Ebay Account Suspended - False Accusation
Hi all,
I have an eBay account for my business. It's in my real name, with real details. Had the account since 2013, have 1701 feedback score, average about £4,000 per month in sales.
We sell personalised printed products, so part of this is we need to receive photos, logos, etc, from ebay customers to enable us to fulfil orders.
A while ago we had a telling off from eBay because I'd offered someone a discount for buying outside of ebay. I was banned from messaging anyone via eBay for 7 days, and I vowed to never do something so stupid again.
Fast forward a couple of months, a customer contacts us wanting to order some items, and asks where to send the photos. Aware that you can't send an email address in an ebay message, I take a screenprint of our listing description and send it as an attachment via eBay message along with 'wondered whether you could send them to the email address in the listing description Ebay don't allow us to send an email address so I've attached a screenprint of our description showing which email address to send your pictures and text to.'
The customer then emailed us the photos and once we verified that they were ok, proceeded to place an order via eBay for 54 printed mugs.
That was a week ago, but tonight, ebay have suspended our account and stated the reason as 'We’ve reviewed your eBay account and determined that you’re still not following our offers to buy or sell outside of eBay policy. As a result, your account has been suspended. You won't be able to use eBay in any way. This includes using another existing account or registering a new account.' and quoted the message mentioned above.
I have tried to phone eBay but their automated system says our eBay account has been suspended indefinitely.
Now, my question is, in my opinion, eBay have automatically detected this message and viewed it as buying/selling outside of eBay which is clearly not the case, especially seeing as the customer then proceeded to place an order via eBay. So, do you think I have any chance of having the account reinstated?
What's the best way to approach this?
I could really use whatever advice you can offer as eBay is about 80% of my businesses monthly income.
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