Expert: Marvinator - 1/5/2009

Question
QUESTION: Ebay have restricted my selling account and closed down my (800) ebay shop auctions citing "We restricted your account because it breached eBay's Seller Non-Performance policies by causing an unacceptable level of dissatisfaction amongst buyers" as the reason.
I have a 99.8% feedback with only 7 (questionable) neutrals/negatives out of 2094 feedbacks in the last 12 months, most of which are absolutely glowing. Nearly all my recent paypal disputes (less than 10 in the last 3 months) are closed and were generally found in my favour anyway.
I think they've made a mistake but are unwilling to admit to it and just keep sending me standard, machine generated, responses to my emails.  There's no phone contact number available to discuss it of course and my powerseller 'support' says it's not his department. They also emailed all my current customers and told them my account was cancelled and not to pay for their purchases. How can I proceed?

ANSWER: From what you tell me, I cannot imagine what is wrong, however there is another area of feedback which many sellers do not undersand. This is the 'Stars' which appear in the upper left of your feedback page.  There are 5 areas of information here, "Item as Described", "Communication", "Shipping Time", and "Shipping and Handling".  If any of these fall below acceptable standards then Ebay will use this as an excuse to end your account.  

Check the star levels and see where they stand.

---------- FOLLOW-UP ----------

QUESTION: Sorry, I should have given more detail.  My Shipping Time stars are the offender, 4.66 out of 5 is the ebay minimum and I'm at 4.44.  I have 2 Neutrals in the last month, both from a guy in Australia who expected international shipping in 7 days (in December!)  This is only 2 out of around 100 though.  If ebay's minimum is 4.66 and a 4 on feedback is "Quickly" what is going on - wouldn't you need more than 9 out of 10 giving "Very Quickly" to comply!?
Mark

Answer
The real problem with the Stars System (personal opinion follows) is that you cannot gear it to the standard.  Yes, a 4 is "Quickly" and if everyone you dealt with clicked on the 4, you'd still be lower than the standard of 4.44.  The system was designed to take into account the malcontents and the effusive gushers who click either too low or too high, but the effect is that it causes more problems than it has helped.  Again, personal opinion: it's the worst thing ebay has done other than taking "Negative Feedback" out of Seller's hands!   

The stars system was designed by  someone who does not work Ebay and it has caused more than a few to become inoperative because of "percieved" shipping or other seller problems.  And the real tragedy is that there is nothing you can do about it.  Complaints are not listed to, and suggestions are usually lost in someone's 'in' box somewhere.  

Being a Powerseller, you may be able to get someone to give your account a review through the Power Seller system, but it may take a lot of time and carefully worded polite requests.  The power seller 'representatives' can do nothing, but using them as your ally you may be able to get someone to rethink your particular situation.