Turns out she opened too many cases and they "suspended" her account, which is an eBay euphemism for being banned for life. That means that her account that she'd been using since 2000 was dead and gone forever, and she was no longer welcome on the site.
I agree with other posters. The eBay of old is effectively dead. You are better off buying things from Amazon or Ali Express 99% of the time. The days of great deals on items are pretty much gone. You can still find some rare and unusual stuff that is worth buying, but the dominance of eBay now means that most things are very close to market rate unless (or even if!) they are counterfeit or some other scam. More like a dollar store than an online auction house.