eBay Throttled Customer Views, Sales Decreased 50% After Selling Violations

[Zach]

I just got off the phone with eBay customer service and learned that the reason my sales had plummeted by roughly 50% since the end of June was not a coincidence. I’m a top-rated seller with 100% positive feedback and no defects on my account and have been selling for over a decade.

According to the rep I just spoke to, if you have multiple items removed for seller policy violations, eBay can limit (aka throttle) the number of customers who can view all of your items (and they apparently don’t warn you this is happening).

Towards the end of June, I had an ignition modification device made by Harley Davidson removed by eBay because it was considered an “emissions cheat device.” Before that, I also had a couple other items removed in the few months or so prior: a technology medical device that the box didn’t say required a prescription but apparently does and a high-end faucet where I used a stock photo from the manufacturer. I’m not sure how far they go back, but I’ve had at least one VERO claim in the last year (for selling an ancient brand new DOS copy of Mavis Beacon Teaches Typing). I have over 2000 items in my store and I sell a wide variety of mostly-vintage items, so sometimes these things happen.

Not long after the emissions device was removed, I tried to list a vintage computer developer kit and eBay wouldn’t let me list it because it was (incorrectly) flagged as an emissions cheat device. The error message indicated that because I had tried to sell a similar cheat device before, my account was under increased scrutiny in this area. I chatted with Facebook for Business at that time, but they refused to remove any flag on my account since they considered the removal valid. That error message was about the only warning from eBay I had that something was up with my account.

My sales started declining, down about 40% in July and 50% in August. I don’t typically subscribe to the thinking that eBay is intentionally trying to sabotage me, so I attributed the downturn to the summer slowdown. However, after looking at two months of this alarming sales trend, I finally decided to call eBay. Took me a couple hours on the phone, but I was shocked when a rep from the removals department verified that eBay was indeed throttling my listings.

The eBay rep said they will remove the restriction to my views by the end of today, and he apologized for any inconvenience and hopes I will continue to grow on the platform. As a human looking at the situation (not a b0t), he and the removals team saw that I’m actually one of the platform’s best sellers.

I’ve been losing sleep over this, so hopefully they follow through and remove the restrictions so I can get my sales back to normal (and right after I typed this, a $200 sale just went through).

[Sharyn]

Wow, I’m sorry that this happened to you. eBay is not always very good at informing sellers when they do something wrong much less providing all the rules that have to be followed.

I’ve found that one way to divert some issues is to use the collectables or vintage categories. For instance, your software listing should have gone in the vintage software category even if it was new and unopened. Within the past year, I had to learn to put bottles of older perfume in the collectables category because you can’t list something not completely full as a regular perfume.

Anyway, I hope it is cleared up now. Good luck with your September sales.

[Zach]

Secretly restricting someone’s sales is a pretty nasty trick. At least they could inform you so you could call and try to work it out with them, if possible. At the very least, it would allow people to seek other methods of earning income rather than thinking they are doing something wrong.

But yeah, trying to put things in more vintage categories is a good idea. I think I may avoid marking any vintage items that have a name brand as New condition. That seems to trigger eBay’s automated systems.

[Ryanne]

That is so crazy to hear! What was the number you called to talk to them? I’ve had a few Veros and restricted items get taken down in the last couple months, with just terrible sales numbers, so I’d love to see if something is up with our account as well.

[Zach]

I used the online Help & Contact system and got into the chat and then asked to have a representative call me. I think I was transferred to 5 different people before I made my way to the Item Restrictions department (I think that is the name of it). Unlike the other departments, they could see right away that my selling privileges were being restricted. After they looked up my pristine selling history, they removed the restrictions from my account without me even asking. Could be the same thing happening to you. It’s not like eBay gives you any way to find out otherwise.

[Ryanne]

Thanks!

[Jay]

Have your sales bounced back at all? Any evidence anything has changed?

[Zach]

So far so good. For Sept 1st to 5th, I’ve already hit 30% of my total from the prior month on 10 sales (vs only 46 transactions all of last month). It’s a bit early to draw any conclusions, but it feels closer to my normal sales levels.

[Lukastreasure]

Wow, that is a bad situation.  I wonder how long the restriction would have lasted had you not thought to call.  Especially egregious since if they are able to use a bot to identify it, they should be able to use a bot to restrict the listing from the get go, and alert you to the problem later if missed.  With the rise of AI it may be the face of the future…

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