling privileges will be restricted; and
(b) your listings will be ended; and
(c) your payouts will be held.
The only thing we could maybe explain would be:
Order: 16-14764-48249 transport damage (package was completely destroyed). Was refunded immediately. Photos of the whole thing are in the messages with the customer.
Order: 05-14559-13293 Was not delivered by DHL despite the correct address and came back. Was refunded immediately. The tracking number is entered in the system anyway.
Order: 04-14682-30134 We forgot to put one item into the order. This part of the order was refunded immediately.
It just can’t be that we’re being held responsible for 2 out of 3 things that are absolutely beyond our control.
We also spoke to phone support today and they said everything is on file and it has been passed on to the finance department
and that it will be checked there.
Since unfortunately we’ve had some bad experiences with phone support in the past, we wanted to ask whether this is really being processed.
Thanks a lot in advance.
Bye, and see you.
MyEatNordic
myeatnordic
OP1 week agoHey hey,
@melina@ebay we had asked another question below; would there perhaps be an explanation for it?
Bye, and see you soon.
MyEatNordic
melina@ebay
Mentor2 weeks agoHello @myeatnordic
Thanks for your post. I’ve gladly reviewed the details for you and also had the details checked by our specialist department. You have already filed an appeal through customer service. This appeal is being reviewed again. You will receive a reply by email shortly. Even if the answers are not satisfactory, which I can completely understand, the decisions are based on eBay policies. Please remember that we cannot communicate about this case publicly through this channel. So please wait for the reply.
Thank you for your efforts so far and I wish you a nice day. 🙂
@bootyooty Thanks for including me.
Kind regards
Melina
myeatnordic
OP2 weeks agoHi hi,
we have received the answer and the result is as expected.
We have a question about this that has less to do with the case itself than with the eBay system.
We’re not talking about the case now either, but rather why eBay, for the calculation of something, factors in something that the seller is not responsible for, just to then use it against the seller.
But we do have a question:
For the calculation to be taken into account, a case is used where DHL did not deliver. We provided the correct address, bought the label, shipped on time, provided the tracking number, and DHL simply does not deliver the parcel locally (reason: could not be delivered) and it is returned. We refund immediately because the customer reports an item not received. Order: 05-14559-13293
Because the shipping service provider does not do its job, and we are not to blame for that, we get a defect counted against us because we did not deliver the item?
Why are we being held responsible for something like this? We really can’t help it. We honestly do not understand it at all.
We would like an answer or an explanation as to why.
Bye for now, and see you soon.
MyEatNordic
miriam@ebay
Hello @myeatnordic - I'm stepping in here for @melina@ebay .
If the order was shipped on time, the correct delivery address was used, and the tracking number was uploaded in time, we can check the situation based on the shipping data. If the non-delivery is solely due to the shipping provider and all seller obligations were fulfilled, a defect may be removed if necessary. Please request the review or removal of the defect via the Portal for seller inquiries.
Best regards
Miriam
myeatnordic
OP1 week agoHey hey,
@miriam@ebay we did that. It was even reviewed “manually.” But due to policies, the decision remained as it was. Complaint and review had already been done. The answer was always: “We stand by it.”
We’re wondering based on which policies. Which policies say that we are at fault? We’d really like to know that. Nothing else.
Bye, and see you soon.
MyEatNordic
myeatnordic
OP2 weeks agoHi hi,
@bootyooty thanks.
Bye, and see you soon.
MyEatNordic
bootyooty
Mentor2 weeks agoHi @myeatnordic I’d be happy to tag @melina@ebay who’s there right now for you.