Recent Discussions
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.
BBE Seller Rating?
Greetings to all eBay Community members, I have been an eBay seller since 2012. Right now I am facing a problem for which I see no solution, because every communication with eBay Seller Support only leads to more uncertainty about the future of my store. In August, shipments from the EU to the USA were suspended due to the new customs tariffs. Shipping was restored only at the end of October. Foreseeing that this situation would cause problems, I contacted our store’s eBay account manager on 25.08.2025. The communication took place via WhatsApp to the number provided by the eBay account manager. Her reply on 26.08.2025 was: “Hello good day. eBay has sent a message regarding the US tariff update, and we advise you to speak with your shipping partner to confirm any changes in shipping costs, and to continue communicating with your buyer to keep them informed about this change. If you want to exclude your item to us you can remove your listing in us site and can list your item to other sites on eBay. eBay Account Manager Janine.” The only solution offered was to delete my listings on eBay.com — what kind of joke is this from eBay? When I asked if it is possible to temporarily disable shipping to the USA, I received no answer. There was no other explanation or guidance on how to proceed. As we all know, on eBay.com sellers cannot disable the USA as a shipping destination. Therefore, buyers in the USA were able to purchase items from EU sellers, even though shipping was physically impossible. I also could not find any option to place a banner or notice to warn USA buyers that delivery to the USA was suspended. For every USA buyer who purchased an item, I manually sent an explanation that the order must be cancelled because delivery was impossible. About 50% of buyers understood and some even repurchased the item later when shipping resumed. The other 50% marked these cancellations as defects. As a result, my BBE is currently 25.1%. I have no other violations or issues that would justify shutting down my store, but I fully understand that with this percentage my store will likely be closed within the next month. Already now, even though I have not received an official notification of store restriction or closure, eBay has clearly applied a hidden limitation on my account — after receiving the BBE warning, my store traffic dropped by 80%, and of course so did sales. One eBay representative told me that I “should not have selected ‘out of stock’,” which is completely untrue — I know that this option must not be used. I always selected “buyer asked to cancel order.” I repeatedly looked for information in eBay’s internal seller forums, and several sellers reported the same issue: there was absolutely no guidance available on how to properly handle this situation. This is what the Seller Protection Program states: “We remove defects and/or late shipments when things happen that are outside of your control, such as severe weather or carrier disruptions.” This information is published by eBay itself. And this situation was completely outside my control — shipping to the USA was entirely suspended and only resumed at the end of October. Here is the official information, publicly available to everyone. I wasn’t allowed to add the link here, so I attached a photo where the official postal information can be seen. Why eBay chooses to ignore this, or pretend not to know, I do not understand. Please find included the links with all the relevant references, including information from the Latvian Post website. I am highly knowledgeable in my field, my customers appreciate us, and we strive to be the best in our industry. But I am not an IT specialist or a lawyer, and I cannot be expected to know the correct legal or administrative procedures in such a situation. eBay should have provided clear guidance on how to act so that sellers could avoid exactly the problem I am now facing. I would like to hear the opinion or advice of other EU sellers, because all communication with eBay so far has led to no useful solution. All replies I receive sound something like: “It’s your fault.” Thank you for understanding, and I wish you all a successful day.
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.
selling restriction
our Item Not Received Rate status is action takenThe restriction that will be applied to your account :NO SELLING PRIVILEGEWill my account instate again? A lot of shortcomings have been made in calculating our account. And all the cases open on our account. We have delivered all the orders. And all orders are delivered within 4 to 5 days of case opening. And in one case the item was already delivered. And when we sent the delivery proof to Buer. So Buer also accepted. That I had opened this case by mistake. Due to all these cases BBE rating became high. And selling privilege was imposed on my account. It is very little our fault. And all our orders are shipped via EGS via FedEx. And due to the delay of the shipping company, the order could not be delivered to the buyer on time. That's why my BBE rating became high. Now you tell me what we should do.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.
New consequence guidelines for INR & SNAD claims
Hello Team i am seeking answers to few questions Pls help me if anyone can: 1, if Buyer opens case and eBay customer support closes it in sellers favor will it still be counted as SNAD as per New consequence guidelines for INR & SNAD claims. 2, Some buyers have habit of opening cases they do it purposely now if a buyer misuses buyer protection and opens case and i can prove that its his fault , would you take action on that buyer and will that be removed from SNAD cases as per New consequence guidelines for INR & SNAD claims. 3,If my item is shipped by DHL and item will go to USA thousands of KMs away and between from here to there it is handled by may be 4-10 individuals how can i make sure that none of them drop that item and break that or handle it properly or while opening buyer will not damage it mistakenly. if it happens it will affect my id as per New consequence guidelines for INR & SNAD claims, please let me know how to control it, In some products it happens mostly 2-3 cases per 100 transactions and buyers opens return cases. 4, Mostly we get 1-2% buyers in most of category that are there to abuse buyer protection as in new guidelines that's the only limit given to us, how will we survive in such situations.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.BBE restriction because of the new tax import rules in the USA
Hello everyone, I would like to share my four-month experience during a period when I was fully aware that there was approximately a 90% chance that my account could be restricted or suspended due to new import tax regulations in the United States. These regulations temporarily prevented the shipment of orders from the European Union to the U.S. Firstly I want to clarify that i am an EU based VAT registered company, a Top Rated seller, 100% positive feedback, 1,0K items sold for 2 years, 100% shipped and tracked on time orders, as per now all my orders are delivered in time. In August, I proactively contacted Customer Support to inform them about the upcoming challenges that these restrictions could cause to my account. At the end of August for approximately one week, local shipping carriers in my country stopped accepting shipments destined for the United States, which resulted in several delayed orders. Once shipments were accepted again, carriers introduced the option to ship under DDP terms (Delivery Duty Paid), allowing me to cover the import charges before dispatch. I immediately switched to this method, and since then, shipments have been processed smoothly, quickly, and within the expected delivery timeframes. A few weeks later, the situation escalated. Multiple Item Not Received (INR) claims were opened, which increased my Bad Buyer Experience (BBE) metrics. All affected orders had been delayed at U.S. customs, and I had no ability to influence or resolve the customs delays on my end. To ensure customer satisfaction, I reshipped all affected orders at my own expense, and the INR cases were subsequently closed in my favor. Throughout this period, several Customer Support agents repeatedly assured me that I would not face negative consequences. I was told that any defects, negative feedback, or metric impacts resulting from the customs issue would be removed if necessary. And here the problems come... First evaluation: Everything was fine; no restrictions were placed on my account. Second evaluation: I began receiving warning emails indicating that my BBE ratio was higher than that of my peer sellers, although no restrictions were applied at that stage. During this time, I continued communicating with Customer Support, explaining each order and INR case individually, and providing detailed supporting information, including quotations from U.S. government sources and eBay’s official guidance, which states that sellers would be protected under these circumstances. For example, the relevant section from eBay can be found here: “US Tariffs Update – eBay Official Guidance.” Despite this, the responses I received from Customer Support were inconsistent, although most continued to assure me that my account was in good standing and that I had nothing to worry about. At the end of October, I received an “Action Taken” notification after my BBE ratio exceeded the peer benchmark for the third time (approximately 3.8%). However, no actual restrictions were applied. In the following evaluation, my BBE ratio dropped to 1.6% due to closed transactions, and the account was marked as compliant. This made me believe that the situation was improving. Unexpectedly, shortly afterward, a buyer opened a new INR request despite the item already being marked as delivered. The claim was closed in my favor, and the buyer has not communicated since. However, at the latest BBE evaluation this INR request was still counted against my BBE metrics, increasing the ratio to 2.3%. I still have orders from August evaluated! So at this evaluation period I received the following message from eBay, on 2.3% INR ratio: Dear Seller, eBay regularly evaluates the accounts of eBay sellers. In relation to your account, we have noticed that its performance does not meet the requirements of eBay's BBE Policy Your account's BBE rate is higher than that of peer eBay sellers. You can visit the Seller Dashboard to check your current account performance. In accordance with the eBay BBE Policy and the eBay User Agreement, eBay has determined that in order to protect the eBay community, the following restrictions will apply to your eBay account: (a) Your selling privileges are restricted; and (b) Your listings have been ended; and (c) Your payouts have been on hold. The safety of the eBay community is a top priority for us. We appreciate your understanding in this matter. We look forward to your cooperation, eBay team So, now my account will be restricted, and I don't know if there is any chance to get it back. I've contacted Customer Support multiple times through "Contact Us" - 4 days without response. I've chatted with an agent - the answer was "Thank you for sharing the information. I require to transfer your query to our dedicated team and they will get back to you via mail in 24-48 hours. Please allow me to transfer your concern to them." - still no response I've asked a callback, an agent called me back - he hasn't even understand me what I am asking, he asked me where I have saw that my account will be restricted, so he asked me to spell him the export.ebay.com link (the link to the CBT Dashboard), and after his "review" his conclusion was that my account is in 100% perfect condition (it is by feedback and Seller Dashboard, but not by CBT dashboard), and I shouldn't worry about that it will be restricted. I've seen few posts with similar problems here, so I think we must be active to share our situations regarding these new Import Tax Rules and unfair BBE evaluation at this point, so if there is any minimal chance to eBay lookup at this and take any actions.... If someone has reinstated his account after this, I will be very thankful to share any in
