If you wish to complain about a message, first use the ‘Report’ function directly in the conversation concerned. This reports the message directly in the context of the conversation history. If you need further assistance or wish to provide additional information, you can also contact support.
When is a complaint appropriate?
A complaint is appropriate if a message breaches the General Terms of Service or appears suspicious to you. This may include the following situations in particular:
- You receive spam or repeated unwanted messages.
- A person behaves aggressively or sends other inappropriate content.
- A message claims to have been sent on behalf of suchen.expert and contains a suspicious link or asks you to provide services, enter into barter transactions, accept rewards or quickly switch to another messenger.
Assess not only an individual sentence but also the context of the conversation. A brief, factual description helps explain why you are reporting the message.
How to submit a complaint in the conversation
Proceed directly through the messages section:
- Open the conversation in which you received the message in question.
- Click the three-dot icon in the top right-hand corner of the message window.
- Select ‘Report’.
- Describe the problem in the form displayed and submit the report.
In your description, focus on the specific behaviour or problematic content. Remain factual and avoid assumptions that are not supported by the conversation.
A concise guide to reporting the message directly is also available in the article How do I report an inappropriate or suspicious message on suchen.expert?
What information is helpful for a detailed complaint?
If you also explain the matter to support, keep the most important details clearly organised and ready. Depending on the case, these include:
- the visible name of the user concerned,
- the associated advert or the title of the offer, if the conversation is linked to an advert,
- the date and approximate time of the message concerned,
- a brief description of the content and the reason for your complaint,
- whether you have already reported the message using ‘Report’,
- relevant steps you have already taken following the message.
A screenshot can clarify the context if needed. Make sure you provide only the information required for the matter and obscure the identities of anyone not involved, as well as any unnecessary personal details.
Do not delete the message history prematurely
Do not delete the conversation concerned before you have submitted the complaint and secured the required details. The history shows the context in which a message was sent and may be helpful for your supplementary description.
You do not need to share problematic content publicly or forward it to other users. Retain only what is necessary for the report or an enquiry to support.
Be especially cautious about messages sent in the name of suchen.expert
suchen.expert does not send messages asking you to provide services, enter into barter transactions, accept rewards or continue communication in another messenger, and it does not send links to suspicious sites. If you receive such a message claiming to be from the platform, do not follow the request and report the conversation.
Do not open suspicious links or enter confidential login details. Guidance on why a quick switch to another messenger can be a warning sign is available in Why should I be wary if I am asked on suchen.expert to continue the conversation in another messenger?
When should I contact support?
If in doubt, contact support via the contact form. This is particularly helpful if you wish to explain the matter in more detail or have additional information about a complaint you have already submitted. Provide the details listed above so that support can assess your concern more easily.
Do not send your password, TANs, confirmation codes or full payment details in either the complaint or the contact form. This information is not required to describe a problematic message.
If you have already acted on a suspicious link or disclosed confidential information, state this factually in your enquiry. Change any affected password through the relevant service. If payment details are involved, also contact your bank or the payment service you used.
What happens after submission?
The submitted complaint will be reviewed on the basis of the available information. Any further steps will depend on the specific circumstances and the outcome of this review. Submission therefore does not guarantee any particular action or decision.
You may not receive a personal response about the outcome. The absence of a personal response is not a reason to submit the same complaint more than once. Submit additional details only if they are relevant to the assessment of the specific incident.
