How to Deal with an eBay Account Suspension
eBay, like many other online marketplace sites, has a set of regulations, guidelines, and service standards that sellers must meet. If a seller violates any of these conditions, their account will be suspended, and they will receive the dreaded suspension email message.
If this is you, and you’ve been notified that your eBay account has been suspended, your natural reaction could be to panic. That’s absolutely understandable. However, it is important to maintain a level head and move on calmly in order to rectify the situation.
Start by double-checking the validity your suspension. Is this a phishing email? Scammers do exist, and they may target your eBay seller account. Check the “from” email address, check your eBay messages, or call the eBay Customer Service line at +1-866-540-3229 to ensure the email came from eBay.
If you discover that the email was sent from eBay and that your account has indeed been suspended, it is still possible to restore your account.
So, if your eBay account has been suspended, what do you do? Here’s how to appeal your suspension, what to expect during the process, and how to avoid getting into this situation in the first place.
Why Was My eBay Account Suspended?
Understanding the reason for your eBay suspension is the first step toward correcting your mistake (s). There are a variety of reasons why sellers may receive a suspension notice.
Selling counterfeit goods, unpaid fees, poor customer service, and policy violations are all common reasons for eBay accounts being suspended.
- Offering counterfeit products
Counterfeit or “fake” goods, as well as intellectual property theft, are prohibited on eBay. “We don’t allow replicas, counterfeit products, or unauthorized copies to be sold on eBay,” states one of eBay’s most important policies.
Think again if you thought eBay was the online retail wild west where you could sell anything! You can only sell legitimate goods and must avoid making false claims about your products in your listings.
- Seller fees that have not been paid
This is arguably the simplest issue to resolve: simply pay your fees by logging into the My Account tab, and your account will be restored. Unpaid seller fees can include daily eBay seller account fees, as well as reimbursing eBay for a refund issued to one of your customers.
To avoid receiving the dreaded seller suspension email in the first place for this reason, set up and plan reminders to pay all of your eBay business expenses as they arise.
- Delays in delivery or non-shipment
If you take too long to ship products, or worse, if you don’t ship them at all, eBay can take action against you, including suspending your account. To prevent this, make sure to send items as soon as possible after receiving payment and to communicate clearly with customers if issues arise.
- Policy violations on eBay
When it comes to selling on eBay, there are a host of rules and regulations that sellers must obey. The following are some of the more common infractions:
- Violations of eBay’s Verified Rights Owner (VeRO) policy, which allows intellectual property owners to request that listings that sell products or materials that infringe on their IP rights be excluded be removed.
- Using banned images, such as those that involve pornography, lewd words, or were “borrowed” from another vendor.
- Getting caught offering a partial refund or discount in return for a favorable review or input from a customer.
- Taking advantage of customers in various ways, including fraudulent charges to accounts.
How Do I Appeal an eBay Suspension?
Some of these infractions or eBay account suspension grounds are less difficult to overcome than others. It’s time to start your appeal now that you know why you’ve been suspended.
Restoring your account can be an easy procedure. It could mean waiting for a temporary suspension to end (be patient! ), making adjustments to your listing(s), or giving eBay the details they need to check and reinstate your account.
1) Respond to your notice of suspension.
To begin, read the instructions in the email you received from eBay informing you of your suspension and carefully follow each step – now is the time to be open, truthful, and professional.
If you’ve made a mistake, admit it, apologize, and demonstrate that you’re able to work together and move forward in good faith. Give eBay any and all requested information as soon as possible.
2) Figure out what you should do next.
If you’ve broken any rules, you’ll almost certainly need to work closely with eBay to get your account back into line and develop a plan for going forward.
Your current listings may expire early depending on why you were suspended. This sometimes occurs as a result of policy or agreement violations. In these situations, eligibility for a fee refund would be determined by the circumstances, as well as any prior policy violations.
What happens if the suspension is unjustified?
People at eBay, like the rest of us, make mistakes from time to time. Unfair consumer concerns or other factors may also have an effect on accounts and result in suspensions.
If you feel your suspension was arbitrary or unjustified, gather evidence and plan to present your case. By phone or email, contact eBay customer service with all required and pertinent details and documents.
Tips for making a phone call
- Call as soon as you can after your suspension, if at all possible.
- Maintain a calm and composed attitude during your chat, and be ready to clarify your situation prior to the call.
- Stick to the facts; pretending to be naive to the rules or embellishing the truth won’t support your case.
Tips for sending an email
- To make it easier for customer service to understand the situation, keep your email straightforward, succinct, and free of spelling and grammatical errors.
- Attach any supporting documents or proof of wrongful suspension.
- Stick to the truth and back it up with screenshots or other documentation where possible.
If your account has been suspended, do not attempt to create a new account. If you’re caught, you’ll be in major trouble because you can’t have more than one eBay account.
Consider eBay a real business partner and act accordingly. Nothing good can come from betraying their faith. Instead, be forthright and work with eBay to fix the problem.
How Not to Get Suspended in the First Place
An eBay suspension can affect your bottom line in lots of ways, including missed revenue, cancelled listings, and even the loss of seller fees as you wait for your appeal to be checked and your suspension to be lifted.
With this in mind, it’s best to avoid getting into that situation in the first place. It’s much easier to prevent an eBay account suspension than it is to get one lifted.
Here’s how to prevent eBay suspensions and avoid having to appeal to someone other than your customers:
- Read ALL the rules to make sure you understand and can obey them before you start selling on eBay, paying particular attention to what you can and can’t sell.
- Make sure you don’t make any false claims or misrepresent your goods when describing the items you offer.
- Make sure consumers know what to expect in terms of shipping schedules by using a reputable fulfillment company.
- Before you sell their goods on eBay, do some research on the suppliers. Ensure that the quality of the goods is as advertised and that you are not inadvertently misrepresenting them.