UK Ebay Business Wrongly Suspended
Our Ebay selling account has just been suspended / banned with this message:
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'Your eBay account has been suspended
Hello wjmtech,
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.
Offers to buy or sell off eBay, including providing contact information within a member-to-member message or displaying contact information in a listing, aren’t allowed. '
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The problem is this is a complete misunderstanding. Our account was suspended on September 6th and I contacted Ebay to find out why. I was informed that it was suspended 'incorrectly' by Ebay and that it will be immediately re-instated. Which it was.
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Today it was suspended again, I assumed another mistake, I contacted Ebay and they have said it is no mistake and there will be no appeal. Its due to the fact that our Ebay 'Signature' (the bit below ebay messages) Has our Contact information in it. They said that is the reason why we were banned on September 6th, and that we were given a chance to sort it out and hadn't.
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Ebay gave us absolutely NO information that the intial ban was to do with this 'signature' below our Ebay messages. Of course if they had told me/given me any warning at all about this it would have*immediately*been removed. *We work tirelessly to ensure that we absolutely never exhange contact info as we know that its potentially disatrous and this happens all because of lack of communication from Ebay. *
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We genuinely had no idea that the signature below the Ebay message was the reason for the initial suspension and were only told that today when it appears its too late?*
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This seems insane, there are 4 of us working here full time jobs, our ebay turnover is £40,000 per month and the business has been shut down over this when if they told us at any time that we needed to change the signature we would have done so immediately.
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I have explained the above to the live chat customer service, but they just ignore it and give generic answers then close the chat? I even have transcript from the initial re-instatment conversation where the Ebay representitive clearly states 'this was suspended incorrectly I have now re-instated it for you' At no point was this 'siganture' mentioned ever, surely there must be a way to resolve this? We have been given no chance to fix this as we had no idea of the issue?
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We are a top rated seller of 5 years, 99.6% feedback with 0% defects and the whole company has just been shut down over this.
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Any advice would be much appreciated. We are absolutely devestated.
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