Account suspension

Last updated 2026-08-01.

What gets an account limited, what happens to orders and money when it does, and how to appeal. Written down because being suspended with no explanation is the worst experience a marketplace can give someone.

The levels

What leads where

Usually a warning first

• Occasional late dispatch, or a cancellation rate drifting up.
• Listing hygiene problems — keyword stuffing, wrong printing codes.
• Slow message responses.
• A heated exchange that crossed a line once.

Straight to a pause or suspension

• A pattern of not dispatching, or of cancelling after payment.
• Repeated condition disputes pointing at systematically generous grading.
• Asking a buyer to transact off-platform.
• Review manipulation, or a second account.
• A dispute rate well outside what the rest of the marketplace runs at.

Straight to closure

• Counterfeit or altered cards.
• Fraud, or stolen goods.
• References that turn out to be someone else's accounts.
• Threats, sustained harassment, or hate speech.
• Attacking the service, or accessing other people's data.
• Evading a previous closure with a new account.

What happens to orders in flight

This is the part people most need answered, so it is unambiguous:

• Orders you already owe still have to be fulfilled. Suspension is not a release from them. Buyers who did nothing wrong are not collateral.
• You keep enough access to see those orders, print packing slips, add tracking and message those buyers.
• Funds already held are not forfeited. They are released normally when those orders are delivered. We do not keep a suspended seller's money — we do not hold it in the first place, and it is not ours to keep.
• Orders you cannot or will not fulfil are refunded to the buyer, and the cards go back to your inventory.
• Where an account is closed for fraud, orders are refunded to buyers immediately rather than waiting.

Buyers can be suspended too

This is less common but it happens:

• Repeated non-delivery claims on parcels tracking shows delivered.
• Using disputes or negative reviews to extract free cards.
• Harassing sellers.
• Payment fraud or a pattern of chargebacks.

Sellers here carry the cost of buyer fraud personally. We take it seriously for exactly that reason.

Appealing

Reply to the email telling you about the action, or contact us with your account email and, if you have it, the order or listing involved.

Useful in an appeal:

• What you think happened, plainly.
• Anything we could not see — a carrier's record, a screenshot of a conversation elsewhere, a receipt.
• What you will do differently, if the problem was real.

We aim to respond within five business days. A different person reviews an appeal than made the original decision wherever we have the staff for it. We do overturn decisions; automated signals get it wrong sometimes, and "several accounts from one IP address" describes a family as readily as a fraud ring.

What we keep

Order records, the audit trail of the decision, and dispute history are retained after closure, for our legal and accounting obligations and to recognise a closed account trying to return. See the privacy policy for retention periods and your rights over your data.

Closing your own account

You can close your account at any time. If you sell, fulfil or refund every outstanding order first — we will not close a store with orders in flight. Contact us and we will confirm what is outstanding.

Contact

Burnett Tech Solutions LLC
trading as Burnett Deck Tech
orders@burnetttechsolutions.com