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Crochetbuds case study
BRAND OVERVIEW
Crochetbuds is an e-commerce brand specializing in customized drinkware. The client legally purchases authentic Stanley Cups directly from the manufacturer and modifies them by applying unique, in-house-created designs via laser engraving. These premium customized products are then resold to consumers on platforms like eBay.
By modifying authentic items legally purchased through legitimate supply chains, the client operates under the protection of the First Sale Doctrine. The client maintains strict documentation, including original manufacturer invoices and direct order confirmations, to verify the authenticity and legitimate origin of all inventory.
ehp consulting group services
- Listing Reinstatement
- Policy Violation Appeal Management
- Account Health Reinstatement
Challenges
- eBay automated AI bots incorrectly flagged and removed 20 custom laser-engraved Stanley Cup listings under the Counterfeit Item policy.
- Initial appeals submitted through standard channels were repeatedly rejected without manual review.
- Frontline customer support agents lacked the authority to override the automated counterfeit flags or reinstate the listings.
- The client faced potential account health degradation and revenue loss due to the wrongful removal of compliant, legally acquired inventory.
goals
- Successfully appeal the wrongful counterfeit violations and reinstate all 20 affected eBay listings.
- Prove product authenticity and establish the legal right to resell under the First Sale Doctrine.
- Clear all related policy violations from the client's eBay account health dashboard.
- Bypass frontline support to ensure a manual review by eBay's Trust and Safety or specialized appeals team.
EHP SOLUTIONS (STRATEGY & EXECUTION)
- Conducted a comprehensive audit of all removed listings to identify specific removal reasons and verify eligibility for appeal.
- Compiled an indisputable evidence packet containing original supplier invoices, American Express proof of payment, and direct order confirmations from the Stanley manufacturer website.
- Drafted a precise escalation script invoking the First Sale Doctrine (17 U.S.C. 109), establishing the client's absolute legal right to resell physically modified, authentic goods.
- Contacted eBay Customer Service via phone and live chat, demanding immediate escalation to a manager or the specialized internal review team, bypassing frontline agents.
- Uploaded the comprehensive documentation packet directly to the eBay appeals portal and emailed copies to the dedicated specialized team representatives.
- Maintained aggressive, daily follow-ups via phone and email, demanding a manual review of the provided invoices and legal documentation.
results
- eBay completed a manual internal review and confirmed the products met all mandatory standards without violation.
- Successfully reinstated listing #127335258232, along with the 19 other removed listings.
- All related counterfeit policy violations were completely cleared from the client account.
- eBay issued an apology for the erroneous automated removal.
- All 20 listings were restored to active status with full front-facing functionality, instantly recovering lost revenue streams.
Before & After Comparison
Before:
After:
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