EBAY just gives me a generic response
Hi,
sorry if this is covered, but everytime I email eBay I can ONLY get their stock response, does anybody know how I can get this even close to someone who can make a decision? I've attached the last message I sent to eBay, which illicited the same stock response (we can confirm the accounts share the same info) - of course they do - I live at the same address as my wife, with the same phone number and same ISP!!
Message below:
Reference: "edit"
eBay Trust and Safety
Dear eBay Trust and Safety,
I write regarding the recent suspension of the above account “edit” as you say it is linked to another account – “edit”.
I am sending this fax on the advice of an eBay “stars” customer service employee; I have tried to email a couple of times, as has my wife, but we just get the same automated response, directing us to eBay policies and procedures, when we could really do with a more personal and specific response to help resolve this issue. Although we weren’t allowed to be given a telephone number, we were advised a written fax to Trust & Safety may illicit a more personal response.
*note: the fax no. given was not ebay, but that of a plumber in holloway*
Background:
Last year, whilst my wife was on maternity leave from her full-time position, and I was on long-term sickness leave with depression following the death of my father, my wife, edit, (eBay user IDs: edit) started a small home-run business, edit, manufacturing and distributing bags and accessories for pushchairs. This was done via eBay account edit, in my wife’s name, with PayPal payments going to my wife’s PayPal account.
Earlier this year, we lost broadband access for a time, my wife was not able to keep on top of orders and despatch, and I was starting to recover from my depression, so decided to help her out and reply to customers and try and get a grasp of how the business worked.
I decided to take on the business as a full-time concern, registering as self-employed with the tax office, cancelling nursery days, as my young son would be able to stay at home with me while I worked.
Unfortunately, due to the delay in despatch from my wife’s account she had started to receive neutral and negative feedback on her account “edit”.
As I was starting to take over the business, the same day I registered as self-employed (11th March 2008), I opened an eBay account “edit” in my own name to start from scratch with fewer products for sale and a focus on good customer service, with a view to becoming a power seller in 3 months. As I wanted to be selling straight away, and PayPal takes time to verify accounts, I accepted payments via PayPal, to go to my wife’s PayPal account, although the money would be transferred to my own bank account.
This was my own eBay account, run in my own name, with £1400 of trade in the first 30 days, 100% positive feedback and a feedback score of about 55.
In the meantime, my wife’s account became suspended temporarily due to seller non-performance – the delay in despatching goods. She was given 30 days to rectify the situation, which I believe she did to the best of her ability – All outstanding orders were sent out and received, refunds were issued where appropriate, and she wrote to customers who had left negative feedback asking to mutually withdraw it to bring the account back to good standing.
Only 2 customers responded, but they were unsure how to mutually withdraw, so followed up their negative feedback with positive comments. The other customers did not respond, and some even left a negative after receiving the product due to the wait.
As my wife was unable therefore to resolve the situation to eBay’s satisfaction, her account “edit” was suspended indefinitely with no view to reinstatement. Within a few hours, my wife’s other accounts (edit) were also suspended, as they were linked to her account edit.
However, within the same period, my account edit was suspended for the same reason.
I wish to appeal this suspension on the grounds that these accounts are not linked. Although I am selling hugbags products, I am manufacturing, selling and despatching them in my own right, I am running this business now, as my wife clearly found it too much in conjunction with her full-time occupation.
As I have taken this on full-time, it is my only source of income, and eBay was my main source of sales. I cannot see how the accounts are linked – they will be registered at the same address and accessed from the same computer because the business is run from my home – I do not believe eBay policy prohibits households from holding accounts, just users. My wife accepts she is suspended due to seller non-performance, but due to either sharing an address or having my payments go to her PayPal account, my account seems to have been inextricably linked,,, meaning that I am now suspended for 12 months and unable to use either my 100% positive feedback seller account edit, or my 100% positive feedback personal account “edit”. I am appealing this based on me and my wife not being the same person, but her punishment is being extended to me. I cannot access my sales records and am having to wait for customers to email me to explain the situation.
To summarise, my wife, edit is suspended from using eBay for 12 months and has accounts edit.
Due to my wife’s suspension and through no fault of my own, or complaint against my accounts, I, too have been suspended from using eBay on my accounts, both accounts in good standing with good feedback. I think this is unfair, and I am unable to understand why my account has been shut, when it is only linked by virtue of the fact I live at the same address and took payments (maybe foolishly) into my wife’s PayPal account.
This action has effectively closed down my business and my income stream. I am willing to have payments go into my own PayPal account (one has since been set up), but unfortunately I cannot change my address from the same as my wife!
I would appreciate a personal response either via a telephone call or email to the above address as a matter of urgency, as I am losing money daily, and I only get standard responses from emailing.
I am willing to do whatever I can to assist in the reinstatement of my account, and the disassociation of that account edit from any accounts in my wife’s name.
Yours Faithfully,
edit
Last edited by mango; 04-28-2008 at 05:00 AM.
Reason: editing personal details
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