There are a lot of community questions about our process for high-value card incidents. In every case, we launch an investigation, determine the facts, and review the seller and buyer history to understand if there is a pattern of violations. If there is a breach of our trust and safety rules, we will warn, suspend or ban based on the severity of the case and violation history of the seller. Our user protection policy ensures that no matter what, regardless of purchase price, the buyer gets compensated the market value of any missing hit. While we do not comment on the outcome of specific cases due to user privacy, we can assure you that we take every case seriously and investigate thoroughly.
We continually evaluate and iterate our policies. Going forward,
▪️ we will hold sellers accountable for all fulfillment issues related to their channel, 𝗶𝗻𝗰𝗹𝘂𝗱𝗶𝗻𝗴 𝘁𝗵𝗼𝘀𝗲 𝗮𝗿𝗶𝘀𝗶𝗻𝗴 𝗳𝗿𝗼𝗺 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀
▪️ we may temporarily shut off live access while a seller is under investigation (this will apply for 𝗮𝗹𝗹 𝗿𝗲𝗹𝗮𝘁𝗲𝗱 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝘀, not just the account under review)
In an effort to provide more transparency into Trust & Safety processes and upcoming product releases, we’ll be publishing a series of articles starting next week. We look forward to continued feedback from the community.