Shipping service restricted – no orders for 30 days, need urgent review
Summary: pcparthub5 initiated a discussion highlighting a critical issue with a shipping service restriction, resulting in no orders for 30 days, and requested an urgent review of the situation. issac@ebay participated in the conversation, although the content of their responses is not available. The issue seems to be time-sensitive and important for pcparthub5, who has made multiple posts seeking resolution or assistance.
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.
issac@ebay
Hello pcparthub5
Greetings from eBay.
Thank you for your continued messages and for sharing your concerns regarding your account status, listing visibility, and performance impact.
We want to clearly reiterate that due to data privacy and account protection policies, we are unable to access, review, or provide guidance on specific account-level issues or restriction details within this community space.
Additionally, the Seller Dashboard community does not have the capability to review, intervene, or escalate account-specific restrictions or enforcement actions.
As such, we will not be able to assist further on this matter here.
For any concerns related to your account status, restrictions, or appeals, you must contact your transaction site directly. We strongly recommend reaching out via eBay.com.hk > Help & Contact, where the appropriate team can securely review your case and provide the necessary support.
Regards,
eBay Team
pcparthub5
OP4 months agomailto:issac@ebay
Could someone reply us and suggest how should we do to lift the restriction on our account or forward our request / question to the relevant department?
pcparthub5
OP4 months agomailto:issac@ebay
Thank you very much for your attention and suggestion. Here I will introduce more details about what happened and hope to get your help.
On March 11th, our account was restricted due to eBay's direct shipping requirements, so I contacted eBay customer service through eBay.com.hk > Help & Contact. I was informed that regardless of the seller's country/region, sellers without an eBay account manager or business development manager would only be able to use the SpeedPAK service solution.
After receiving this reply, we changed shipping method of all listings to eBay SpeedPAK Standard on March 18th and excluded countries that are not supported by SppedPAK.
However, eBay didn't provide Appeal Entrance for that, so we could not appeal, and therefore our Seller Center performance targets remained unmet. Starting from April 2nd, all our products were delisted, eBay customer service also stopped responding to my case.
Because I am a Chinese individual seller without an account manager, so I tried to contact eBay customer service via "Call Me" in Help & Contact, however, the call could not be connected. I also tried to open a new case, but there is no response. Attempts to add new products and relist existing products have failed too, but get the messages:
It appears you’re listing an item that can’t be shipped to the selected country under our Direct shipping service standard program. Please check the Cross-Border Trade (CBT) Seller Dashboard for shipping route restrictions before relisting your item.{e292115-1283119x}
However, we have already changed the shipping country to one supported by eBay SpeedPAK Standard. Currently, there are no new orders, and our performance evaluation results can't be improved.
At present, we can contact you through the eBay Community only, could you please conduct a manual review of our account or forward our information to the relevant department for review?
pcparthub5
OP4 months agomailto:issac@ebay
Thank you very much for your attention and suggestion. Here I will introduce more details about what happened and hope to get your help.
On March 11th, our account was restricted due to eBay's direct shipping requirements, so I contacted eBay customer service through eBay.com.hk > Help & Contact. I was informed that regardless of the seller's country/region, sellers without an eBay account manager or business development manager would only be able to use the SpeedPAK service solution.
After receiving this reply, we changed shipping method of all listings to eBay SpeedPAK Standard on March 18th and excluded countries that are not supported by SppedPAK.
However, eBay didn't provide Appeal Entrance for that, so we could not appeal, and therefore our Seller Center performance targets remained unmet. Starting from April 2nd, all our products were delisted, eBay customer service also stopped responding to my case.
Because I am a Chinese individual seller without an account manager, so I tried to contact eBay customer service via "Call Me" in Help & Contact, however, the call could not be connected. I also tried to open a new case, but there is no response. Attempts to add new products and relist existing products have failed too, but get the messages:
It appears you’re listing an item that can’t be shipped to the selected country under our Direct shipping service standard program. Please check the Cross-Border Trade (CBT) Seller Dashboard for shipping route restrictions before relisting your item.{e292115-1283119x}
However, we have already changed the shipping country to one supported by eBay SpeedPAK Standard. Currently, there are no new orders, and our performance evaluation results can't be improved.
At present, we can contact you through the eBay Community only, could you please conduct a manual review of our account or forward our information to the relevant department for review?
issac@ebay
Hello pcparthub5
Greetings from team eBay!
Thank you for reaching out and for sharing the details of your situation.
We understand your concerns regarding your account status, listing visibility, and recent performance impact.
However, please be advised that due to data privacy and account protection policies, we are unable to access, review, or provide guidance on specific account-level issues or restriction details within this community space. Protecting account information remains a top priority, and such matters must be handled through secure, official support channels.
Additionally, the Seller Dashboard community is not equipped to review or intervene in
account-specific restrictions or enforcement actions, and we will not be able to assist further on these matters here.
While we understand your request for escalation or a manual review, this community channel does not have the ability to facilitate or initiate those processes. For issues related to account status, restrictions, or appeals, you will need to contact your respective transaction site directly.
We strongly recommend reaching out via eBay.com.hk > Help & Contact, where your case can be properly reviewed and escalated if necessary.
Our support team is best positioned to investigate your account, provide updates, and guide you through the appropriate next steps.
Regards, eBay Team
pcparthub5
OP5 months agoThank you very much for your attention and suggestion. Here I will introduce more details about what happened and hope to get your help.
On March 11th, our account was restricted due to eBay's direct shipping requirements, so I contacted eBay customer service through eBay.com.hk > Help & Contact. I was informed that regardless of the seller's country/region, sellers without an eBay account manager or business development manager would only be able to use the SpeedPAK service solution.
After receiving this reply, we changed shipping method of all listings to eBay SpeedPAK Standard on March 18th and excluded countries that are not supported by SppedPAK.
However, eBay didn't provide Appeal Entrance for that, so we could not appeal, and therefore our Seller Center performance targets remained unmet. Starting from April 2nd, all our products were delisted, eBay customer service also stopped responding to my case.
Because I am a Chinese individual seller without an account manager, so I tried to contact eBay customer service via "Call Me" in Help & Contact, however, the call could not be connected. I also tried to open a new case, but there is no response. Attempts to add new products and relist existing products have failed too, but get the messages:
It appears you’re listing an item that can’t be shipped to the selected country under our Direct shipping service standard program. Please check the Cross-Border Trade (CBT) Seller Dashboard for shipping route restrictions before relisting your item.{e292115-1283119x}
However, we have already changed the shipping country to one supported by eBay SpeedPAK Standard. Currently, there are no new orders, and our performance evaluation results can't be improved.
At present, we can contact you through the eBay Community only, could you please conduct a manual review of our account or forward our information to the relevant department for review?
pcparthub5
OP5 months agomailto:issac@ebay
Any update on this case? This is urgent for my business. thanks!
issac@ebay
Hello pcparthub5
Greetings from team eBay!
Thank you for reaching out and for sharing the details of your situation.
We understand your concerns regarding your account status, listing visibility, and recent performance impact.
However, please be advised that due to data privacy and account protection policies, we are unable to access, review, or provide guidance on specific account-level issues or restriction details within this community space. Protecting account information remains a top priority, and such matters must be handled through secure, official support channels.
Additionally, the Seller Dashboard community is not equipped to review or intervene in account-specific restrictions or enforcement actions, and we will not be able to assist further on these matters here.
While we understand your request for escalation or a manual review, this community channel does not have the ability to facilitate or initiate those processes. For issues related to account status, restrictions, or appeals, you will need to contact your respective transaction site directly.
We strongly recommend reaching out via eBay.com.hk > Help & Contact, where your case can be properly reviewed and escalated if necessary.
Regards, eBay Team