Message safety
Buyer and seller conversations should stay useful, item-linked, and easy to report without asking anyone to share private payment, address, or identity details in a thread.
Conversation Boundaries
- Threads stay connected to the listing, offer, order, pickup window, or report case that created them.
- Payment requests, private address requests, and pressure to finish outside the marketplace should show a warning and a report path.
- Buyers and sellers get plain next steps instead of long policy language inside the conversation.
Attachment Review
- Allowed proof includes item photos, serial-area closeups, certificates, packaging photos, pickup proof, and tracking evidence.
- Unsupported files, unrelated identity documents, private payment screenshots, and unsafe content should be blocked before they attach to a case.
- Image proof should keep the item context visible so staff can review the evidence without hunting through unrelated pages.
Report and Block Flow
- Every message thread needs report, block, and support actions close to the message that caused concern.
- Reports should ask for reason, message selection, item or order link, requested outcome, and any proof the user already has.
- Blocking should stop new contact while preserving records needed for open orders, reports, returns, and seller obligations.
Seller Response Quality
- Seller profiles should show response time, unresolved threads, late replies, open reports, and support-reviewed patterns.
- Good replies answer item condition, packing, handoff, offer, and proof questions without moving the buyer away from the marketplace.
- Repeated evasive replies should route to seller standards and risk review before more listings get promoted.
Privacy and Records
- Conversation exports should separate customer-visible messages from private staff notes and unrelated account details.
- Redaction rules should protect phone numbers, private addresses, payment details, and identity documents when a case is shared.
- Retention should keep records needed for completed orders, open reports, tax records, legal holds, and seller compliance.
Owner Approval
- Launch approval should cover warning copy, attachment rules, report categories, block behavior, appeal timing, and staff permissions.
- Support owners need response targets for harassment, off-platform pressure, payment requests, restricted item attempts, and shipment disputes.
- Trust owners should review how message risk affects seller visibility, account limits, and refund holds.
Seller Thread
Item-linked buyer and seller context, proof questions, offers, shipment cues, and safety prompts.
Listing Questions
Public item questions, proof requests, private-detail rules, moderation review, and support handoff.
Communications Center
Bid alerts, seller messages, support notices, templates, preferences, and delivery review.
Inbox & Alerts
Bid updates, offer replies, seller messages, pickup reminders, support notices, and account preferences.
Support Operations
Queue ownership, evidence handoff, response targets, refund authority, appeals, and customer contact.
Trust Center
Restricted items, reports, seller standards, review paths, and appeal rules.
Moderation Review
Message reports, restricted item handling, review eligibility, seller appeals, and staff decisions.
Seller Standards
Seller response quality, unsafe message patterns, report timelines, and appeal context.
Privacy & Data
Request logs, retention, redaction, staff access, processor review, and launch approval.
Localization Preferences
Original message retention, translated display text, support review, and policy versions.
Risk Review
Listing holds, account checks, bid review, report patterns, hub evidence, and operator decisions.
Data Export
Seller records, support evidence, privacy requests, audit history, scheduled reports, and owner approval.
Current demo state
Message safety is represented with guided screens.
The demo shows item-linked threads, report paths, privacy boundaries, attachment rules, support handoff, seller response quality, and owner review using static marketplace data.
Future platform state
Live messaging needs connected account controls.
Launch needs sign-in, attachment storage, delivery logs, warning rules, abuse review, block enforcement, export tools, staff permissions, and support ownership.