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Messaging guidelines for buyers and sellers

The Shutterturf messaging feature provides buyers and sellers with an easy way to communicate. To ensure the best experience when interacting with each other, please follow the guidelines below. We reserve the right to suspend your access to Shutterturf in case of serious or repeated violations of the policies. 
 

Guidelines for sellers

Personal and confidential information

Make sure that you don’t provide or request sensitive information during a chat with customers. Sensitive information includes, but is not limited to:

  • Credit card numbers
  • Social Security, passport, or other government identification numbers
  • Login credentials, like passwords

Avoiding sensitive content during chats keeps your and your customers’ information safe. Lastly, using personal information in ways that the other party has not consented to is strictly not allowed.

Unacceptable responses

Slow or unreasonable response times to messages received from users represent a bad user experience for your customer. For example:
  • Failure to respond to the user
  • Waiting an unreasonable period of time to respond to the user

It is also unacceptable to send irrelevant or unwanted messages to users who have contacted you. For example:

  • Messaging about a product or service unrelated to the original request
  • Repeated messaging with no response
  • Excessively long messages or excessive use of emoticons and URLs
  • Misrepresentation and misleading claims
  • Do not impersonate an organization or individual. Do not make false statements about your identity or qualifications, such as falsely claiming to be an authorized representative of a company. 
  • Do not provide inaccurate promotion information that omits or obfuscates how the user will be billed or charged.

Response time requirement

To help build a better experience for your customers, you should reply to your messages within 24 hours of receiving them. This can promote trust and encourage engagement with your business and ours. Please be advised that we reserve the right to suspend your account if you do not respond timely to clients, and this happens multiple times. 

Guidelines for buyers and sellers

Inappropriate content

Conversations should be focused on the business and services offered, avoiding any inappropriate content, including:

  • Content that promotes or condones hatred or violence against individuals or groups based on race or ethnic origin, religion, disability, gender, age, nationality, veteran status, or sexual orientation/gender identity
  • Harassing, bullying, or threatening content towards individuals or groups
  • Graphic or violent materials for the sake of disgusting others
  • Sexually explicit or pornographic images or videos
  • Content that exploits or abuses children
  • Spam, Malware, and Phishing

Messaging is intended for quality conversations between buyers and sellers.

  • Do not spam, including sending unsolicited messages or unwanted promotional or commercial content.
  • Do not share content or engage in behaviors that harm or interfere with users’ devices, network operations, or other infrastructure.
  • Do not use this service for phishing scams.

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