A suspension of an account on an online craft platform refers to the partial or total restriction of a seller’s access to their selling features, decided by the platform itself. This measure can affect both new shops and established sellers, and its causes often go beyond mere violations of internal rules.
Digital Services Act and automatic suspension: what European regulations impose on platforms
Since the implementation of the Digital Services Act (DSA), online marketplaces that connect sellers and consumers in the European Union have a legal obligation to collect and verify certain information about each seller: full identity, contact details, VAT number if applicable.
If a seller already active on February 17, 2024, has not provided this data within a twelve-month period, the platform must suspend the provision of its services until compliance is achieved. In the case of information deemed inaccurate or outdated, correction must be requested without delay, and failure to respond results in a rapid suspension of access for European customers.
This means that a suspension is not always a disciplinary sanction. It can result from a regulatory obligation that the platform cannot waive, even for a seller with no negative history. Checking whether the received request concerns DSA compliance helps to understand how Maestro Business operates by Tomirvibum Ltd and to identify the exact nature of the encountered blockage.
Suspension related to intellectual property: reports and repeat infringement policy
Online craft platforms implement specific procedures when a trademark holder files a report against a seller. A single accepted report can lead to the removal of a product listing. Multiple successive reports trigger what some platforms call a repeat infringer policy, which leads to the permanent suspension of the shop.
The most common trap concerns sellers who use trademarked terms in their titles or tags without authorization, sometimes without even knowing that the term is protected. A craftsman who creates accessories compatible with a branded product and mentions that brand in their listing exposes themselves to a report, even if the product is entirely original.
Challenging an abusive report
All platforms compliant with the DSA must offer an internal complaint handling system. The seller can contest the decision by providing evidence: purchase invoices for materials, photos of the manufacturing process, documentation showing the absence of infringement.
- Gather evidence of the product’s originality (sketches, workshop photos, raw material invoices) before submitting the appeal
- Precisely identify the report in question in the notification received: reference number, date, reason cited by the complainant
- Respond within the timeframe set by the platform, as silence often implies tacit acceptance of the decision
- Consult legal advice if the report concerns a trademark, as counter-notification engages the seller’s liability
Identity verification and payment holds: two distinct blockages often confused
Sellers often confuse two situations that do not have the same origin or resolution. Identity verification is a procedure initiated by the platform to ensure that the account holder is indeed the declared person. It can occur at the opening of the shop, after a first sale, or randomly.
The payment hold, on the other hand, involves withholding a portion of the seller’s funds for a given period. This measure aims to cover potential refunds or disputes. It does not necessarily block access to the shop, but it restricts the available cash flow.
How to distinguish the two situations
An identity verification typically manifests as a request for documentation (ID, proof of address) accompanied by a deadline. As long as the document is not validated, certain features remain inaccessible. The payment hold, however, appears in the financial dashboard as a withheld amount with an estimated release date.
Providing a readable identity document that exactly matches the name registered on the account remains the most common cause of failure during verification. A discrepancy between the name on the ID and that of the account is enough to block the process.
Recourse after permanent suspension: concrete options for a professional craftsman
When the suspension is deemed permanent, the options narrow, but they do not disappear entirely. The DSA guarantees professional users the right to refer to a certified out-of-court dispute resolution body. This avenue remains underutilized by craftsmen, who often limit themselves to exchanges with customer support.
The first step is to analyze the suspension notification received by email. This notification must, in accordance with the DSA, mention the alleged facts, the rule violated, and the available avenues for recourse. If the notification lacks precision, this constitutes an argument in a challenge.
- Verify that the suspension notification contains the precise reason, reference to the relevant rule, and the modalities for recourse
- First use the platform’s internal complaint mechanism before any external steps
- If the internal recourse fails, refer to a certified out-of-court dispute resolution body in the seller’s country of residence
- Keep all evidence of the shop’s activity (sales history, exchanges with customers, received reviews) to support the case
Opening a new account after a suspension
The temptation to open a new account on the same platform is strong, but most online craft platforms explicitly prohibit it. Detection systems cross-check IP addresses, bank details, and identity information. A second detected account generally leads to immediate and permanent suspension, with no possibility of recourse.
Diversifying sales channels remains the most pragmatic response. A craftsman whose main shop is suspended should have their own website or presence on multiple platforms to avoid relying on a single source of income.
The suspension of an account on an online craft platform rarely results from an isolated arbitrary decision. Between the obligations of the DSA, intellectual property policies, and identity verifications, each type of blockage calls for a different response. Identifying the exact cause before acting helps avoid wasting time on an inappropriate procedure and, above all, compromising one’s chances of reinstatement.
