An entrepreneur contacted ecommerce.legal after his account on one of the largest marketplace platforms was unexpectedly blocked. The platform cited an alleged connection to another account, which allegedly violated security policies and the website's terms and conditions. The situation was particularly distressing because our client's account had previously functioned flawlessly, generating regular sales and positive reviews.

In practice, marketplace platforms employ exceptionally restrictive verification mechanisms. A simple overlap in data is often enough to recognize two accounts as linked—a shared IP address, the same registration details, or even a linked payment card. Collaboration with third parties—employees, subcontractors, or freelancers who simultaneously use their own accounts on the same platform—can also pose problems. In this case, algorithms automatically identified such elements, leading to the blocking of our client's active profile, which was compliant with the terms and conditions.

Our actions began with a detailed analysis of the circumstances surrounding the suspension and gathering full information from the client regarding the history of both accounts. We then developed a coherent and substantive argument proving that the account was unfairly suspended. We pointed out that while there may have been elements suggesting a connection in the past (for example, using the same device or sharing contact details), such a connection no longer existed. We also emphasized that the client's account had been operating in compliance with the rules and there were no grounds for further suspension.

As a next step, we prepared a professional communication addressed directly to the platform's support department . The letter was formal in nature, but also constructed in a way that clearly and convincingly demonstrated that the block was unjustified. We highlighted not only the lack of real grounds for maintaining the block but also the potential harm it could have caused to our client, who had acted in accordance with the platform's guidelines.

Our intervention yielded the desired result. After reviewing the matter, the platform accepted our arguments and unblocked the account . This allowed the client to immediately return to business, avoiding major financial losses and the loss of his long-established reputation among buyers.

This case demonstrates that account lockouts are often the result of automated security mechanisms that don't always consider the full context of the situation. In such situations, a quick response and professionally prepared arguments are crucial. A thorough understanding of platform procedures and the ability to present the case in a way that is understandable and persuasive to their support departments can effectively protect sellers' interests and minimize the negative consequences of unjustified lockouts and sales suspensions.