Account permentaly suspended but cant get any help/answers

[grantoboy]

Unsure where to turn for help with this one.

I have a main eBay account that I have had for almost 20 years now. Nothing special, mostly buying but some selling. I have 100% feedback and never any issue with my sales.

Created a 2nd eBay account to start selling virtual items from a game my son plays as I saw others selling the same on eBay. Did my research and found eBay allows more than 1 account and actually encourages it if selling items different to your main account. Also search that the items I wanted to sell were allowed and found that the items I wanted to sell could be sold on eBay with no issues.

Create new account, use my real details, verify my ID and bank (all details used are the same as my main account)

Create my listings make 23 sales (sell 55 items) and receive only positive feedback. Have a feedback rating of 15 (more but had return buyers)

I thought all was going well until I received a notification saying my account had been permanently suspended. Email below

We wanted to let you know that your eBay account has been permanently suspended because of activity that we believe was putting the eBay community at risk. We understand that this must be frustrating, but this decision was not made lightly and it’s important that we keep our marketplace safe for everyone. Learn more about how and why accounts can be suspended.

Here’s what you need to know

• You will no longer be able to use your account to buy or sell items and any new accounts you set up may also be suspended.
• Any listings have been removed and they can be viewed below.
• We’ve credited all associated fees except for the final value fee for your listings.
• Any outstanding selling fees are due and will be charged to your payment method on file. If you’ve already opened any dispute claims for these fees, they won’t be charged until the claims have been resolved.

If you have any questions or concerns, or think we’ve made a mistake, please get in touch. We’re here to help.

Confused, I contacted support as suggested only to be told they cannot tell me why I was suspended. I request to speak with a supervisor and am told one will call me in 24hrs. I waited 24hrs and received no call. Contact support again and explain my situation and ask to speak with a supervisor only to have the operator hang up on me. 

I do a quick search and find this appears to be normal practice that they just hang up on you, call again get another person kind of happy to help until they read my file and they go cold stone. I ask to speak with a supervisor and am told one would get back to me in 48hrs.

Knowing this is a tactic they have used on me before I agree and proceed to make contact via email only to get an instant response, email below

Thanks for contacting us about the suspension notification we sent you.

We wanted to let you know that your eBay account has been permanently suspended because of activity that we believe was putting the eBay community at risk. We understand that this must be frustrating, but this decision was not made lightly and it’s important that we keep our marketplace safe for everyone. Learn more about how and why accounts can be suspended. 

You will no longer be able to use your account to buy or sell items and any new accounts you set up may also be suspended.

If you have any questions or concerns, or think we’ve made a mistake, please get in touch. We’re here to help. 

Regards,

eBay

I have tried 2 further times with email only to get the same instant response. Appears they have just black listed me.

Now I sold only a small number of items (total $450) and have a payout owing to me of about $330. All items sold were delivered and no one lodged any complaints. I had it set to take all fees before payout also.

How do I go about obtaining these funds?

My account says "Your payouts are currently on hold because your eBay account is suspended. You'll start getting paid again when your account is reinstated" but since my account is permanently suspended, I am not sure this "reinstated" stage will ever happen.

No one at eBay support will help, I have no idea what it was I did to get suspended nor will anyone even respond to any of my questions, even tho the base of every email the send me says "If you have any questions or concerns, or think we’ve made a mistake, please get in touch. We’re here to help."

Any help with where I should go from here? This experience has really left a very poor taste in my mouth, not the experience I expected from such a company. Unsure if it makes any difference but I am located in Australia

[grantoboy]

The issue is I don't even know if it was the item I listed that gave me the suspension. 

I have no intention on creating a new account etc and agree the eBay agents have no idea what they are talking about, they appear to be reading scripts as I receive the exact same response each time I make contact.

Just checked and eBay sold Gumtree off in 2020 but it is not really a platform that would be used for the items sell (I also sell physical items in an international market)

I am not concerned about selling more, only relsited the items as they appear popular and from all accounts allowed to be sold on their platform.

My issue is not how do I continue to sell etc, my issue the lack of support/information I have received from eBay about my situation.

Just called them again and received a better experience from the new agent but the same responses were given. They even admitted they are not informed of the reason for the suspension only that its suspended. I am happy to lose the account as it was a second account. They did mention that creating the 2nd account may have been the problem until pointed that eBay allows it

 https://www.ebay.com.au/help/policies/identity-policies/multiple-accounts-policy?id=4232 

and they even have a policy about it (further evidence the call center have no idea what they are talking about) 

My 2nd issue how I obtain the legitimate funds I had earnt from my sales. Small but still money I had earnt. Their response was take my driver licence to my state. Thats it, could not even tell me where or who in my state.

They did say because its not a eBay issue they don't keep information on what to do. I pointed out eBay are they ones who restricted my account, won't release the funds due to their restriction but want to claim it is not their issue.

So I am now back to where I started from. Still no idea where to go or what to do.

In regards to them suspending my original account, I am in a state of mind to just can my original account anyway. Why bother supporting a company that can not even assit with the simply questions.

[papermoon.lady]

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@springyzone wrote:

It is possible they can't tell you why you were suspended, although it is hardly helpful. If you don't know why, then how can you avoid making the same mistakes?

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I agree, springy. And it would probably be helpful to other sellers too to know. It must be quite upsetting to be suspended and cut off from conversations without knowing why. Even blocked from buying if an account is permanently suspended.

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From everything I have ever read on here, once an account is permanently suspended, that's it, they never change their mind.

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That's what I usually hear too. Once though I noticed that a seller who had items I was interested in didn't have stellar feedback (not even as a buyer, although false pos fb for buyers is against the rules). Maybe 99% or just under 99%, not really catastrophic. I never bought from this seller, but suddenly I noticed their profile said "not a registered user". I thought they had been suspended.... but after a few months they came up in my feed (I had not saved this seller, but the items that came up in my feed were among my saved searches). So, I don't know what happened, but they were suddenly registered again, which really surprised me. I think that if they want they can reopen an account, but it is extremely rare, particularly now, as apparently they cut you off when you try to explain.

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So what i personally would do is in your original account, which you say is still fine, I would not list anything that was on the suspended account.  I just would not go there. No matter how you may interpret the ebay rules, something obviously went very wrong. Who knows. Maybe ebay decided the items were in breach of their rules, maybe someone complained. But just drop those items or you risk the same permanent suspension happening to your present account.

Try another selling venue, maybe gumtree or marketplace.

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I totally agree!

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[ramcycle2010]

I would personally find it helpful, and I'm sure grantoboy would too, if others on this forum could give their interpretation of the following page.

Is it saying that "Online gaming virtual items" are an exception to this policy? (I think it is)

https://www.ebay.com.au/help/policies/prohibited-restricted-items/electronically-delivered-items-pol...

[grantoboy]

Quick update for all.

Unsure if it was my interactions on this forum or from others outside but my account has now been reinstated. No explanation as to why it was suspended but I am moving forward. Message below.

I still have issues with the treatment I received from the agents that hung up on me and lied to me about having someone call me back in 24hrs but that is something I will follow up elsewhere.

If I ever find out and am allowed I will update what the issue was here.

We're pleased to let you know that your account is reinstated. 

If you had any listings that were removed when the account was suspended, we've restored those listings. To see these items, sign in to My eBay, click the "Activity" tab, and then click "Unsold" under the "Sell" heading. To relist an item, click the "More actions" drop-down menu, and then select "Relist."

Please note that after an account is reinstated, access to funds from transactions may be delayed up to 21 days to ensure fulfillment. This will apply to all transactions for 90 days, or until the account gains a history of successful transactions.  

To learn more about funds, including how to access them as quickly as 3 days after we confirm delivery, go to: 
https://www.ebay.com.au/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=481...

Also, as a newly reinstated member, you're eligible for the eBay Money Back Guarantee program. To learn more about our buyer protection programs, go to:
https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-pol...

We look forward to building a successful relationship with you on eBay.

Regards,

eBay

[ramcycle2010]

OMG, what the heck are eBay doing????????????

I'm so pleased for you, but there is no way you should have had to fight so hard and go through everything you have, so stressful!

This could have happened to any of us selling on ebay, scary thought.

[grantoboy]

Thanks for the support. I agree it was a fight most may have quit on.

As mentioned above I still have other issues with the process but a simple contact and chat with the account holder (temp suspension even) until whatever confusion is sorted would not have hurt.

I know eBay attracts all sorts but to brush everyone with the same brush is not right. I have no issues with suspensions but at last help sellers out with where the error of their way is.

Still unsure who/what/how made my account come back. Guess it shows if you do your homework and stick to your guns you may slowly get ahead.

Still unfortunately have a soar taste in my mouth from the incident.

[*sons_n_daughters*]

That's great news! Normally it's a case of life without parole, period. You got lucky! I would probably lay off the digital listings for a bit because you'll be on the radar.

Also try as I suggested and look for groups on Facebook. If you don't have a Facebook account, create one and go have a look. You only need to put the absolute basic things on there, so people can't steal your identity.

[grantoboy]

Thanks.

I am guessing that the issue was not what I was selling otherwise they would not have given my account back.

Still scratching my head and may never get an answer.

[countessalmirena]

My guess is that it was indeed the digital items that you were selling.

If some members here are not sure what the policy actually means because of the wording being so awkwardly phrased, perhaps some in IT were equally unsure. Certainly the CS reps must have been unsure.

I would, however, avoid selling those digital items unless you have it in writing from eBay - clearly spelt out - that they are permitted.

This is the first instance of a reinstated eBay account that I’ve heard. It does seem to point to an error having been made by eBay in the first case. Be glad, and raise your glasses with digital wine!

[grantoboy]

Cheers to the digital wine

Unfortunately, I don’t think I will ever be able to get anything in writing from eBay about if what I was selling, is or isn’t allowed due to even their own staff having no idea (and I receiving conflicting advice from them that even their own policies state is allowed)

It should not be this difficult, I like to believe I took all steps reasonably to ensure what I was doing was allowed etc but still ended up being put out with the bath water.

Hopefully I may find out one day the exact issue and might be able to thank the person/s the got my account back online for me.

All I can think happened is my account was automatically flagged (for unknown reason) and then the brick walls were put up preventing me going forward. Not sure if it is a flaw in the way eBay flags accounts or somewhere else in their system.