Commercial account with top rating blocked – over €5,200 in payouts blocked and no specific reason given
Summary: 54labs.shop, a commercial seller with top ratings on eBay, reports the permanent suspension of his account without any specific reason given and the blocking of over €5,200 in payouts. Despite numerous shipping proofs and ongoing communication with eBay, the suspension was maintained, allegedly due to policy violations. Other participants, including bootyooty and mia@ebay, tried to offer help, while eBay employees such as anna_s@ebay announced further reviews. 54labs.shop expressed disappointment over the lack of support despite submitting all required documents in full.
Hello everyone,
I’d like to share my experiences from the past few months and find out whether other commercial sellers have had similar experiences.
I was a commercial seller with 100% positive feedback, over 500 positive ratings, and Top Rated status.
Nevertheless, my seller account was permanently suspended from selling by eBay. To this day, I have not received any concrete or understandable reason for this permanent suspension.
In addition, eBay is currently withholding payouts of over €5,200 from my sales.
Over the past few months, I had several problematic cases with buyers. These included buyers claiming that goods had not arrived, even though shipping and delivery proof was available, buyers claiming that the wrong goods had been delivered, as well as problematic returns and returns of already used goods.
The issue is particularly clear in a case involving a high-quality air conditioning unit.
The buyer initially said that the shipment had not arrived. I then opened an investigation and obtained proof of delivery. The buyer subsequently confirmed himself that he had contacted the neighbor and now knew where the shipment was.
No defect in the air conditioning unit was claimed. Instead, the buyer said that he had meanwhile bought another air conditioning unit elsewhere and therefore wanted to return my item.
I accepted the return and pointed out to the buyer that, in accordance with the return terms stated in the listing, the return shipping costs were to be borne by the buyer. I also mentioned options for how the return of the large freight item could be handled.
The return was requested on 25/07. After that, according to my eBay case overview, processing was temporarily suspended on 29/07, 30/07, 10/08, 27/08, and 28/08.
This means processing was suspended or extended at least five times. It was not until 10/09 that the case was finally closed. So around seven weeks passed from the return request to the final decision.
eBay’s final decision was:
“The fault was not yours.”
According to eBay, the case is also not counted negatively in the assessment of my service status.
Throughout this entire time, I tried to resolve the problems directly with eBay. In total, I called eBay customer service an estimated 30 to 40 times during this period. I had to explain the situation over and over again and repeatedly asked for a clear resolution.
Despite this considerable effort, I am now facing the following situation:
My seller account is permanently blocked from selling, without any concrete or understandable reason for the suspension being given to me.
At the same time, more than €5,200 of my payouts are still being withheld by eBay.
All of this concerns a seller account that had 100% positive feedback, Top Rated status, and more than 500 positive ratings.
I am now wondering where eBay’s so-called seller protection is supposed to be in cases like this.
If eBay offers buyer protection, that is generally understandable and important. But how is a seller protected when proof of delivery is available, a return is accepted and enabled, the seller keeps contacting support for weeks, and eBay ultimately decides the case accordingly?
I have documented all relevant processes, buyer communication, shipping and delivery proof, as well as the communication with eBay.
I’d be interested to know whether other commercial sellers have had similar experiences.
Have you ever experienced a return case being suspended or extended five times or more?
Was your seller account permanently suspended despite Top Rated status, without any concrete reason being given?
Did eBay also withhold several thousand euros in payouts from you after a suspension?
And above all: What experiences have you actually had with eBay seller protection, and how did you manage to get a real manual review of your account?
anna_s@ebay
·3 weeks agoHello @54labs.shop ,
thanks a lot for your patience.
We recently sent you an email. Please reply to it when you have time. Everything else will then be checked for you. Have a nice day.
Best regards
Anna
54labs.shop
OP3 weeks agoHello Anna
I was required to prove, for the items previously sold or offered on eBay, where and under what conditions I acquired them. Accordingly, I submitted the available invoices or purchase receipts, order confirmations, and the corresponding proof of payment/bank statements.
I sorted and uploaded the documents as clearly as possible by the respective items and orders so that the assignment can be understood clearly.
I hope it will now be checked properly. Since I uploaded everything that was requested.
Best regards
54labs.shop
OP2 weeks agoI’ve received the payouts by now.
But my account still seems to remain blocked (still without any reason) even though I’ve submitted all the required documents :)
54labs.shop
OP3 weeks agoUpdate:
Hello,
We are committed to reducing both fraud and negative buying experiences on eBay. To maintain a safe marketplace, we sometimes end active items, restrict selling activity, or suspend accounts until an additional review can be completed. We have completed an additional review of your account and show that your account was originally restricted because it was in violation of eBay policy and your behavior posed a risk to the eBay community.
Because of this, we have decided that your account will remain indefinitely restricted from selling. We have taken this action out of concern for the safety and integrity of the eBay Community. Due to eBay policy, we cannot provide you with more specific information.
We understand that this situation may be frustrating; however, although future emails from you will be read, we will be unable to respond to any further requests to reinstate your selling privileges.
Please keep in mind that members who are restricted are prohibited from registering new accounts with eBay, or selling on eBay using any existing accounts. Although, you are still eligible to purchase items with this account, please note that eBay reserves the right to suspend existing accounts as well as new accounts opened by anyone in the same household of a restricted user or by any other associates of a restricted user.
We appreciate your time.
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I had already received a similar message in July. Back then, I submitted all the requested documents in full.
The current message, however, is new and only arrived just now. This time, too, I once again submitted all the required proof – invoices, purchase receipts, payment records/bank statements, and order confirmations.
Nevertheless, my case was rejected by support again.
I’m honestly starting to wonder what these documents are being requested for at all if nothing is done despite complete proof. As a seller, you increasingly get the feeling on the platform that you’re being punished rather than supported.
Very disappointing, especially when you repeatedly submit everything that’s asked for and still receive no understandable solution.
mia@ebay
·3 weeks agoHello @54labs.shop ,
thank you very much for your post.
I have forwarded your request to the specialist department; as soon as we receive a response, we’ll get back to you.
@bootyooty - Thanks for the tag.
Kind regards
Mia
bootyooty
·3 weeks ago@mia@ebay could you kindly help out here? 🪻