BBE Account restricted! Help please
Summary: macsons98 shared their experience with eBay, detailing a mix-up where items were sent to the wrong customers. They resolved the issue quickly, but their account was still restricted due to high BBE, despite having positive feedback otherwise. eBay support, represented by furisa@ebay, acknowledged the frustration and reiterated the need for a formal appeal. macsons98 expressed continued dissatisfaction, stating their case wasn't accurately reflected by eBay's dashboard and support responses seemed mechanical. They seek further assistance to resolve the account restriction.
I have been with eBay for over 4 years and have never had any negative feedback from customers. In May this year, due to a mistake while packing, A's item was sent to B and B's item was sent to A. A didn't even contact me, but opened a 'Item not as described' case. Then only I knew there was a mix-up. I quickly contacted both customers and also contacted eBay customer care and made arrangements to exchange the books. Everything was completed amicably under 10 days and the cases were closed. ( Customer care told me to tell the other customer to open a case before exchanging).
Then I received mail of BBE above average and I contacted customer care and they said it would be resolved since I have already done the needful.
Suddenly, they permanently restricted my account from selling yesterday. They keep saying my BBE is high. I have already resolved the issues amicably and even after that I have sent many parcels. All got positive feedback. Still, eBay customer care see me like a cheater. They just see the dashboard and reply me with a robotic reply. They can't even understand whether a top-rated seller for the last 4 years would cheat anyone for $45 when the average sold price of a product is over $100.
All customer care replies are coming from India eBay as per the names. They don't even want to take this as a special case and send it to a higher authority. This is clearly unfair as I have given a wonderful service for last 4 years where most of my buyers are from USA and Europe.
I'm tired of getting this robotic reply from customer care on eBay. What other options do I have?
I have already applied for VISA to India, to go to eBay office there and show to someone my account, which doesn't have any issues. They have all the Data and still restricted my account unfairly. Please help
rarefj
·2 weeks agoI experienced a very similar situation.
My seller account was restricted under the BBE policy after two buyer disputes resulted in defects. In both cases, the buyers had already received their items, and the cases later closed after 21 days of inactivity.
I contacted eBay Customer Service, and Senior Representative Ajay B. reviewed my account under SR# 1-506809057175. After reviewing the cases, he administratively removed both defects and confirmed in writing that they would not count toward my monthly evaluation or have any negative impact on my account.
However, my account remains permanently restricted, and I have received different explanations from Customer Service regarding how this decision affects CBT metrics.
I am still trying to understand how these responses are consistent. If anyone from eBay or another seller has experienced a similar situation, I would appreciate any clarification.
furisa@ebay
Hello @macsons98
Greetings from team eBay!
Thank you for taking the time to explain what’s happened with your account restriction. I understand how frustrating and discouraging this can be—especially when you’ve been doing your best to manage orders and meet expectations.
In many situations, eBay seller protections may apply, as long as the transactions meet the appeal requirements. Because eligibility depends on specific details and must go through a formal review, the next step will need to be handled directly by eBay Support so the team can properly assess your case.
I can also see you’ve already made several attempts to contact Customer Support and haven’t received the help you expected. We truly value your business on eBay and want to support you in getting back on track and continuing to grow on the platform.
While it can feel unfair to be measured against certain performance benchmarks, these standards are in place to help protect both buyers and sellers—by encouraging reliable delivery performance, reducing negative feedback, and helping prevent Item Not Received (INR) cases when shipments are delayed.
Even though you’ve already reached out multiple times, I still encourage you to contact eBay Support again to request an appeal of your current account status. For INR rate%, the appeal is eligible when the transaction is showing that the item was shipped and delivered to correct location within the handling time and estimate delivery of the transaction. When you contact support, clearly explain the situation and include any supporting evidence, such as tracking details, carrier confirmation, and delivery scans.
With the right information, I’m confident the team can review your eligibility for protections and guide you toward the best resolution.
Regards,
eBay Team
macsons98
OP3 weeks agoThank you so much for the prompt reply.
I have never received any INR case. I ship using courier with tracking updated on time to make sure customers receive within 2 weeks although expected time goes for more than 21 days. Customer care seems to go through only the dashboard with BBE, not in details.
Even at this point in time, only one order is to reach the customer which was shipped just 3 days back and already in the buyer's country and all other orders are already delivered.
I explained several times that I'm top rated seller and with eBay for 4 years and I too care much about customers, but to no avail.
I have contacted them several times, and I get only a mechanical-like reply. If I had done really bad, It would be fine to get this restriction. But one single mixup and even after resolving it amicably, I'm getting this for a single error😔. Even on the same issue, customer care asked me to inform other buyer to open a case while this exchange is being done and resolved within the specified time. Then the system has added that too to my BBE. (I'll attach a screenshot to show what that buyer messaged while I put my effort into resolving
the issue.)
furisa@ebay
Hello @macsons98
Thank you for your reply and for sharing more about your situation.
I understand how frustrating this can be, and I’d genuinely like to help further. However, this public forum has limited support capabilities, and appeals/escalations require an account-level review that must follow the specific process for your support region. For that reason, the Support team is the only team that can properly handle the appeal and escalation.
Thanks for your understanding, and I encourage you to reach out to Support so they can review this for you as quickly as possible.
Regards,
eBay Team