Meta
Announcements
·
January 13, 2022

Ensuring a Safe and Trusted Shopping Experience for Our Community


From purchasing from a brand's Facebook or Instagram shop to exchanging goods in local communities on Marketplace, Meta's technologies make commerce simple and scalable.

We know that at the foundation of these transactions is trust. Here's how we work to provide the safe shopping platforms that millions of people around the world expect.

We protect people with robust commerce policies and enforcement.

We're committed to delivering trustworthy shopping experiences for people, communities and businesses through our policies, safety measures and technology.

Businesses seeking access to Facebook and Instagram Shops must meet our Commerce Eligibility Requirements. Whether selling on Shops, Marketplace, or any of our other commerce experiences, products must be compliant with our Commerce Policies, and other applicable policies, before being listed.

Enforcing our Commerce Policies at the scale at which we operate is essential work, but it is not without challenges. Our automated technology and trained global teams are constantly learning and improving as we gather new information and feedback.

Enforcement of our policies may include removing listings, rejecting product tags and revoking access to our shopping solutions, among other actions. If people using Marketplace or businesses using our shopping technologies believe they received an enforcement action in error, they can request a review.

We also collect and assess shopper feedback, provided through customer surveys, product and business ratings and reviews, as well as interactions between people and businesses, to help improve the shopping experience on our apps and technologies. This system both helps us identify sellers that should be considered for removal based on poor shopper feedback, and also gives buyers confidence to make purchasing decisions.

Our payment offerings also include Facebook Pay, which is protected with anti-fraud technology that monitors our systems to detect unauthorized activity and provides notifications to alert when unusual activity is detected. For added security, we offer an option for people to create a PIN or use the fingerprint or face ID on their device when sending money or making a payment, and payment card and bank account details are encrypted using advanced data storage.

We take proactive measures against scams and unsafe products.

Beyond our policies, we take several proactive measures to protect businesses and ensure a safe shopping experience for customers.

Preventing Scams

We take the threat of scams seriously and rely heavily on our regularly trained enforcement and review teams, as well as specialized detection tools, to identify compromised accounts and other fraudulent activity.

When we find scam activity, we take appropriate action, which can include disabling the seller's commerce accounts, removing listings and canceling existing orders. Buyers who purchased eligible items through our onsite checkout process can submit purchase protection claims through Facebook or Instagram, and can report any suspicious behavior on their accounts.

To avoid becoming a victim of a scam, we encourage people to use tools we provide to help keep their account secure and protect their privacy.

Preventing Counterfeits

To prevent counterfeits from surfacing on our platforms, we invested in automated systems to review and proactively block listings that may be selling counterfeits. We are constantly enhancing these measures and rely on our collaboration with rights holders to help us efficiently tackle these issues and protect their intellectual property (IP) rights.

We make our reporting process easier for rights holders by providing global 24/7 support and avenues for specialized reporting, including Brand Rights Protection, a tool that gives brands the power to easily identify and report content they believe infringes on their IP rights, like a product listing or Instagram post.

Prohibiting Stolen Goods

Our commerce policies prohibit the sale of stolen goods on our platforms. In addition to enforcing these policies, we also have designated, specialized teams that work with law enforcement to respond to legal requests from all over the world.

Law enforcement agencies who wish to obtain records can contact us through our Safety Center. We respond to valid legal requests, and may also share information with law enforcement and regulators in cases where it may prevent fraud or other types of illegal activity. To provide greater visibility into how we respond to these data requests, reports are published regularly to our Transparency Center.

If people see an item that they think was stolen, we recommend they report the listing to us on Facebook or Instagram, and contact local law enforcement to file a police report.

Guiding People to Shop Safely

We encourage people to read our tips for shopping safely, including creating a meetup plan for in-person buying and selling on Marketplace. We also provide the opportunity for people to report any suspicious listings or businesses by tapping the three dots in the top right corner of the shop or product.

Across our commerce technologies, the steps we take are significant to protect and improve the shopping experience for businesses and their customers. Our goal is to earn and keep the trust of all our sellers and buyers.


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