Why is my eBay account suspended?

 

When eBay suspends an account, the seller is usually notified by email. In most cases they will provide details on what you did wrong and how long the suspension will last. Sometimes they’ll even tell you what you need to do to get back selling again! (If you didn’t receive an email, check your messages on My eBay.)

Reasons for suspension vary from forgetting to pay your fees right through to serious breaches of policy. Just recently, eBay suspended hundreds of accounts for price gouging during the Coronavirus pandemic.

Below are seven ways you might have your eBay account suspended:

1. Outstanding payments

If you owe eBay any seller fees or customer reimbursements which they sent out on your behalf, this can lead to temporary suspension of your account. 

You may need to make a one-off payment to settle your accounts. Alternatively, you should double check that your automatic payment method isn’t out-of-date.

2. Late shipment of orders

Late shipments are a big no-no. If you send an item after your stated handling time, or it arrives after the estimated delivery date, this will be a mark against your account and could lead to a suspended account on eBay.

eBay will tolerate up to 7% of your orders being late. So be realistic when you state delivery times on your listings and follow best practices for eBay shipping.

3. A high Transaction Defect Rate

Another performance metric you should watch carefully is your Transaction Defect Rate, which must be kept at or below 2%.

This metric isn’t related to defective products. It’s actually refers to the number of transactions a seller has cancelled due to stock shortages or other issues. Do your best to keep listings up-to-date and don’t cancel an order if you can avoid it.

4. Failure to resolve buyer complaints

When customers raise an issue in the Resolution Center, be sure to address it promptly and politely – even if they seem unreasonable.

If they end up referring the problem to eBay and you’re deemed to be responsible, this can really hurt your performance metrics. eBay allows just 0.3% of cases to close without a resolution. Having an excellent customer service strategy can keep this metric to a minimum and avoid unnecessary complaints to eBay.

5. Manipulating metrics

If you manage to keep your metrics in good shape, you’ll have a lot of happy customers and you may even become a top rated seller.

However, you shouldn’t do anything crazy to get to this point. If you try to manipulate your metrics, this could lead to suspension. Never badger a customer about changing or leaving feedback. Instead, check out our guide on removing negative eBay feedback.

6. Listing prohibited items

This may seem obvious, but sellers might not realize their products aren’t allowed. eBay has a long list of restricted and prohibited items, including:

  • Drugs and alcohol
  • Most live animals
  • Hazardous, counterfeit and substandard products
  • Recalled items

7. Putting the wrong content in your listings

Offensive material or hate speech are never allowed on eBay. Neither are stock photos or copyrighted materials.

Sometimes it’s easy to get caught out. For example, lots of sellers have been suspended for using the trademarked word ‘velcro’ in their listings. Luckily, this isn’t likely to lead to long-term suspension.

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