Moderation
Review and monitor all buyer-seller messages in your marketplace. Keep your community safe and resolve disputes.
Overview
The Moderation panel gives you visibility into all conversations happening on your marketplace. Use it to:
- Monitor conversations: View all buyer-seller messages
- Resolve disputes: Understand both sides of a disagreement
- Ensure compliance: Check for policy violations
- Build trust: Maintain a safe marketplace environment
How to Access
Go to Store Settings → Moderation to view all marketplace conversations.
Viewing Conversations
The moderation panel shows all conversations with key information at a glance:
Handmade Pottery Bowl
2 hours ago"Thanks for your order! I'll ship it tomorrow..."
Vintage Camera Lens
1 day ago"Is this lens compatible with Canon cameras?"
Information Displayed
- Listing: The product or service being discussed
- Participants: Buyer and seller names
- Last message: Preview of the most recent message
- Timestamp: When the last message was sent
- Listing image: Visual reference for the item
Search & Filter
Quickly find specific conversations using the search function:
Search across:
- Buyer names
- Seller names
- Listing titles
- Message content
Reading Messages
Click on any conversation to view the complete message history:
Handmade Pottery Bowl
John D. ↔ Sarah M.
John D. (Buyer)
Hi! Is this bowl microwave safe?
Yesterday at 3:42 PM
Sarah M. (Seller)
Yes, it's completely microwave and dishwasher safe!
Yesterday at 4:15 PM
John D. (Buyer)
Perfect, I'll place an order now!
Yesterday at 4:20 PM
Moderation Best Practices
Regular Monitoring
Check the moderation panel regularly to stay on top of conversations and catch issues early.
Watch for Red Flags
Look for signs of scams, harassment, or policy violations like requests to transact off-platform.
Respect Privacy
Only review messages when necessary for dispute resolution or policy enforcement. Document your reasons for reviewing conversations.
Respond Promptly
When disputes arise, review the conversation history quickly to understand the situation and help resolve it before it escalates.
What to Watch For
Common Policy Violations
- Off-platform transactions: Requests to pay outside the marketplace
- Sharing personal info: Phone numbers, emails, or addresses before purchase
- Harassment: Abusive language or threatening behavior
- Spam: Promotional messages or phishing attempts
- Prohibited items: Discussions about selling banned products
Taking Action
When you identify issues, you can take several actions:
- Warn the user: Send a message about the policy violation
- Suspend listings: Remove problematic listings temporarily
- Suspend seller: Disable a seller's account if needed
- Contact both parties: Mediate disputes directly
Pro Tip
Document all moderation actions you take. Keep records of policy violations and your responses in case of disputes or chargebacks.