Account standing: warnings and strikes

When a marketplace order goes wrong because of something on the seller's side, an entry is added to your account standing. An entry is either a warning or a strike. A warning is recorded but carries no penalty. A strike carries a penalty that depends on how many strikes you received recently.

Every strike lowers your seller score by 200 points for 30 days. Your seller score decides how high your listings appear in search and whether you keep your seller rank. While the score is lowered, your listings appear lower in search. If it falls below the level your rank needs, you drop to the lower rank until the strike expires and lose the benefits of the rank you held, including its fee rate on new listings. A strike also cancels your active listing promotions, and you cannot promote listings until it expires.

Most entries are added by our team after reviewing the order and its chat. An AI assistant also reviews disputes you did not answer in time and disputes closed with a refund to the buyer. When you missed a dispute reply and the case is clear, it can add the entry itself, unless the next step would pause your selling, hold your payouts or open an account review. In every other case it only prepares a draft that our team approves or rejects. You can appeal any entry, however it was added. The reasons are:

• Wrong login data: the login details you delivered did not work for the buyer.
• Late delivery: the order was not delivered within the delivery time you promised.
• No response to the buyer: the buyer did not get a reply from you in time, for example after the buyer opened a dispute.
• Not as described: what the buyer received did not match your listing.
• Account recovered after the sale: an account you sold was taken back after the sale.
• Contact or payment outside EB24: you asked a buyer to talk or pay outside EB24.
• Marketplace rule violation: a marketplace rule was broken.
• Other: our team found a different problem with one of your orders. The ticket explains what it was.

Your first entry in 90 days is a warning and puts you on step 1. After that, each strike you receive within 90 days moves you one step up:

1. Krok 1: To ostrzeżenie. Twój wynik sprzedawcy, ranga i ogłoszenia pozostają bez zmian.
2. Krok 2: Strike i pauza rangi na 7 dni.
3. Krok 3: Strike i pauza w sprzedaży na 7 dni.
4. Krok 4: Strike, pauza w sprzedaży na 30 dni i wypłaty wstrzymane na 14 dni.
5. Krok 5 i każdy kolejny strike: Strike i przegląd konta.

Our team can record a warning instead of a strike at any step when a case calls for it. Such a warning stays on your record and does not move you up a step.

• Rank pause: while your rank is paused, your listings show as Regular Seller. They leave the Top Seller filter and the rows that feature Top Sellers on game pages, lose the rank's boost in search, new sales carry the 7-day Basic Warranty instead of the 14-day Extended Warranty, and the gallery limit drops to the Regular Seller limit. A rank pause on its own does not change your fee rate. A drop in rank caused by the lower seller score does, as described above.
• Selling pause: your listings are hidden from the marketplace and search, and buyers cannot place new orders with you. Orders that were already paid stay active, and you deliver them as usual. Your listings come back on their own when the pause ends.
• Payout hold: your payouts wait until the hold ends. The money stays in your wallet and nothing is deducted. See Withdrawals for how a hold affects scheduled and requested payouts.

A strike's seller score penalty and the block on promotions end 30 days after the strike was issued. Your Account standing page shows how long each rank pause, selling pause or payout hold lasts. Each strike counts toward the next step for 90 days after it was issued, and each warning stays on your record for the same time. After that an entry stays in your history but no longer counts. An entry our team removes stops counting straight away.

Open Account standing in the Seller Area of your dashboard. It lists every warning and strike with its reason, the order it is about, what it changed and when it stops counting. It also shows the restrictions active right now, how many strikes and warnings you have in the last 90 days and what the next strike would bring.

We tell you about each entry by email and in a support ticket that explains what happened and what it changes. If you think the entry is a mistake, reply in that ticket with the order details and any proof, such as screenshots or chat messages. Our team takes another look. If there is no ticket, use Contact support on the Account standing page.

If our team removes the entry, it no longer counts, the seller score it cost you comes back, and the restrictions it caused are lifted, unless another entry still requires them. You see the outcome in the same ticket.