Docs

Moderation

Review and monitor all buyer-seller messages in your marketplace. Keep your community safe and resolve disputes.

Quick answer

The Moderation panel shows every buyer-seller conversation for dispute resolution and policy enforcement (read-only - you can't message from here). You can also turn on a prohibited-word filter: add your own words (e.g. Venmo, PayPal, Cash App, Zelle) and any message containing them is flagged here and the sender is reminded to keep the sale on the marketplace. Messages are never blocked.

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
John D. ↔ Sarah M.

"Thanks for your order! I'll ship it tomorrow..."

Vintage Camera Lens

1 day ago
Mike T. ↔ Camera Shop

"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

Flagging Prohibited Words

You can have the marketplace automatically flag messages that contain words you choose, such as payment apps (Venmo, PayPal, Cash App, Zelle) or phrases used to push a sale off-platform. This helps you catch off-platform payment attempts without reading every conversation.

How to Enable

Go to Store Settings → Listing Form → Buyer & Messaging Settings and turn on Flag prohibited words, then add the words you want to flag (one per line, or comma-separated). Matching is case-insensitive.

The filter only flags the words you add - there is no built-in list, so nothing is flagged until you fill in your own words. A few good starting words: venmo, paypal, cash app, zelle.

Listing Form → Buyer & Messaging Settings

Flag prohibited words

Flag messages containing these words and remind the sender to stay on the marketplace

Prohibited words (one per line, or comma-separated)

venmo, paypal, cash app, zelle

What Happens When a Message Matches

  • The message still sends. Flagging never blocks a message - it is a soft signal, not a hard filter.
  • The sender sees a reminder to keep payments and communication on the marketplace.
  • You see it here. The conversation gets a Flagged badge in this panel, and the matching message shows which words were caught.

What the sender sees

Can you just pay me on venmo instead?

Please keep payments and communication on the marketplace. Arranging payment elsewhere is against the rules and may lead to your account being suspended.

What you see in Moderation

Show flagged only (3)
Vintage Camera Lens 1 flagged

"Can you just pay me on venmo instead?"

Matched: venmo

Use the Show flagged only filter to jump straight to conversations that need a look. Flagging deters most casual attempts, but it cannot catch deliberately disguised words (for example v-e-n-m-o), so keep an eye on flagged threads and suspend repeat offenders.

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.
TeamPayments & Stripe
Moderation | Prometora Docs