Feedback can help suchen.expert better understand the conflict resolution process from the users’ perspective. The general suchen.expert contact form is available for comments, criticism and suggestions for improvement.
How to provide general feedback
Submit your feedback through the contact form. Describe as specifically as possible which area, help article or step in the conflict resolution process you are referring to. State whether you want to report an unclear explanation, a usability issue, a technical error or an opportunity for improvement.
If possible, also explain what you expected, what actually happened and what change could, in your view, make the process clearer or easier.
Information that helps us assess your feedback
Helpful information includes the title or link of the page concerned, the relevant step in the process and, for a technical problem, the approximate date, the device used and the browser. If the feedback relates to a specific case, you can provide the advert ID or other available case information.
Provide only information that is necessary for the feedback. Do not send complete private message histories, copies of identity documents, payment data or personal data relating to uninvolved people if these are not needed to assess the matter. Never share passwords, PINs, TANs, confirmation codes or other login details.
Distinguish between feedback, a problem report and a review request
General feedback may concern, for example, the clarity of help texts, how the reporting channels work, or suggestions for developing functions and processes further. You can use the contact form for this.
If a particular advert may be unlawful, misleading or abusive, use the designated ‘Report a problem’ function. Guidance on the procedure is available in the article How can I report a problem with an advert?
If your own content, adverts or account have been restricted, suspended or removed by a moderation decision, you can request a further review of that decision through the contact form. Identify the decision concerned and explain why you believe it should be reviewed.
Such a request must be distinguished from general product feedback and from reporting another user’s advert. Details about reviews of moderation decisions are available in the General Terms of Service.
How feedback can contribute to improvements
Several pieces of feedback about similar difficulties can help identify recurring areas of confusion, technical problems or unnecessarily complicated process steps. Feedback may, for example, be considered when revising help articles, evaluating internal processes or planning changes to functions.
Considering different pieces of feedback together may be more informative than a single message. However, this does not mean that every submission will be evaluated individually, published or turned into a specific change.
What applies to voluntary product ideas
Product-related ideas, suggestions and proposals for improvement that are submitted voluntarily may be reviewed and considered when developing the platform further in accordance with the General Terms of Service. However, submitting them does not create any entitlement to implementation or remuneration unless expressly agreed otherwise.
Support enquiries, data protection enquiries, security reports, legal notices and other clearly confidential messages are not treated as freely usable product feedback. Such communications are subject to the applicable statutory and contractual requirements.
Why a suggestion may not be implemented
A suggestion may not be implemented for reasons including technical limitations, legal or data protection requirements, security risks, conflicting needs of other users or different priorities. A change may also already be planned, may be implemented in another form or may not fit the platform’s intended range of functions.
Customer Service endeavours to review enquiries within a reasonable period. However, this does not amount to an assurance that every item of general feedback will receive an individual response or that every suggestion will be adopted. Nor can an acknowledgement of receipt or an individual report on later product decisions be guaranteed for every item of feedback.
How you will learn about changes
Current guidance and explanations are provided in the suchen.expert help section. Changes to the legal framework can be found in the current General Terms of Service and Privacy Policy.
Depending on the nature and significance of a change, suchen.expert may also use system messages, notifications in the user account or other designated information channels. However, not every change results in a personal notification to everyone who previously provided feedback on a similar topic.
Data protection when submitting feedback
The information provided through the contact form is processed to handle and respond to the enquiry and, where necessary, for follow-up questions. The specific legal basis depends on the purpose of the enquiry and may, in particular, be the performance of the user relationship or a legitimate interest in appropriate and efficient communication.
Personal data is processed only on the applicable legal bases and stored in accordance with the respective purposes and retention obligations. Further information about processing purposes, recipients, storage periods and your data protection rights is available in the Privacy Policy.
In urgent cases, do not wait for a response to your feedback
The feedback contact form is not an emergency channel. In the event of immediate danger, threats of violence or other acute safety risks, contact the police or the appropriate emergency service immediately.
If you suspect fraud or have already initiated a problematic payment, you should also contact your bank or payment service provider promptly and, where appropriate, file a criminal complaint. You can report the matter to suchen.expert at the same time, but this does not replace necessary immediate action or contacting the competent authorities.
