Things can go from making tremendous sales to getting an account suspension notification for most online retailers. While experiencing massive sales is the heart desire of online retailers, having your eBay account suspended isn’t juicy. Having your account suspended on eBay may not sound palatable, but it can motivate you to improve your service and brand. Are you experiencing eBay account suspension? In this comprehensive guide, you can learn how the eBay account suspension works and how to remedy it.
Account suspension on eBay can be traced to many factors that we will discuss later in this article. A suspended eBay account is never a good sign; it gives a business a bad reputation and, of course, decreases sales. Although account suspension on eBay can be avoided by simply reading eBay’s seller policies; however, other things like offering excellent services need to be put in place. The good news is that you can persuade eBay to un-suspend your account and start selling again. This guide will illustrate how does the eBay account suspend and how to get it back in.
Types of the eBay Account Suspension
Sellers who get their eBay account suspended cannot sell, bid, or reach out to customers. There are three types of account suspension on eBay, and some are milder than others. Check out the different types:
1. Account holds
Account holding is the mildest form of eBay suspension. Often, eBay holds a seller’s account so they can verify certain account information. Account holds can also be caused by payment glitches. Anyway, it is not something sellers should panic about. As soon as the issue is resolved, your eBay account will be reinstated, and you will start selling, bidding, and communicating with customers instantly.
2. Account restrictions
Account restrictions are implemented when eBay notices that your seller performance metrics and service standards are below pa. This is common among sellers with higher canceled orders or late shipments. A restricted eBay account cannot list certain products or obtain eBay’s Best Match position. eBay has no intention of banning such a seller yet, so they enforce restrictions to limit sales until the performance metrics are up and running. The full account suspension may be served if the seller doesn’t wake up to the challenge.
3. Full suspensions on eBay
Full suspension on eBay is caused when a seller violates eBay’s rules or policies. Consistent underperformance, unhealthy customer service, and selling low-quality products can also lead to account suspensions. Account suspensions on eBay may last for 7, 10, 30 days or indefinitely, depending on the severity of the violation. The seller’s listing may or may not end during the early stages of violation. Other times, listing fees are forfeited.
NB: Sellers with a history of receiving warnings or frequent restrictions from eBay should improve on their services and change things around before eBay shuts down their accounts permanently. In the later part of this article, I will show you how to avoid account suspension on eBay. But before then, let us consider the various reasons for account suspension on eBay.
Why Is My eBay Account Suspended?
So many sellers complain that eBay suspended my account for no reason. That’s not true. eBay can decide to suspend your account for numerous reasons. In most cases, the seller is usually notified via email or the “My eBay” message center on the platform. When eBay suspends an account, they will explain why the seller was violated and the duration of the suspension. Sometimes, eBay informs the seller what needs to be done to reinstate their account. The following are seven possible reasons your eBay account was suspended:
1. Listing restricted and prohibited items
eBay has listed some products that aren’t allowed on the marketplace. Sellers who turn deaf ears to these products, and end up getting their accounts suspended. eBay restricts and prohibits items in the following categories:
- counterfeit, hazardous, and substandard products
- drugs and alcohol
- most live animals
2. Outstanding payments
Owing eBay can lead to temporary account suspension. Whether eBay sends a customer reimbursement on your behalf or you own seller fees for the previous month, you will receive a suspension notification. It is always good for sellers to double-check if their automatic payment method is updated.
3. A high transaction defect rate
The TDR [Transaction Defect Rate] is a metric that calculates the number of transactions a retailer or seller has canceled [during a specific period] due to stock shortages or any other issue. Ideally, TDR must be maintained at 2% or below. The surest way to avoid order cancellation is to ensure your stock is available and updated.
4. Manipulating metrics
Sellers who keep their metrics in good shape are duly rewarded. On the other hand, manipulating your metrics to keep your metrics healthy could lead to suspension. Never pester a customer to leave or modify feedback and feedback is given at the customer’s convenience, whenever they feel like it. The best thing for sellers is to avoid negative feedback entirely by providing excellent customer service, selling quality products, and delivering timely, among others.
5. Failure to resolve buyer complaints
eBay believes that providing excellent customer service is key to any online marketplace. So they expect 99.7% of cases to be resolved by their sellers. When a customer raises an issue, eBay expects sellers to address it politely and immediately. Failure to resolve buyer complaints may lead to eBay’s interference which can negatively impact your performance metrics.
6. Uploading the wrong listings
Are you thinking of why the eBay account was suspended for no reason, You probably have uploaded the wrong listing. eBay does not condone offensive materials or photos with the trademarked word “velcro” in their listings. Though this may only lead to short-term suspension, it is best to avoid it still. Take quality product images or hire a graphic designer to create images for your listing.
7. Late shipment of orders
eBay will never tolerate late shipments. If you are guilty, this could be a good reason to have your account suspended. As part of eBay’s standards, they will only tolerate up to 7% of a seller’s orders being late, and any figure higher than 7% will only attract suspension. Setting realistic shipping times on their listing is a great way to avoid late shipment.
How to Reinstate the eBay Suspended Account
Account suspension can be frustrating and upsetting, but that will profit little. Instead of asking why is my eBay account suspended, you can learn how to reinstate your account. The first thing to do is to learn why your account was being suspended and then proceed on how to reinstate the suspended account. As much as possible, it would help if you were calm about the situation because your emotions are not in check. Instead of responding to your customer or the eBay team with rage, you want to learn through the pain and develop a strategy for getting eBay to lift the suspension. Your communication with eBay representatives may show your level of professionalism. Are you a victim of eBay account suspension? Follow these steps to reinstate the suspended account.
STEP 1: Verify the suspension
The first thing you need to do before resolving any suspension is to verify what really happened. Over the years, there have been reports on how scammers send emails to eBay sellers notifying them of a suspended account. The email usually comes with a link that will make them drop their private information and eBay won’t do that. eBay recommends that a suspended account receive notifications via email and the eBay platform. Simply log in to your eBay account to see if the suspension is genuine. If you don’t find any message, it is likely a message from scammers. You can report the email and reset your email/eBay password to strengthen your account further. If you find or receive any message, you can move to the next step.
STEP 2: Know why there was a suspension
After deciphering a valid suspension notification, you want to understand why your account is suspended. Since eBay will send you a message via email or your eBay portal, you want to read the email carefully. Embedded in this email are the reasons your account is suspended and the courses of action you need to take to restore your account. We’ve already highlighted the reasons for an account suspension in the previous section. Having examined the cause for suspension, you can now contact eBay to defend yourself, i.e. if you are not guilty of the charges or want to admit that you made a mistake.
STEP 3: Gather supporting documentation
You will need to assemble documentation to prove your innocence if you think the reason for suspension doesn’t apply. Or provide some sort of explanation to show eBay that you deserve a second chance.
STEP 4: Contesting suspension reason
If you are sure the suspension is unwarranted and unfair, you will need to gather the proper documentation that attests to your compliance with eBay rules and policies. The documentation you will upload will vary according to why your account was suspended. Check out these examples:
Did eBay accuse you of selling a counterfeit item? Provide eBay with concrete evidence that might include but is not limited to an invoice of purchase, the receipt, a certificate of authenticity.
Delayed shipment, slow shipping, or inability to ship: If you have been accused of any late shipping and are innocent, you will need to provide eBay with tracking numbers that show when you mailed the item to your shipping company within the allotted time. If you have good reasons for delaying shipment, you must send eBay a copy of your evidence. Sometimes, shipping delays could result from bad weather, which is obviously beyond your control. Sometimes, a seller may ask you to ship their item on a particular day – this is a legitimate reason. Just send a copy of your conversation to eBay; they know how to handle the case from there.
Dropshipping: If you are a seller who dropship, you may need to prove to eBay that you placed an order to your supplier on time and the fault was from them. No matter what, eBay expects every seller to deliver items to their customers timely. Ensure you gather relevant proof as you attempt to resolve shipping problems.
STEP 5: Request a second chance
If you are at fault, you can request a second chance and this is better than starting afresh or reopening your business on another online marketplace. However, eBay seldom gives a second chance to buyers with serious violations. Meanwhile, getting a second chance after eBay account suspension is highly plausible for less strict violations. At this point, occasions such as a family member’s demise or solid evidence of a disagreement [to which you are not at fault] between you and the buyer could earn you a second chance.
STEP 6: Contact eBay customer service
After collating your evidence and other necessary documentation, reach out to eBay customer service via phone or email. The complexity of the case will determine whether you should contact eBay by voice or in writing and I’d recommend speaking with one of eBay’s representatives to thrash things out. Here are some tips for sending emails or calling eBay’s customer service.
- Identify yourself and explain why you are sending eBay an email at the beginning. Remember to include your eBay user ID and the reference number in your email.
- State your concerns and provide documentation [if required] that supports your request clearly and politely.
- Avoid sarcasm and express appreciation that your email will be considered and reviewed diligently.
Calling
- Make sure you have the documentation in front of you before you call eBay.
- Identify yourself and explain what went wrong.
- Avoid exaggerating your case or feeling pitied. Remember that your story will not be the first for customer service representatives.
- Always speak politely, no matter how hurt you might be feeling. Rudeness will only make matters worse.
- Request for the name of the customer service representative and not the time and day you initiated the call.
NOTE: It may take several emails or calls to resolve any issue related to eBay account suspension. During the period, don’t act smart by starting a new account and this could lead to permanent suspension if eBay fishes you out.
How to Avoid eBay Account Suspensions
This is an old saying “prevention is better than cure.” Instead of going through the hassle of reinstating a suspended eBay account, why don’t you avoid situations that could lead to eBay account holds and suspensions?
- Take your time to read and digest eBay rules and adhere to them.
- Write accurate product descriptions – never misguide buyers.
- Your shipping time and pricing must be accurate and align with eBay’s seller’s policies.
- Not every item can be listed or sold on eBay – take note of this.
- Order test products from your suppliers to affirm the product quality, delivery time, and customer service.
- As you grow as a successful eBay seller, you are advised to join an Enterprise store subscription. Here, you will get exclusive access to dedicated customer service teams.
- Avoid scammers – report scam emails or suspicious activities.
- Do not put all your eggs in one basket. Consider selling via other online marketplaces, including Amazon, Walmart, and SaleYee. This will minimize risk and increase multiple sales.
- You can altogether avoid eBay suspension by creating your own online store and partnering with a reputable dropship supplier. Your online store will display your listing without incurring any listing fee or additional monthly charges. Whenever you receive an order, the dropship supplier will ship those orders to your customer in real-time. You don’t have any business with inventory or logistics; rather, you will focus on the marketing aspect of your business to drive more sales. Simple. You will find hundreds of dropshipping suppliers; some are reputable while others are scam artists. The SaleYee dropship platform is one of the reputable suppliers out there. They offer high-quality products with a large product margin from profitable SKUs. The SaleYee platform has local warehouses, which makes them deliver as fast as two days to any destination in the world. Using this service requires no listing fee or membership fee; it is FREE. With enormous resources in their knowledge base, SaleYee is ideal for any beginner. Check out other notable features on SaleYee.com.
Conclusion
Getting suspended from eBay is a buyers’ worse nightmare. Besides being restricted from selling, bidding, or contacting customers, the seller can lose sales as customers can retract their bids. eBay account suspension is one hell of a ride that no seller wants to find themselves on. Fortunately, with our eBay account suspension and restatement guide, you can escape account suspension while using eBay.
