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eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
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eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Feb 23, 2006 02:27 PM
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Topic: eBay Workshop: Enforcing Policy Violation Consequences & Mitigation
Host: eBay Staff
Date: Tuesday 03/07
Time: 16:00 to 17:00 PT
Location: Workshop Board
Description: The vast majority of sellers and PowerSellers on eBay are good people who comply with eBay’s policies in the overall interest of the marketplace. In global policy management, we have been working hard to better educate sellers who may unintentionally violate the rules and we have recently put new consequences in place that effectively penalize those few sellers who intentionally violate the rules.
In 2006, we have added some additional consequences for policy violations, because we know that only this can change the behavior of some of our repeat violators. These include:
Restricting repeat policy violators’ ability to sell for a period of time – Depending on how often a seller has violated our policies in a 90-day period, they may be required to complete a 15-minute tutorial or they could be restricted from listing new items for up to 3 days.
Retaining eBay fees when cancelling a repeat violator’s listings for List Practices violations – If a seller repeatedly violates policies in a 90-day period despite previously having taken a tutorial on those policies, we’re going to keep their listing and feature fees on subsequent listing cancellations for policy violations. We feel strongly that this is a level-playing field issue and that we need to create a financial penalty for these sellers who cannot be rehabilitated through education alone.
Our workshop will answer questions members might have about these new consequences for policy violation.
Cheers,
Deirdre
eBay Community Development
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(1 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:02 PM
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Welcome and thanks for joining us today! We love workshops to be interactive, so please feel free to ask your questions that directly relate to this topic. Added note: If you click on the "Watch this discussion" link, you will receive an email each time someone posts to the workshop. Stop Watching: If at any time you no longer want to receive updates on a thread you are watching, just click on the link titled "Stop Watching Thread" found in the specific thread being watched. Also you can remove any watched thread by clicking on the "Watched Discussions" link located in the log in bar and deleting the watched thread. If you're new to the discussion boards, please be sure to check out the board tutorial: http://forums.ebay.com/thread.jspa?threadID=200066500&tstart=0&ssPageName=CMDV:BD0003 Cheers, Deirdre eBay Community Development
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(2 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:03 PM
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i received a message yesterday that a listing had been pulled and another one stating that i was Suspended from Selling for one day. Nothing happened though. I was able to list normally all day. what is that all about?
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(3 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:03 PM
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I have a question. If a seller has several listing violations over the course of a few days, do the punishments stack up and get skipped? i.e.. do you jump straight to the one day listing suspension and skip the tutorial and warnings?
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(4 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:05 PM
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Many sellers are claiming that the first they hear about problems is when they get a one day suspension. Is this true? how long do violations stay on your record? Do you get "wiped clean" after xxx amount of time of good behavior?
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(5 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:05 PM
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hi.
we recently lost powerseller status because of 3 apparent listing violations.
problem is 2 violations are incorrect. 2 are for mature audience mislistings (movie is NOT porn - is rated R) & one is for mislisting on half.com
how can I get this resolved?
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(6 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:06 PM
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Deirdre,
I have on occasions had various items removed from my listings by alleged vero owners. However, while my listing was removed, I could still find about 300+ of the same items on ebay from other sellers, why were those items not removed as well?
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(7 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:06 PM
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I am an eBay 10 year member and I have constantly tried to relay information regarding misdeeds by sellers to the eBay staff but I have found many auctions and seller still running even after having been pointed to time and again. It gets a little bit frustrating. I got Matt Halpern to have a comments box added to the report a fraudulanet listing email page but now even that has disappeared. How is anyone supposed to get their point across to a member of the eBay staff if all you can do is show the item number. Maybe the staffer receiving the email would not even recognize the problem the same way I do after ten years.
John
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(8 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:07 PM
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Are top sellers treated differently than the rest of the selling community? do more auctions give you more chances to violate policy?
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(9 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:09 PM
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how can we find out how many violations we have had and what our current status is?
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(10 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:09 PM
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Many sellers are saying that the rules are too complicated or they are too busy to read the rules or the new announcements about policy. Is there a way to deliver this information to sellers to assure that they are made aware of policy (particularly new policies) to insure compliance with the rules?
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(11 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:10 PM
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Hi foot_notes,
In terms of your MA violations, it is difficult to say if they were ended correctly or not without seeing them. We can only go by what is in the listing to make a determination. Also keep in mind that items that are not pornographic but are marketed inappropriately could also be ended.
If you would like to send me an email with the item numbers at gmolnar@ebay.com I would be happy to look into it.
Thanks,
Grace
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(12 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:10 PM
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Hi get_shirtey: If eBay told you that your account couldn't list new items for a day, then your account should have been restricted. I'm not sure why that didn't happen - sounds like a bug that worked in your favor. Would you like us to look into it?  Seriously - we have "restrictions on new listings" - not suspensions - as a new consequence. We feel this is less intrusive than a suspension, which also keeps you from getting access to My eBay, sending emails, getting shipping information, etc. Thanks, Matt
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(13 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:11 PM
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Deirdre,
When a VeRO member reports an item that they have IP (intellectual property) rights in... we do take action based on their report. In the situation you describe, I can only think that the VeRO member didn't report the other items as infringing. Without knowing the items and listings involved, can't really say why... may have been something that was apparent to the IP-owner, but not to you.
If the VeRO member does report the other items... those items would be acted upon also.
Thanks!
Steve
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(14 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:12 PM
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I like the new policy of enforcment and agree that many more sellers will be more careful about listing violations. I just hope the system is fair and works equally for everyone.
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(15 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:13 PM
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Hi Deirdre,
Please Help! I am here writing in an effort to correct a problem with an item that was listed by me on Feb. 27 , 06 Item # 6039978801 >>Title: Vintage Toy Cast Iron cap Gun Gene Autry Western Cowboy Category: Toys and Hobbies/Vintage, antique toys/ cap guns/ cast iron.
>>I believe that this action by eBay was in error, and I have asked repeatedly to have the situation addressed.
>>eBay has not responded to any of my requests for an explanation as to why this listing violated eBay rules.
>>The eBay links I followed assured me that I would be contacted regarding the situation within 48 hours, but eBay has failed to do so.
>>I believe that this action was in error, and I would like my account history adjusted to reflect this fact, so I will not be penalized further in the future. I would also like to be able to sell the little cap gun.
>>>What can you do for me---Please help!
Bob. (mr.potatohead1)
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(16 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:14 PM
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Hi pebblebeach2005:
With our launch of these enhanced consequence guidelines - we are working to keep the playing field level. We will try hard to call our largest sellers - to help them understand how to comply with policies and avoid future violations as it's in everyone's interest to keep our sellers' doors open for business.
Also, if a seller has 1000 listings in violations on the same day - it still counts as only one offense. We try to de-duplicate violations if they're on the same day or within a day or two - unless it's a really serious violation (like fraud, counterfeiting or shill bidding).
Thanks,
Matt
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(17 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:15 PM
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Grace -
how about the half.com listing 'violation'?
should that have affected our ebay powerseller status?
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(18 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:16 PM
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Hi Pebblebeach2005:
Do punishments stack up and get skipped?
We do understand that it may take some sellers a couple of days to make changes to auctions, therefore when a seller has the same violation over a number of days, we will "count" the violations over a period of time as one offense.
Do you jump straight to the one day listing suspension and skip the tutorial and warnings?
Members who have a large number of violating listings that are impacting the site may find that their first consequence for these violations is a one day selling restriction *and* the requirement of a tutorial.
Please note that a selling restriction is very different from a suspension. A selling restriction merely restricts the member's ability to list new items. They may still sign into My eBay, email with other members, complete transactions they had in process, etc.
Most violations are viewed over a rolling period of time, so prior violations can roll off.
I hope this clarifies, pebblebeach2005!
Regards, Sarah
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(19 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:18 PM
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Hi get_shirtey:
Great question about how to know about how many violations you have.
We currently do not have a "Seller Trust & Safety Scorecard". We have received suggestions to build something like this and are looking into how we might do it.
Until we can build something - we would suggest checking My Messages for Trust & Safety emails and checking over a 90-day period - which is the violation window we use for most policies.
Even better advice is to focus on how to stay in compliance with any policy. If you are unsure of a specific policy - please don't hesitate to ask us and we'll get you an answer. Our goal is to have sellers know how to comply with our policies so no actions are taken on accounts. We also have 5 policy tutorials live on the site - these can be helpful too.
Thanks,
Matt
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(20 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:18 PM
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Hi movielegends,
Apologies... I mis-addressed my response to your question 
Response is in posting #13 above.
Steve
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(21 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:21 PM
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the frustating thing though is that the item getting pulled in the first place was an obvious error.
i will use it as an example: it was a D.A.R.E. to resist drugs t-shirt. there are currently hundreds of them for sale on E-BAY. this listing was pulled for being in violation of the Law Enforcement item restrictions. this is clearly not a Law Enforcement shirt and does not violate ANY of the terms stated in the policy. yet this item getting pulled led to me getting this phantom selling restriction.
will you agree with me that this listing should not have been pulled?
as i found out from LIVE HELP, we as sellers have pretty much no recourse when E-BAY suddenly decides to restrict or suspend our selling activities. all we can do is send e-mails to CS and by the time they get to it, the restriction period is over. this costs GOOD SELLERS money.
what can we do in this situation?
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(22 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:21 PM
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Hi mr.potatohead1,
In general we don't deal with specific account questions on line, but in this case it is really straight-forward.
In our Firearms, Weapons and Knives policy we state the following: ""Airsoft" and replica look-alike guns may only be sold domestically in the United States provided the replica and imitation items have clear markings permanently affixed to the items to the extent required by federal law (commonly a blaze orange plug inserted in the barrel), and must not be readily convertible to shoot a projectile."
Your listing did not have the blaze orange plug and therefore violated our policy. Even though it was a toy cap gun, the policy still applies.
I hope this helps clarify the confusion.
Thanks,
Grace
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(23 of 75)
eBay Workshop: Enforcing Policy Violation Consequences & Mitigation - Mar 7
Mar 7, 2006 04:22 PM
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johnjlevy_com,
First, I want to encourage you to continue reporting violations. Although we proactively search for violations, community reporting is a critical component to ensuring the site remains clean. If we do not have enough evidence we can’t take action.
Second, from the Security Center (link located at the bottom of every page) and select report another problem, and then select problems with other members, you can submit a report and include more than just the item number.
If you believe that a specific case is clear cut, and no action was taken, please forward it to me and I will have someone investigate.
If no action is taken, it means we could not find enough evidence to take action.
Thanks.
Brian
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