Vacation Mode
Category: 📲 Account Management | Section: Vacation Mode | Contact reason: Seller vacation mode
Summary — read this first
What this article covers: Seller wants to set up their account in vacation mode or has questions about it. Seller can contact us because their vacation mode is automatically activated. This can be due to a suspected fraudulent activity. 5 use cases: Turn on the vacation mode; Turn off their vacation mode; Modify the dates of their vacation mode; Seller claims they activated vacation mode but item was sold; Fraud flag on the account (suspected fraudulent activity).
Pick your use case:
- Turn on the vacation mode — Check if the seller has already turned on the vacation mode or not
- Turn off their vacation mode — Educate the seller and invite them to turn off their vacation mode autonomously
- Modify the dates of their vacation mode — Educate the seller and invite them to modify their vacation mode dates by themselves
- Seller claims they activated vacation mode but item was sold — Escalate to the Technical team with a child ticket and a JIRA ticket
- Fraud flag on the account (suspected fraudulent activity) — Continue in another article: 🚨 Fraud › Account closure › Why was my account deactivated?
| Escalation team(s) | Technical |
| Ticket status | On-hold → Solved |
| Key system paths | C360 > Basic info > Status | C360 > Item info > Basic info > Seller cancellation reason (if any) | C360 > Item info > Refund(s) |
| Macros | How to manage my vacation |
Search keywords: macro_id:360022737077
Context and first steps
Context: Seller wants to set up their account in vacation mode or has questions about it. Seller can contact us because their vacation mode is automatically activated. This can be due to a suspected fraudulent activity
First steps (all cases)
🎯 Process
- Set the contact reason to ‘Seller vacation mode’
- Go to C360 > Basic info > Status and check if there is any Fraud flag
1. Turn on the vacation mode
Applies when: No fraud flag.
🎯 Process: Please check if the seller has already turned on the vacation mode or not Go to C360 > Login ID > Basic info > User front office In the FO: Go to the profile > Selling > Vacation mode
Sub-cases
If the seller already turned it on
🎯 Process
- Please inform the seller their vacation mode is already activated and communicate the dates. Remind them they can still modify the dates or turn off the option autonomously
- Solve the ticket
↗ If seller claim they activated the vacation mode but item was sold
→ Same handling as 4. Seller claims they activated vacation mode but item was sold in this article.
If the seller has not turned it on yet
🎯 Process
- Educate the seller and invite them to turn on their vacation mode autonomously. You can send the macro: How to manage my vacation The member can choose the date range of their vacation mode:
- Solve the ticket
↗ If seller claim they activated the vacation mode but item was sold
→ Same handling as 4. Seller claims they activated vacation mode but item was sold in this article.
2. Turn off their vacation mode
Applies when: No fraud flag.
🎯 Process: Educate the seller and invite them to turn off their vacation mode autonomously
- On the App: Me > Vacation Mode > Slide back the radio button to the left to turn off the vacation mode
- On the Website: My Account > Vacation Mode > Cancel
- Solve the ticket
3. Modify the dates of their vacation mode
Applies when: No fraud flag.
🎯 Process: Educate the seller and invite them to modify their vacation mode dates by themselves.
- On the App: Me > Vacation Mode > Modify the dates in the calendar
- On the Website: My Account > Vacation Mode > Update
- Solve the ticket
4. Seller claims they activated vacation mode but item was sold
Applies when: No fraud flag.
🎯 Process
- Please escalate to the Technical team with a child ticket and a JIRA ticket. Please refer to this Ask the team to provide the time of vacation mode activation (and deactivation), to determine if the item was sold while vacation mode should have been active.
- Set ticket status to On-hold
- Compare the dates/hour of vacation mode with the date/hour of the sale to confirm if the item was sold during or outside the vacation mode period.
Sub-cases
Item has been sold during the vacation mode
🎯 Process
- Inform the seller that after further checks, the item was sold during the vacation mode due to a technical incident
- Check whether the order has been canceled or not Go to C360 > Item info > Basic info > Seller cancellation reason (if any) OR Go to C360 > Item info > Refund(s) to see if the buyer has been refunded
If the sale has already been cancelled
🎯 Process
- Inform the seller their sale has already been cancelled. Apologize for this inconvenience and invite them to create a new listing.
- Solve the ticket Buyer has automatically been refunded
↗ If the seller complains
→ Same handling as “If the seller complains” — see 4. Seller claims they activated vacation mode but item was sold.
If the sale is not cancelled yet
🎯 Process
- Relist the item under seller’s account Go to C360 > Item info > Basic info > Seller cancellation reason OR C360 > Item info > Relist > Relist to seller
- Inform the seller their item will be relisted under their account without any fee
- Please proceed with the buyer refund If not already done Go to C360 > Order > Refund(s) > Create a refund
- Create an outbound ticket to inform the buyer
- Solve the ticket
If the seller complains
🎯 Process
- Inform the seller their request will be transferred to a dedicated team
- Transfer to L3 team for them to decide whether to make a commercial gesture or not
- Submit the ticket status to Open
Item has been sold outside of the vacation mode
🎯 Process
- Inform the seller that after further checks we can confirm that vacation mode was not activated when the item was sold
- Solve the ticket
5. Fraud flag on the account (suspected fraudulent activity)
→ Continue in another article: 🚨 Fraud › Account closure › Why was my account deactivated?.