Conflicts often arise from differing expectations, incomplete arrangements or delayed communication. Proceed step by step and use the designated reporting channels if a problem cannot be resolved directly.
First, try to resolve the matter calmly and directly
If the situation is safe and the issue is a misunderstanding or an ordinary transaction problem, first contact the other person via the suchen.expert messaging function. Explain objectively which point differs from the agreement and propose a specific solution. If necessary, set a reasonable deadline for a response.
In the event of threats, suspected fraud or a situation in which you feel unsafe, you do not need to engage in any further direct confrontation. Use the reporting channels instead and contact the relevant authorities if necessary.
Preserve the relevant information
Keep the message history and all information relevant to the matter. This includes in particular the advert ID, agreed dates and deadlines, payment confirmations and relevant descriptions, images and arrangements. Also record when the problem arose and which attempts have already been made to resolve it.
Further guidance can be found in the article ‘How can I ensure that all important information and communications relating to transactions and interactions are correctly documented?’
Report a problematic advert
Open the advert concerned and scroll to the bottom of the page. Below the area for composing a message, you will find the ‘Report a problem’ function. Select it, describe the circumstances as specifically as possible and submit the report.
List the key events in chronological order and explain the suspected problem or possible breach of the rules. Detailed instructions can be found in the article ‘How can I report a problem with an advert?’
Contact support
If the problem cannot be linked to an accessible advert or you need additional support, use the contact form. Where possible, provide the advert ID, the username concerned, the relevant times and a brief, clear description of what has happened so far.
Do not submit passwords, confirmation codes or other login details. Such information is not required to review a conflict.
What support can review
Support can review reports in accordance with the applicable legal provisions and the General Terms of Service, request additional information and take action within the platform where breaches are confirmed. Depending on the circumstances, content may be restricted or removed, and accounts may be warned, restricted or suspended. A report does not automatically result in any particular action.
A review by support does not constitute binding mediation between the parties involved. suchen.expert cannot guarantee a refund, make a binding determination of or enforce private claims, or provide legal advice. In the event of payment disputes or legal claims, you may also need to contact your payment service provider, an advice centre or the relevant authorities.
Act immediately in the event of urgent risks
In the event of immediate danger, threats of violence or other acute safety risks, contact the local police or the relevant emergency service without delay.
If you suspect fraud, you should also contact your bank or payment service provider promptly and consider reporting the matter to the relevant authorities.
You can report the matter to suchen.expert at the same time, but in the event of urgent danger or possible criminal offences, doing so does not replace contacting the relevant authorities.
