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Safety and disputes

Trust And Safety

Piantera has listing reports, support requests, admin support review, moderation notes, order disputes in the payment flow, and support-based appeals.

Effective
2026-07-12
Last updated
2026-07-12
Version
0.3.0
Review status
Legal review required
Legal overviewContact support

Plain-language overview

Explains safety tools, listing reports, support, disputes, moderation decisions, and appeals.

This overview helps explain the document, but it does not replace the full policy text.

Reporting Paths

Signed-in users can report a listing from the listing page. Anyone can use support for order issues, seller concerns, listing issues, account issues, plant-passport or prohibited-plant concerns, payment/shipping issues, illegal-content notices, moderation appeals, intellectual-property concerns, impersonation, harassment, fraud, or broader safety matters.

Illegal Or Policy-Violating Content Notices

  • The support form can collect the content location, explanation, order or listing reference, notifier name, notifier email, message, timestamp, status, and admin note.
  • Listing reports collect listing, reporter, reason, optional message, timestamp, status, and admin note.
  • Reporter personal data is stored for admin review and is not exposed to the reported user by default.
  • A fuller DSA-specific notice form with good-faith confirmation and disclosure-risk fields remains a documented improvement.

Moderation Decisions And Appeals

  • Moderation actions can include listing rejection, hiding, removal, seller suspension, account suspension, support status changes, and payment-release blocking during disputes.
  • Statements of reasons should explain the action, scope, facts, policy or legal basis, automation if any, duration where known, and appeal route where appropriate.
  • Current appeals route: contact support with the listing, order, account, or message reference and the reason you disagree.
  • The DSA micro/small-enterprise assessment and any formal Article 20 complaint-system obligations require business inputs.

Order Disputes

Order disputes can freeze seller payout release before funds become available. Admin or provider resolution can release seller payment or support full or partial refund handling. Users should preserve evidence and avoid abusive, fraudulent, or repeatedly unfounded reports.

Official Sources