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Suspended By eBay for opening a case for non delivery of an item.


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Before I explain the story I was a business seller on eBay and have been a member for 6 years, I have 645 positive feedback and take my business very seriously. I sold compostable bin liners for the collection of food waste on eBay. Following the below incident I am now banned from eBay's platform with no appeal. 

On the 16th December I ordered a Playstation from eBay for my son for Christmas at a price of £299.00 which next day delivery via DPD. The parcel was due to delivered on the 18th December but was not delivered due to a road closure in my area. I spoke with the driver and the informed me he would deliver on Monday. On the Saturday I received a text to say the item would be delivered today. During the one hour time slot I saw DPD arrive to my building and went to see the driver who had two parcels and I asked if one was my me and he said no. I thought this was very strange. At 18.00 I received notification that the parcel has been delivered which i thought was strange. Having checked the tracking it was shown as delivered and signed for my HALFORD and a photo of two parcels but my parcel was only one box which was strange. 

I spoke to DPD on the Sunday and they could not tell me where the parcel was delivered too. HALFORD was HALFORD's which is a DPD drop off point apparently but there are no local HALFORD's to me which is strange. 

As per the eBay system I opened a case of an item not delivered and this is where the fun and games start. Ebay were not helpful which i thought was strange and said that if DPD have delivered then i have received the parcel and I was to contact DPD for proof of non delivery. As eBay is an American company they operate on an American way of doing things, DPD do not offer a proof of non delivery but eBay could not understand this. The seller who is a large seller on eBay with 50,000 plus feedback were not that helpful. My case was open and I thought was being investigated. 

On the 1st January 1 I received around 70 emails to say all my listings had been cancelled and a message to say I have breached eBay's buyer policy. I spent the next 5 hours trying to speak to eBay about this but strangely they will not tell you why I have been suspended. After persistence I got through to a manager who said this was an error and reinstated my account. 

With the account being suspended eBay will no longer investigate the open case for my £299.00

On the 8th January I noticed I could not send messages so contacted eBay and was told my account was suspended and should not have been reinstated on the 1st January. Over a call of two hours the same conversation played out, we have suspended your account but can not tell you why but it is to do suspicious buying history, i.e the Playstation, my other buying history for 2020 was for boxes and parcel tape to package up my sold goods. 

So eBay are accusing me of fraud and dishonest behaviour which can not be further from the truth, I have excellent feedback for both selling and buying and eBay allows me to list over £100,000 each month. 

This has caused massive upset as effectually eBay have closed my business overnight with no appeal process. I take allegations of fraud very seriously as my eBay account was taken very seriously as i t was used to promote my brand. 

Regarding the missing Playstation the buyer has said it was an error from DPD but eBay are ignoring this evidence. I have had to raise the caser to PayPal but PayPay have said they will speak to eBay for evidence but eBay will say they has removed me from their platform so i will not get the £299.00 back so the seller protection is FLAWED.

The money is not the issue here, the issue is that eBay have policies that are flawed and not suitable for the UK. 

In 2020 I had sold over 700 items which accounted for around £10,000f income and to which on the 4th January I have $10,000 of stock arrive from China to expand my range on eBay and now I can not sell. 

EBay are not looking at the evidence over this transaction and have taken a decision that has a wider impact as a good seller account is like gold dust and as I am sure you know you can not set up another account as they closed them down.

What started as an honest purchase using PayPal for added protection has turned in to a living nightmare, 2 nights of no sleep, lost customers who were loyal to my brand, feedback gone that was very positive about my products and much more. I am sure this has happened to other people but it should not be allowed to continue to happen. 

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I would start by sending eBay and SAR and also want to PayPal.

It doesn't cost anything so you have nothing to lose. See what the statutory requests produce

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