eSeller Solutions Blog

No Contact Details to be Given on eBay

eBay is a minefield of rules and regulations. Without a doubt they are tougher on sellers than on buyers, so you want to make sure you comply. Recently we have seen and heard that many accounts are being restricted due to listing contact details or exchanging contact information with your buyers. Let’s find out a bit more.

Contact Details Are Being Discouraged

Obviously, when you make a sale, you are provided with an address for which to ship the product that has been purchased however sometimes conversations take place within the messaging system and a buyer or seller may ask for direct contact information. This might sound like nothing at all; sometimes it would be easier to drop each other a quick call or pop an email over however it does violate eBay policy.

From the autumn eBay is also going to insist that sellers do not show contact details within their listings either and if they form part of your templates, they will need to be removed.  Buyers will now be forced to only use the contact now button to ask a question of any sellers and retailers must take care to protect themselves as they are the ones who will suffer if the rules are broken.

What Happens if You Violate the Rules?

If you do pass contact information to your buyers via eBay messaging you could find yourself a subject to a suspension without warning. eBay is immediately suspicious that you are trying to buy or sell outside of their system and of course this is something they would not allow.

Monitoring how and why people are sending contact details either phone numbers, and email addresses by messaging are not something eBay have the time to do. Text detecting software is used to pick up phone number patterns or email patterns, and potentially you will find yourself the result of a suspension.

Last week we reported on what to do if your account was closed down for violation of rules so before you panic this is a suspension not closing your account. From what we have seen most people are being restricted for seven days only.  After this time, your account will be removed from the ban, and you will resume your full listing exposure.  Your listings will remain safe at that point but if items end during the seven days, you will need to relist.

This is all very inconvenient, so the best thing you can do is accept the rules. Once buyers are used to the fact that they’re not going to be able to get things sent via email or telephone call things should settle down. We have seen some sellers complaining that a customer wanted an invoice for tax purposes and whether this is something that eBay will build into the system or not as yet remains unknown. However, creativity could play a part here as you can attach images to your eBay messages you could take a picture of an invoice and send it that way.

We have seen various reports that arguing over the suspension can also mean that while your account may be reinstated sooner, your listings may have randomly disappeared so, it is best to think before you provide contact details to a buyer.

If you are unsure as to how to change your eBay templates or remove your contact details from your listings to comply with the new regulations coming into force in the autumn of 2017, then please do not hesitate to contact us as we can help and advise you on the best way to do this

If you are unsure as to how to change your eBay template or remove your contact details of your listings in order to comply with the new regulations coming into force on October 27 roughly then please do not hesitate to contact us as we can help and advise you on the best way to do this

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