Handling Member Reports

Handling member reports effectively is crucial for a customer support team because it directly impacts the company's reputation, customer satisfaction, and overall operational success. 

For Reports of Excessive Rudeness, inappropriate messages or threats to a member- 

1. Agent Reads Report Description

• The agent will review the initial details provided in the report to understand the nature of the issue.

2. Is There a Conversation?

• The agent will evaluate whether the report includes a conversation between members as evidence.

• Outcomes:

  • Yes: If a conversation exists, the agent proceeds to read through it.

  • No: If no conversation is provided, the agent will request more proof to validate the report.

3. Violation Identified?

• The agent assesses whether the conversation contains evidence of a violation.

• Outcomes:

  •  If a violation is identified, the agent moves to verify the problem.

  • If no violation is evident, the agent checks for other details, such as exchanged contact information.

4. Contact Information Exchanged?

• Outcomes:

  • If contact information was exchanged, the agent will request more proof to validate the report.

  • If no contact information was exchanged and no violation is evident, the case is marked as Reviewed, no action needed.

For Reports of Nudity, inappropriate profile content, or inappropriate photos- 

1. Agent Reads Report Description

• The agent will review the initial details provided in the report to understand the nature of the issue.

2. Review Reported User's Profile Content

• The agent will examine the content of the reported user's profile, including text and photos, to identify potential violations of the platform's guidelines or terms of service.

3. Violation Identified?

• The agent will assess whether any content on the reported user's profile violates the platform's guidelines or terms of service.

• Outcomes:

  • If a violation is identified, the agent will verify the problem and deny the offending content.

  • If no violation is found, the report is marked as reviewed, no action required.

• For Reports of Using the site for Commercial Activity, SS4$, Scammer/ Phishing Attempt, Using Escort Terminology, Potentially Seeking underage, user deceased or missing, Picture not of the person, or suspected underage-

1. Agent Reads Report Description

• The agent will review the initial details provided in the report to understand the nature of the issue.

2. Did the customer provide evidence?

• Yes: The agent will review the evidence.

• No: The agent will shift focus to reviewing the reported conversation.

2.1. Violation Identified in Evidence?

• Outcomes:

  •  If a violation is identified, the agent moves to verify the problem.

  • If no violation is evident, the agent checks for other details.

3. Is There a Conversation?

• The agent will evaluate if the report includes a conversation between users.

• Outcomes:

  • Yes: The agent will review the conversation.

  • No: The agent will shift focus to reviewing the reported user's profile content.

3.1. Violation Identified in Conversation?

• Outcomes:

  •  If a violation is identified, the agent moves to verify the problem.

  • If no violation is evident, the agent checks for other details, such as exchanged contact information.

3.2. Contact Info Exchanged?

• Outcomes:

  • If contact information was exchanged, the agent will request more proof to validate the report.

  • If no contact information was exchanged and no violation is evident, the case is marked as Reviewed, no action needed.

4. No Conversation- Review Profile Content

• If the report does not include a conversation, the agent will review the reported user's profile for any related violations

4.1. Violation Identified in Profile?

• Outcomes:

  • If a violation is identified, the agent will verify the problem (determine whether a SWS or a FD is the appropriate action) and deny the offending content.

  • If no violation is found, the report is marked as reviewed, Request more proof.

For Reports of Physical Assault or Theft-

1. Agent Reads Report Description

• The agent will review the initial details provided in the report to understand the nature of the issue.

2. Did the customer provide evidence?

• Yes: The agent will review the evidence.

• No: The agent will request more proof.

2.1. Violation Identified in Evidence?

To verify cases of theft or physical assault, we require one of the following pieces of evidence:

• Admission of guilt 

• A police report

Additionally, action may be taken if the reported user accumulates 2 reports of physical assault or 3 reports of theft.

• Outcomes:

  •  If a violation is identified, the agent moves to verify the problem.

  • If no violation is evident, the agent will request more proof.

For Reports of Other Suspected Criminal Activity-

1. Agent Reads Report Description

• The agent will review the initial details provided in the report to understand the nature of the issue.

2. Did the customer provide evidence?

• Yes: The agent will review the evidence.

• No: The agent will shift focus to reviewing the reported conversation.

2.1. Violation Identified in Evidence?

• Outcomes:

  •  If a violation is identified, the agent moves to verify the problem.

  • If no violation is evident, the agent checks for other details.

3. Is There a Conversation?

• The agent will evaluate if the report includes a conversation between users.

• Outcomes:

  • Yes: The agent will review the conversation.

  • No: The agent will shift focus to reviewing the reported user's profile content.

3.1. Violation Identified in Conversation?

• Outcomes:

  •  If a violation is identified, the agent moves to verify the problem.

  • If no violation is evident, the agent checks for other details, such as exchanged contact information.

3.2. Contact Info Exchanged?

• Outcomes:

  • If contact information was exchanged, the agent will request more proof to validate the report.

  • If no contact information was exchanged and no violation is evident, the case is marked as Reviewed, no action needed.

4. No Conversation- 

• If no violation is found, the report is marked as reviewed, Request more proof.