Here, we outline how the reporting process works to help you respond correctly and manage your listings.

This way, we can offer the best shopping experience together without infringing intellectual property rights and, consequently, help you gain your buyers' trust.

1. The rights holder submits their report

We will notify you that your listing was paused and it will be shown as “Inactive due to a report” in the Listings menu. 

2. Submit your response 

Upon receiving a report from the rights holder or their representative, you will have only one chance to respond within fourcalendar days.

What should I do?

• Respond to the report proving that you aren’t infringing any rights. In certain cases, you may also edit the listing as required. 
• Check out our tips: when you respond to a report, we’ll provide more information about how to carry out the process.

Responding to the reports within the established timeframe and attaching the correct documentation is fundamental for expediting the process. As a result, you must always respond promptly.

Your response should include all relevant documentation verifying the content in your listing, the products you offer, and confirming that your practices are correct. It’s important to remember that this is the only opportunity to submit documentation,  so it’s crucial to do so clearly and comprehensively. 

If you wish to dispute the validity of the report and/or consider that it falls outside the scope of the Brand Protection Program, please follow our tips.

What documentation can I submit?

• If you hold the rights to the copyright you are using, send a copy of your current trademark registration certificate.
• If you have the required authorization, please send the document where the rights holder authorizes you to use their trademark. 
• You can also send photos of the product and the box alongside the original invoice.
• You can attach up to 10 files in PDF, JPG, PNG, or ZIP format, with each file not exceeding more than 5 MB. 

This documentation will be reviewed by the rights holder or legal representative who reported your listings. Submitting the documentation doesn’t ensure your listings will be reactivated and/or your listings won’t be reported again if it’s determined that your documentation is insufficient to prove you weren’t infringing their rights.

Please follow these recommendations to respond to the reports correctly. Please note that if you don’t respond within the specified timeframe, your listing will be cancelled. Learn what to expect from the process when you respond to the report.