??!! Activity on your account isn’t following policy: Seller protections abuse policy

[mrgazer]

So i have received this email from ebay from my legit ebay account. I am kind of shocked as I put in 200% of maintaining my account status, keeping customers happy, making sure all my listings comply to ebay rules to the best possible!!! Email content below if anyone is interested...

so basically they are saying i am falsely reporting buyers and misusing partial refund options, I dont know if it has anything to do with the fact that I have had more and more buyers abusing ebay return by returning used items, damaged, missing goods, and I have been reporting them accordingly and have used partial refunds on these occasions - that ebay is not liking?

Spoke to ebay customer service live chat who says i have nothing to worry as he is updating the notes on my account, and it was triggered because i reported a lot of buyers recently?! I wanted to know how should i trade safely in the future? What is the safest route from this point onwards? I dont want to lose my account, whilst at the same time don't wan't to lose out when customers abuse buyer protection. Any advice appreciated.



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Activity on your account didn't follow our Seller protections abuse policy.
What activity didn't follow the policy


More specific details are provided below.

What you need to do next
Activity on your account indicates that you are misusing seller protections. In order to follow this policy, you must:
- Only report buyers who falsely claim that an item was not as described
- Give full refunds on all returns unless the buyer used or damaged the item
- When giving a partial refund, only deduct the value that was lost due to use or damage caused by the buyer

What is the policy
You may not misuse seller protections. Such misuse includes:
- Giving partial refunds in situations other than when a buyer returns an item after they have used or damaged it
- When giving a partial refund, deducting amounts in excess of the value lost due to use or damage caused by the buyer
- Requesting a credit for return shipping where the buyer has submitted a legitimate claim that the item was not as described

How this affects your account
Because you may not have been aware of this policy, we're letting you know about it and ask that you follow this policy in the future.

If you continue to not follow this policy, you may lose your eligibility for seller protections. This means you would not be able to:
- Give partial refunds when items are returned used or damaged by the buyer
- Receive return postage credits when buyers falsely claim an item was not as described This determination was made using automation or artificial intelligence.

Why we have this policy
Seller protections help maintain a fair and safe marketplace for all our members. When sellers misuse these protections, this creates bad experiences for buyers and limits our ability to provide protections.

More information and help
Seller protections abuse policy


We appreciate your understanding.
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[murdered_by_ebay]

how exactly did you report the buyers?

[agent006140]

sounds like she needs to review her business model,if buyers file too many returns and complaints.

[bluefin02]

You need to be careful when issuing partial refunds. The issue is probably not reporting buyers, although if you keep reporting unnecessarily, you are wasting an agents time by making them review the buyer profile.

Only issue partial refunds when you absolutely have to, and document well in the case with pictures and reasons why. Obviously anyone can try and do a 50% partial refund on any return and it will eventually cause issues as ebay has to eat the cost.

[murdered_by_ebay]

I do not see any problem with partial refunds unless it is a large % compared to total number of transactions , in this case the bots likely assume the goods have a problem

[SaiJin]

Originally Posted by agent006140

sounds like she needs to review her business model,if buyers file too many returns and complaints.

It's not always the sellers fault you know....

Not to mention he said he did 200% effort in doing the right things and I believe him

[rsot]

Originally Posted by mrgazer

Spoke to ebay customer service live chat who says i have nothing to worry as he is updating the notes on my account, and it was triggered because i reported a lot of buyers recently?!

How many did they allege you reported or do you know you reported?

[Mr_Blue_Sky]

No harm done this time but it's a difficult one. Carry on and you'll eventually be suspended.

I get a few returns (way less than 0.5% of sales) where the goods have been damaged by the user but nearly always refund and put it down to experience. I value my account(s) more than the financial loss. Indeed I buy my stock at around a quarter of the price I sell it for so it I sell it for so a £20 sale return damaged and I'm only a fiver out of pocket.

My biggest bug-bear is those who abuse the change of mind 'buyer pays' returns where they say it was not as described. Even then I take most of them on the chin rather than reporting them because eBay rarely give me a postage credit anyway.

The wares you sell clearly give rise to this issue, accept it as an occupational hazard. You now know the consequences if you don't.

[agent006140]

Originally Posted by SaiJin

It's not always the sellers fault you know....

Not to mention he said he did 200% effort in doing the right things and I believe him

The key is to do the right thing before not after the transaction is completed.
what is she selling ?what condition ?How does she describe her items?
if she is selling items which attract bottom feeders,scumbags,fraudsters,then she should review her business model and switch to selling something else,thats what I mean to say.