What happens when a rule is broken
In order, from a hidden photo to a closed account. Every step short of the last one is reversible, and a person decides all of them.
The ladder
It escalates, and it stops as soon as you fix it
Most cases end at step two, with a photo replaced or a description edited, and nothing on the account at all.
1. Something is flagged
ReversibleA photo that fails an automatic check stops showing to buyers straight away, and nothing is deleted. Flagged wording does not take the listing off sale. A buyer report can also start this, and so can a moderator noticing something.
2. You are told
ReversibleAn email names the category and the part of the listing involved, and says what to change. Fix the photo or the wording, save, and it is checked again immediately. If that is the end of it, nothing is recorded against your account.
3. A person reviews it
Decision pointA moderator looks at the actual listing, not just the thing that tripped. They either close it with no effect on you, or uphold it. Automatic checks never make this decision on their own.
4. If it is upheld
AppealableA photo is deleted from our servers and cannot be recovered. A listing may be removed from the marketplace: it leaves search, its page stops loading for buyers on the website and the app, and you keep it in your dashboard so you can appeal or edit it. Each upheld case is a strike.
5. If it keeps happening
AppealableStrikes accumulate on the account, not on the listing. Enough of them and selling privileges are restricted or the account is suspended. Deliberate breaches — stolen goods, counterfeits, sexual services — can skip every step above and close an account on the first offence.
Buyer reports
What happens when somebody reports your listing
Reports are weighted. A brand-new account cannot knock a competitor offline on a whim.
From an established account
An account older than 3 days with no history of abusive reports takes the listing off sale immediately, pending review. Scams do their damage in hours, so the precaution comes first and the judgement second.
From a new account or a guest
Nothing happens immediately. The listing only comes down after 3 days, and only if moderation has not already ruled. A throwaway account cannot take a rival offline.
Either way the report stays open until a person decides it. Hiding a listing is a precaution, not a verdict, and you are told which it is. Reporters are never named to you.
Appeals
Every decision can be challenged
We would rather hear that we got it wrong than have you quietly rebuild your listings somewhere else.
Reply to the email
The fastest route for a hidden photo or flagged wording. It reaches the same team.
The resolution centre
Your seller dashboard shows every listing that has been actioned, where it stands, and an appeal form for each one.
Auction strikes
A strike for not paying for something you won has its own appeal, linked from the notification you receive.
Know where you stand
Strikes are the part sellers ask about most, so we have written down exactly what each one costs.