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Permanent Limiting account without any notice over vague excuse
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Permanent Limiting account without any notice over vague excuse
Paypal suddenly essentially blocked *permanently* my account because I listed for sale an over the counter vitamin on ebay! Below is the communication and my reply which was dealt with a canned response (if even was read by anyone). I am a loyal customer, very respectful to the regulations since 2006. They could have warned me if something they think is not according to the rules (which even this is debatable as you can read in my reply). But permanent banning of a customer, essentially blocking him out of ebay too with no warning? This is good business practice? Does anyone have experience over this and can help? I am issuing complaints in any organization I can find and share this on facebook, twitter and all the relevant forums. I still can't believe paypal's practice of sudden death with no warning whatsoever and no previous problems of any sort.
My response, followed by paypal's emails
Dear Sir or Madame,
I in no way intended to violate the policy. This listing is for an OTC vitamin (folic acid) that ebay permits as it is mentioned in this link:
http://pages.ebay.com/help/policies/prescriptions.html
Prescription and over-the-counter drugs
Allowed
Allowed
Most over-the-counter (OTC) products, including:
Allergy medications that don't contain pseudoephedrine
Antacids (see the restriction on non-prescription strength OTC medications below)
Nicotine gums and patches
Pain relievers
Vitamins
This vitamin is otc in Greece. Moreover there are literally hundreds of listings of this vitamin on ebay accepting paypal. http://www.ebay.com/sch/i.html?_from=R40&_trksid=p2050601.m570.l1313.TR0.TRC0.H0.Xfolic+acid.TRS0&_nkw=folic+acid&_sacat=0
As a matter of cooperation and compliance in order to sort this matter out I ended the listing altogether awaiting for your reply.
I am a loyal, cooperative and (mostly) happy customer since 2006 and permanent banning of my account without any warning for listing an otc vitamin is incomprehensible to me.
In PayPal's Acceptable Use Policy https://www.paypal.com/gr/webapps/mpp/ua/acceptableuse-full it is referring to "prescription drugs" only and only for pre-approval. Nowhere in the user agreement is reads for
"prescription drugs that violate applicable laws or industry regulations
or for products that present a risk to consumer safety. PayPal considers
the marketing of a product and may restrict transactions for products
marketed to act like or function the same as a prescription drug. PayPal
also may restrict transactions for recalled drugs, unapproved drugs and
dietary supplements that have been banned by governmental agencies."
that you referred to and even if it did I would not consider this vitamin to be such by any stretch of the imagination.
Kindly get back to me asap in order to resolve this matter.
Yours Sincerely,
Georgios Marmarinos.
Paypal's initial email
Dear xxxxxxxx,
We have recently reviewed your PayPal account activity, and determined that
you are in violation of PayPal's Acceptable Use Policy regarding your sales
/ offers of Prescription Drugs such as http://www.ebay.com/sch/xxxx on ebay.com, user ID: xxxxx.
As a result, your account has been permanently limited and this cannot be
appealed.
Per the PayPal User Agreement, when we permanently limit an account due to
an Acceptable Use Policy violation, we may hold any available balance in
your PayPal account for up to 180 days. We will review your account at 30
days from the date of this email and determine if you have any outstanding
disputes or claims. If there is a balance remaining in your account at
this time, we will review your account every 30 days until either all your
money has been made available to you for withdrawal, or a period of 180
days from the date your account was limited is reached. Please log in to
your PayPal account and verify that your account information is accurate,
as PayPal cannot be held responsible for incorrect information provided by
the account holder.
Please remove all references to PayPal from your website/s and/or
auction/s. This includes not only removing PayPal as a payment option, but
also the PayPal logo and PayPal shopping cart.
The PayPal User Agreement states that PayPal reserves the right to limit
an account for any violation of the PayPal User Agreement, including the
Acceptable Use Policy.
Under the PayPal Acceptable Use Policy, PayPal may not be used for the sale
of prescription drugs that violate applicable laws or industry regulations
or for products that present a risk to consumer safety. PayPal considers
the marketing of a product and may restrict transactions for products
marketed to act like or function the same as a prescription drug. PayPal
also may restrict transactions for recalled drugs, unapproved drugs and
dietary supplements that have been banned by governmental agencies.
You can view the complete PayPal Acceptable Use Policy by clicking the
"Legal" link at the bottom of any PayPal page and clicking "PayPal
Acceptable Use Policy". You can also find some more information on the
PayPal Acceptable Use Policy on our Help Center.
We thank you in advance for your cooperation. If you have any questions,
please contact the PayPal Brand Risk Management Department at
euaup@paypal.co.uk.
Sincerely,
Mandy
PayPal, Brand Risk Management
Paypal's canned response to my appeal
Dear xxxxxxx,
Thank you for contacting PayPal with your concern regarding the limitation on your account.
We regret to inform you that we cannot overturn the limitation on your account. Due to the violation of PayPal's Acceptable Use Policy, your account has been permanently limited.
The PayPal User Agreement states that PayPal, at its sole discretion, reserves the right to limit an account for any violation of the User Agreement, including the Acceptable Use Policy.
Under the Acceptable Use Policy, PayPal may not be used for the sale of prescription drugs that violate applicable laws or industry regulations or for products that present a risk to consumer safety. PayPal considers the marketing of a product and may restrict transactions for products marketed to act like or function the same as a prescription drug. PayPal also may restrict transactions for recalled drugs, unapproved drugs and dietary supplements that have been banned by governmental agencies.
If you have any questions, please contact the PayPal Brand Risk Management Department at euaup@paypal.co.uk.
Sincerely,
Ruslan
PayPal, Brand Risk Management
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