Payments and something else....
Summary: myeatnordic shared concerns about eBay withholding their payments and suspending their account for selling issues, including service status and listings for perishable goods. They criticized eBay's service, the calculation period for seller performance, and sales restrictions. myeatnordic expressed frustration over unclear communication regarding withheld funds and account restrictions, and enquired about improving performance amid ongoing sales suspension. perfect-sally attempted to gain attention from eBay representatives, while miriam@ebay explained that the issues were reviewed but maintained the restrictions due to unresolved buyer complaints. Despite ongoing discussions, myeatnordic remained unsatisfied with the explanations provided.
Hey hey,
this text is longer and understandably not everyone wants to read something like this, could a mentor please link an eBay employee, thank you very much. The important part for the eBay employee is the last paragraph. The rest should simply be taken as food for thought.
Our payments have been and are being withheld because we have now been suspended from selling on eBay.
The reasons given to us were as follows.
"Your service status is too poor".... Top rating was and is the service status even though we haven't had any items online for over a week.
"That's new", that's always how it is now.
"That's because you now also offer chilled shipping for perishable goods"
"You don't buy labels directly from eBay"
Great...., lots of untruths, lots of ignorance, lots of bad service. Point 1!
We now know that we were suspended by eBay because of the BBE.
The retroactive period is calculated over 3 months and if anything looks strange there, you get warned and suspended. eBay's mistake here is the calculation period.
How are we supposed to improve something that lies in the past?
Not at all, because there were only 3 cases, one of which was due to our mistake, - without question that one case is our fault, we screwed up there - but the others were not caused by us. On top of that there are fewer sales in
summer, that's normal for us and then you're in a pickle.
Unfortunately eBay doesn't care about any of this, sellers are punished unjustly. Point 2!
eBay says that for food items with condition: "New", 14% commission applies. eBay also says that 5% applies to everything else. Fine, food should be new. But there is also such a thing as damaged goods, which may no longer be in the original box
and would otherwise be thrown away. It would be a shame for the food.
Unfortunately eBay doesn't allow us to sell this because we can't choose any other item condition.
eBay writes it that way in the fee adjustments, and on the other side of the medal eBay doesn't do it that way. Point 3!
The biggest issue for us that comes from fee adjustments: shipping costs.
eBay takes commission on the shipping costs. If eBay took 5% proportionally, no problem, but eBay is already profiting from it. Since we ship directly from Sweden, that's many, many euros that are missing from us in the end or that have to be added to the item price.
14% on a line item that eBay has nothing to do with, provides no advertising or any other service for?
14% on something where eBay provides no economic service?
Unfortunately eBay is taking more and more money from commercial sellers and doing almost nothing for them. Point 4!
eBay favors the buyer. Almost always the seller has to figure out how to get the cart out of the mud. I don't know how many sellers simply don't know any better and just put up with the cases. How few find their way into this
forum where many good helpers have gathered.
The buyer can do whatever they want, however they want and wherever they want. Whether abroad or at home. Seller protection or not. We have had several cases ourselves where we were covered, where, for example, FedEx had a photo of the delivery, with the customer's signature, etc etc etc and then eBay refunded the buyer as a goodwill gesture? Where are we? On whose shoulders? Exactly, ours as commercial sellers.
This issue has been in the air for a very long time. Point 5!
AI and algorithm from eBay.....
eBay advertises with AI for product descriptions. How can you advertise something like that? Shame on you.
eBay algorithm... let's take the shipping time calculator. It causes more problems for us sellers than anything else and creates a lot of confusion.
How can eBay do something like that?
You can't even call this issue by name.... Point 6!
We have decided to leave eBay at the next fee adjustment, (Point 1 - Point 6).
eBay has now taken that choice away from us with the unjustified suspension. Next time, when you delete the items from us too, delete all of them and don't leave 9 items standing with no connection to anything.
Now for the important part for the eBay employee!!!!
In short, release our money that is available.
It shows that we have available amounts and that by about 29.08. all remaining amounts should be available. But eBay wants our account to be unlocked or released first.
You locked the account for selling, not us. All the links etc. don't lead where they are supposed to.
We can't pay out the available amounts to ourselves.
We have switched the payouts to daily. We can't do anything more.
If you need any more info, gladly.
Goodbye, and see you.
MyEatNordic
miriam@ebay
Hello @myeatnordic ! I understand that you'd like a different or more detailed answer.
However, the cases relevant to the restriction involving items not received have already been reviewed individually. The same applies to the DHL case you mentioned: As a seller, it is your responsibility that the order arrives with the customer within the specified time frame. This also includes choosing the shipping provider. Unfortunately, the fact that a shipment was handed over on time and a tracking number was added does not change the fact that it did not reach the customer in this case.
On this basis, the cases remain valid and so does the resulting restriction. We cannot arrange any further review or lifting of it via the Community.
Regarding the withheld amounts, my previous answer still stands: release happens automatically in the system as soon as the relevant conditions are met. We cannot arrange a manual payout or provide a binding payout date.
I see that you still have numerous detailed questions about the decision. However, the Community is not the right place to further escalate an individual account restriction that has already been reviewed several times, or to go through the review point by point again - especially since you are already in contact with Customer Service, Complaints Management, and eBay S.à r.l. about this.
That means the options we can offer you here in the Community for this individual case are exhausted, and we are ending the discussion about this account restriction at this point.
Thank you for your understanding and kind regards
Miriam
myeatnordic
OP3 weeks agoHello @miriam@ebay ,
thank you for partially answering our questions. How one can actually do something against the values determined by eBay remains a mystery, probably because even the entire workforce can't travel back in time into the past.
But well, because of the whole situation and also the way we are treated as a commercial seller, who in the end is still the one generating revenue for eBay, we will part ways with eBay and with you once the financial damage has been settled, because we do not want to keep working with a company that treats its contractual partners like this.
Many thanks at this point to the mentors for your help, and many thanks to the eBay employees for your eBay-compliant answers.
see you never again!
miriam@ebay
Hello @myeatnordic - I’m taking over here for @melina@ebay and @selina_b@ebay and we’ve taken another look at the restriction and the withheld amounts. The restriction is related to cases in which buyers stated that they did not receive their items. These were reviewed again and are still valid, so the restriction cannot be lifted.
Regarding the payouts: amounts shown as available can also initially be withheld in the case of such a restriction. Release is checked automatically by the system and happens automatically once the requirements are met. Unfortunately, after checking again, we cannot arrange a manual release, and daily payouts do not bypass this check either.
As a rough guide, the review and release can take up to about two months. However, this is not a fixed deadline or a guarantee for a specific payout date.
And one more request: It would help keep things clear if the discussion could generally always be continued in the relevant topic.
Kind regards
Miriam
myeatnordic
OP3 weeks agoHello @miriam@ebay ,
thanks for your feedback.
Unfortunately, this reply also does not address the key points. After several contacts with customer service, a formal complaint, and correspondence with the management of eBay Sarl, we keep being told only that the cases have been “reviewed” and are still valid. However, we are not given any understandable explanation of this review.
We do not dispute that buyers stated they had not received their items. What is crucial, however, is why these cases arose and how eBay took these circumstances into account when deciding on the now complete restriction of our seller account.
In one of the relevant INR cases, the order was demonstrably shipped by us on time, the tracking was properly uploaded to eBay, and the shipment was picked up by DHL. DHL then did not deliver the shipment to the buyer, but instead returned it to us after a longer transit route.
What exactly are we supposed to have done wrong as sellers in this case, or what specific action could we have taken to prevent this INR case?
That exact question still has not been answered to this day.
What is especially puzzling is that eBay also generally asks us to meet handling times, ship items on time, and provide tracking information. That is exactly what we did.
For the relevant review period, our BBE dashboard shows only 2 INR cases out of 91 transactions. One of them is based on the documented DHL delivery problem described above. At the same time, our “Seller Fault Unfulfilled” metric is 0 %.
Nevertheless, our selling privileges have now been completely restricted, our listings ended, and our payouts withheld.
And this raises another contradiction that no one has been able to explain to us so far:
How exactly are we supposed to improve our seller performance or BBE rate now, if eBay is at the same time completely taking away our ability to carry out further successful transactions?
We cannot change the past. New properly completed sales, through which our performance could improve, are also not possible because of the selling ban imposed by eBay.
So what exactly does eBay expect from us?
Are we simply supposed to wait until the relevant transactions eventually fall out of the review period? If so, eBay should please communicate that clearly, instead of telling sellers to improve their performance while at the same time taking away any ability to do so through future sales.
The withheld payouts are also still not understandable to us.
These include payments from fully and successfully completed transactions where buyers received their goods and then even left us positive feedback.
What specific risk still exists in such a transaction that justifies continuing to withhold the resulting payout amount?
At first we were told the funds would be held for 30 days. Now we are told release could take “up to about two months,” and at the same time that this is not a fixed deadline either.
We would therefore like to know specifically:
1. What conditions must be met for our withheld funds to be released?
2. Why are funds from demonstrably successful transactions that were positively rated by the buyer still being withheld?
3. From what specific date will these funds be released at the latest?
4. How are we supposed to improve our BBE performance while eBay does not allow us any further sales?
5. What specific measures does eBay expect from us during this selling ban?
6. What was actually reviewed in the new review of our specific case that you mentioned, and which individual circumstances were taken into account?
In addition, there is the financial damage caused to us by this decision.
We can no longer sell on eBay at the moment, even though our business continued as normal until the restriction. At the same time, funds already earned are being withheld. This is causing us not only liquidity disadvantages, but also ongoing lost revenue due to a complete selling ban imposed by eBay.
We would also like to know how eBay handles the financial consequences if it turns out that individual BBE cases were assessed incorrectly or relevant circumstances were not taken into account in the decision.
After several weeks, numerous contacts, and different statements about the duration and basis of the measures, we no longer expect another general explanation of the BBE policy or another reference to an automatic system review.
We expect specific answers to the above questions about our seller account.
Because the current argument leads to a loop:
We are supposed to improve our performance → eBay prohibits us from selling → without sales we cannot improve our performance → therefore the restriction remains in place.
We would like a concrete explanation of how a seller is supposed to break this loop according to eBay’s view.
Kind regards
Sandra
MYEATNORDIC
myeatnordic
OP3 weeks agoHi hi,
@perfect-sally thanks for tagging me.
Bye, and see you.
MyEatNordic
perfect-sally
·3 weeks agoGood morning @melina@ebay could you take a look here, please? Thanks a lot 🌺
perfect-sally
·3 weeks agoUnfortunately, Melina didn’t respond and has clocked off for today.
Hello @selina_b@ebay could you please take a look? Many thanks