There is no uniform automatic escalation procedure on suchen.expert that follows the same stages in every conflict. The appropriate steps depend on whether the issue is a misunderstanding, a transaction problem, a possible breach of the rules or suspected unlawful content.
Try to resolve the matter directly if it is safe to do so
For ordinary misunderstandings or transaction problems, you should first contact the other person calmly via the messaging function. Describe the point in dispute, refer to the agreement made and propose a specific solution.
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 and contact channels instead. Further practical guidance can be found in the article ‘How can I resolve conflicts effectively, and what internal mechanisms are available to me for this purpose?’
Report problematic content or contact support
For a problematic advert, you can use the ‘Report a problem’ function. Open the advert, scroll to the bottom of the page and select ‘Report a problem’ below the area for composing a message. Then describe the circumstances and submit the report.
This reporting function is intended in particular for reporting content suspected of being unlawful or abusive in accordance with Article 16 of the Digital Services Act. Detailed instructions can be found in the article ‘How can I report a problem with an advert?’
For general conflicts, support requests or problems without an accessible advert, you can use the contact form.
Provide the relevant information
Describe the sequence of events in chronological order and, where possible, provide the advert ID, the usernames involved, important dates and deadlines and the attempts already made to resolve the matter. Attach only evidence required for the review, such as relevant messages, payment confirmations or dispatch information.
Do not submit passwords, confirmation codes or other login details. A complete collection of all messages and documents is not required if they are unrelated to the reported problem.
How support reviews a report
Support endeavours to process enquiries within a reasonable period and to find an appropriate solution within the scope of the platform’s functions and the applicable rules. Depending on the circumstances, additional information may be requested and content or accounts may be reviewed.
Where breaches are confirmed, suchen.expert may take action within the platform. This may include restricting or removing content and warning, restricting or suspending an account. The nature and extent of any action depend on the specific case and the applicable legal provisions and terms of use.
suchen.expert is not a party to transactions concluded between users. Support therefore does not decide private claims relating to payment, ownership, performance or damages, does not enforce such claims and cannot guarantee a refund.
Request a further review if necessary
If you are affected by a moderation decision and believe it to be incorrect, you can request a further review via the contact form. State which decision you are referring to, why you are contesting it and which relevant information should be taken into account.
The decision will be reviewed again. You will then be informed of the outcome in accordance with the applicable rules. A request for review does not guarantee that the original decision will be amended or overturned.
Voluntary mediation and external legal remedies
Mediation or another form of out-of-court dispute resolution may be considered only on a voluntary, case-by-case basis. There is no entitlement to have such mediation conducted or to participate in it. There is no automatic referral to an advice centre, conciliation body or authority.
Suchen Technology GmbH does not participate in dispute resolution proceedings before a consumer arbitration board under the Consumer Dispute Resolution Act. The former EU Online Dispute Resolution platform was discontinued on 20 July 2025.
Your statutory rights remain unaffected. If you wish to pursue private claims, you can independently contact a suitable advice centre, legal adviser or the competent court. The relevant provisions can be found in the General Terms of Service.
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 or a potentially unauthorised payment, you should also contact your bank or payment service provider promptly.
You can report the matter to suchen.expert at the same time, but in the event of acute danger or possible criminal offences, doing so does not replace contacting the relevant authorities.
