Good documentation does not need to record every message meticulously or exhaustively. What matters is that the key agreements, changes and evidence are retained in a traceable form.
Use the messaging function on suchen.expert
Where possible, make important arrangements via the messaging function on suchen.expert. This keeps the details accessible to both parties in a shared message history. Arrangements made solely by telephone, in person or via an external messaging service are often harder to trace later.
Record the key details
Note down the advert ID, the link and the title of the advert, as well as the usernames of the people involved. Also record relevant dates, appointments and deadlines.
For items, document in particular their condition, any known defects and the agreed scope of delivery or handover. For services, it is helpful to clearly describe the agreed scope of services. Also record the price, any possible additional costs, the method and timing of payment, and the agreed handover, collection, delivery or performance. Any later changes should also be confirmed in the message history.
Confirm verbal agreements in the chat
After a telephone call or face-to-face meeting, briefly summarise the key outcomes in a message. State the points agreed and, for important arrangements, ask the other person to confirm them.
Such a summary helps identify differing recollections or misunderstandings early on. You do not need to reproduce the entire conversation; focus on the outcomes that are important for completing the transaction.
Keep original evidence
Keep the originals of invoices, receipts, payment confirmations, proof of dispatch and tracking numbers, where they are relevant to the specific interaction. Also retain messages or files confirming changes, payments, handovers or deliveries.
Screenshots may also be useful if information could be changed later or cannot be preserved in any other way. Do not edit or alter such evidence and, where possible, also retain the original file, message or confirmation.
Protect personal and confidential data
Keep documents secure and disclose only the information required to handle or review a specific problem. Never share passwords, confirmation codes or other access credentials.
Do not publish private messages, payment details, addresses or other personal data in adverts, reviews or publicly accessible areas. Even when submitting a support enquiry, do not send any documents that are not relevant to the review.
Prepare your support enquiry clearly
If there is a problem, prepare a brief timeline: what was agreed, when was it meant to happen, what actually happened and what attempts have already been made to resolve the issue? Include the advert ID and only the evidence directly related to the circumstances described.
For guidance on what to do next, see the article ‘How can I resolve conflicts effectively, and what internal mechanisms are available to me for this purpose?’ For a specific enquiry, you can use the contact form.
