Recent Discussions
Permanent Selling Restriction Due to Bad Buyer Experience (BBE)
Hi, I am writing regarding the recent permanent selling restriction placed on my account under eBay’s Bad Buyer Experience (BBE) evaluation. I have been an active eBay seller for over 8 years with a strong feedback record and no prior violations until December 2025. This situation is very concerning to me. Recently, an order was delivered in damaged condition due to transit issues. The buyer did not contact me prior to leaving negative feedback and opening a return request. I processed a full refund immediately and did not request the item to be returned, which resulted in a financial loss on my end. I also reported the issue to the postal service, and they acknowledged the damage during transit. Despite this, the transaction was counted as a defect. As a result, my defect rate has increased to 6.1% (2 defects out of 49 orders), both linked to the same buyer. I have already submitted multiple appeals, but unfortunately, the restriction remains in place. Given my long history of compliant selling and the circumstances beyond my control, I kindly request a reconsideration of my case. I would appreciate your review and guidance on how this issue can be resolved.
Shipping service restricted – no orders for 30 days, need urgent review
Hello eBay team, My account has been experiencing a serious issue recently. 1. My shipping service (direct shipping) is restricted. 2. All my listings have lost visibility, and I have received zero new orders in the past 30 days. 3. My account is currently at "Medium Risk" status. I understand that my performance metrics exceeded the standard before: - Neutral/Negative feedback rate: 0.8% (above standard) - Transaction defect rate: slightly above benchmark Actions I have taken: - Improved inventory management to avoid cancellations - Switched to more reliable shipping carriers - Enhanced customer service response time However, due to zero new orders, my metrics cannot improve further. I have already contacted support and submitted a case, but have not received a response. Case ID: Shipping policy SR# 1-503555000521 SR# 1-504167443278 Could you please help escalate this issue or request a manual review? Thank you for your support.
UK Shipping – System EDD vs International Sellers: Why Are Sellers Accountable?
Hello everyone, I am raising a serious concern regarding how seller performance is evaluated for UK shipments under eBay’s system-generated Estimated Delivery Date (EDD). In my case, I have consistently: • Met handling time requirements • Shipped on time with valid carrier scans • Selected only the predefined shipping services available • Delivered within the declared 10 to 22 working day policy Despite this, buyers are shown a significantly shorter system-generated EDD, which is not directly controlled by the seller. eBay Help clearly states: “The estimated delivery date shown to buyers… is based on various factors, including handling time and the delivery or courier services you offer… The calculation is dynamic…” This creates a critical contradiction: Sellers do NOT set the final EDD • EDD is influenced by system-level factors outside seller control • Buyers rely on the system-generated timeline • INR cases are triggered based on that timeline Additional context (already raised with eBay support): Under an active Service Request (SR# 1-502535434845), this issue has already been formally raised with eBay support, where I clarified that: • Orders were shipped within handling time • Valid tracking with timely carrier scans was uploaded • Deliveries were completed within the declared shipping policy There was no seller-side fault or non-compliance; delays, where applicable, occurred post-dispatch and outside seller control. Multiple cases were closed in seller’s favour, with confirmed delivery and no seller fault. specifically: Whether INR cases arising solely due to system-generated EDD (despite full seller compliance) can still contribute to account warnings or restrictions Whether such cases can be reviewed in context, especially when they occur in a clustered timeframe linked to external disruptions However, responses received focused only on system recording of BBE, without addressing the core issue of accountability vs system-generated timelines. Core concern: Buyers initiate INR cases based on system-generated EDD, while sellers are evaluated on controllable factors, creating a clear gap between system-driven expectations and seller accountability.This concern is strictly limited to INR cases within BBE evaluation, where there is no SNAD issue or seller fulfilment failure involved. If the final EDD is system-generated and only influenced (not controlled) by seller inputs, then: 👉 On what logical basis are sellers held fully responsible in BBE evaluation, when outcomes driven by system-generated timelines can escalate to account restrictions? This is not a courier issue. This is not a handling time issue. This is a system vs accountability mismatch. When sellers can only: • Select predefined shipping services • Set handling time …but cannot directly control the final EDD shown to buyers, then: 👉 How is seller performance fairly evaluated in such cases? I would appreciate insights from experienced sellers or moderators on how this is handled in practice. Thank you. wing screenshots show the system-generated EDD appearing before handling time completion, alongside the seller-defined delivery policy.Regarding Error in Seller Fault Unfulfilled
Respected Team We are writing here regarding one Seller Fault Unfulfilled case on our eBay store. Allow me to explain you the reason and details in brief of this Seller Fault Unfulfilled case. This case is filled against our eBay store due to one of our order which we had booked in FedEx on 25 FEB 2026 was requested for cancellation by the buyer because the parcel was picked up from our premises and has reached India customs Mumbai but it was not moving any further and was kept on hold at Indian customs for more than 12 days. So during this time of 12 days when parcel is still hold on Indian Customs for Clearance we contacted FedEx team India many times while keeping the buyer also in our email conversation with FedEx team India regarding the escalation in customs clearance procedure because its already too much delayed in moving further to buyer destination country but the FedEx Team India was not able to provide us the deadline date on which this parcel will be release from Customs and move further. So after this long wait of more than 12 days buyer was not ready to wait longer and he requested order cancellation. Hence we accepted buyer's cancellation request and give him the full refund. Now the thing is that buyer said and accepted that he has received the full refund provided by us but there is certain amount of 500 USD which was collected by FedEx team in name of Taxes or Import duties which buyer hasn't received it yet. So due to this 500 USD refund which he hasn't received from FedEx team he has raised the dispute which means its clearly not a Fault from our side which buyer also agrees then why this case is shown on our CBT Seller Dashboard as Seller Fault Unfulfilled case as if its our fault. We also tried to contact the person who is in charge of eBay Global Shipping but he is also not responding to our query at all. For your Convenience and as proof we have attached some screenshots of our chat with buyer and FedEx Team. Hope we will get some proper solution regarding this matter.Multiple BBE on one order - WHY? Export team/ Customer Support Team- How is this even fair?
Dear BBE Team, I would like to raise a concern regarding the current defect policy applied to orders. The existing system, where multiple defects can be assigned to a single order, feels unfair and disproportionately harmful—especially for small businesses like mine. It would be far more reasonable to limit defects to a maximum of one per order. An order is a single transaction, regardless of the number of items included. Assigning multiple defects for the same order does not accurately reflect the situation and can severely impact sellers’ performance metrics. A buyer cannot be “disappointed multiple times” within a single order simply because they purchased more items. Yet under the current BBE metric, if a buyer orders multiple items and an issue arises, sellers are penalised multiple times for what is essentially one transaction. For example, if a buyer purchases three items in one order, a single issue results in three defects. If they purchase five items, it could result in five defects. This approach is excessive and damaging. On other eBay performance metrics, only one defect is applied per order, regardless of item quantity. This standard is logical and fair, and it would make sense for BBE to follow the same principle. In my specific case, I received three defects from a single transaction due to an INR (Item Not Received) case. The issue arose because the buyer provided an address in Japanese, which standard shipping carriers cannot process when generating an AWB. Despite repeated attempts to resolve the issue with the buyer (buyer never responded on M2M even after repeated attempts), the situation remained unresolved. Nevertheless, I was assigned three defects for one order, which has now resulted in account restrictions. I respectfully ask: how is this fair, and what could I have done differently in this situation? I strongly urge you to review and revise this policy to ensure fairness and sustainability for sellers and kindly review this for my account. Limiting defects to one per order would be a reasonable and much-needed change. Thank you for your time and consideration.My account is restricted due to BBE
Hello, I am writing to request assistance and a moderator review regarding the suspension of my eBay seller account “Fox Hub,” registered under the name Raja. My account was initially restricted and later fully suspended due to a high Bad Buying Experience (BBE) rate, mainly related to “Item Not Received” (INR) and “Significantly Not as Described” (SNAD) cases. I understand the importance of maintaining eBay’s performance standards and I sincerely regret any inconvenience caused to buyers. After reviewing my account in detail, I identified that the issues were primarily caused by supplier inconsistencies, shipping delays, and listing clarity. Some items were reported as damaged, not matching descriptions, or delayed in delivery, and in a few instances, there were concerns regarding product authenticity. However, in all cases, I took full responsibility by promptly issuing refunds and ensuring that buyers were supported and their concerns were resolved. Since then, I have taken significant corrective actions to address these issues. I have removed or revised high-risk listings, improved product descriptions and images for better accuracy, switched to more reliable suppliers with higher quality standards, enhanced packaging to prevent damage during transit, and implemented stricter quality checks before listing any product. My goal is to ensure a much better buyer experience and full compliance with eBay’s policies moving forward. Despite these efforts, I received a final response from customer support stating that my account cannot be reinstated due to concerns about my selling practices and business model. I respectfully believe this decision does not fully reflect the corrective measures I have taken and my commitment to improvement. I kindly request that a moderator or appropriate team review my case once more. I am fully committed to maintaining eBay’s standards and would greatly appreciate the opportunity to demonstrate improved performance and continue selling responsibly on the platform. Thank you for your time and consideration.Multiple BBE on one order - WHY? Export team what's wrong with you?
DEAR BBE TEAM: This shouldn't be like that. We should get max 1 defect for one order, thats fair and reasonable. Getting multiple defects for one order can crush a small business like mine in a heartbeat. Please make the change and count only 1 defect per order. Its a reasonable request and makes most sense. Like you cant disappoint buyer multiple times just because he bough more items from you... BBE is already bad enough with its ridiculous rules for abroad sellers... BUT WHY ON EARH WOULD YOU PUNISH US EVEN MORE, BY GIVING MULTIPLE BBE DEFECTS ON ONE ORDER!!! Like who is designing this rules? What is their goal? To ruin legitimate businesses with rules like this? On any other eBay seller matrices you can get just 1 defect for one order transaction. Means if the buyer buys 2 items from you within one order and there is an issue with the order you may get just 1 defect, because its only 1 order, not multiple of them. BUT NOT BBE MATRIC! If the buyer buys 2 items from you within one order and there is an issue with the order you will get 2 defects for the same order! MEANS IF SOMEONE BUYS 5 ITEMS FROM YOU IN ONE ORDER YOU WILL GET 5 DEFECTS!!! I got 2 defects for refunding the buyer, because he was not able to do a simple task of creating a return and both defects are just from 1 transaction.Request for Guidance to Improve eBay Seller Account Sales
Sir, my seller account sales have been very low for almost the last 3 months. I am continuously working on my eBay seller account to improve it. Could you please suggest some ideas or strategies to help grow my seller account and increase sales?BBE - Permanent Restriction - Postal Error – Stuck in First-Line Support Loop
Hello Community Team, I would like to share my situation in full detail, as it concerns cross-border logistics and how BBE/SNAD metrics handle confirmed third-party postal errors. I have been selling on eBay since 2017, with approximately 500 successful transactions and 208 positive feedbacks. I always ship with proper documentation and follow bulk international shipping procedures. What happened Two international parcels were accepted via bulk submission at the post office. In this process in international transit, parcels may be relabeled and re-numbered based on barcode data. The postal operator has officially confirmed that during processing, a barcode was incorrectly associated with the wrong physical parcel. As a result, two buyers received each other’s items. Both buyers were refunded immediately and allowed to keep the items at my expense. According to official written confirmation from the postal operator acknowledging their mistake. My account was permanently restricted due to elevated BBE/SNAD metrics. The support loop problem I have contacted support multiple times and submitted appeals through the HK/APAC channels. Every time, I receive a standard response stating that: “The restriction is permanent and cannot be appealed.” However: The postal operator admits fault. The incident was external to my operational control. The performance metric treated this as seller negligence. It appears that first-line support is unable to evaluate documentation or escalate structural cases involving confirmed third-party errors. When a seller provides documented evidence of third-party postal fault, there seems to be no escalation path beyond automated performance enforcement. Given the documentation available, could this case please be forwarded internally for higher-level evaluation? Thank you for your time and consideration.
