User Management and Moderation

Overview

User management involves monitoring consumer accounts, handling reports, and maintaining a safe marketplace. Effective moderation protects both jewellers and consumers.

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User Dashboard

Accessing User Management

1. Navigate to Admin > Users
2. View all registered consumers
3. Filter and search as needed

User Management

User Information

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Searching Users

Search Options

Filter Options

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User Profile View

Viewing User Details

Click on any user to see:

User Profile

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Account Actions

Suspending a User

When to suspend:

• Policy violations
• Harassment reports
• Suspicious activity
• Spam behavior

Steps:

1. Go to user profile
2. Click Suspend Account
3. Select reason
4. Set duration (temp or permanent)
5. Confirm

Suspension Email: User receives notification with:

• Reason for suspension
• Duration
• Appeal process

Reactivating a User

1. Go to suspended user
2. Click Reactivate
3. Add note explaining decision
4. Confirm

Deleting a User

Deletion scenarios:

• User-requested deletion
• Legal requirement
• Severe policy violation

Steps:

1. Verify deletion request
2. Click Delete Account
3. Confirm data removal
4. Record reason

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Handling Reports

Report Types

Report Queue

1. Go to Admin > Reports
2. View unresolved reports
3. Sorted by severity and age

Reports Queue

Investigating Reports

For each report:

1. Review report details
2. Check reported content/behavior
3. View user history
4. Make decision
5. Document action

Report Outcomes

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Content Moderation

Monitoring User Content

Users can contribute:

• Reviews of jewellers
• Profile information
• Wishlist names
• Messages to jewellers

Review Moderation

For reported reviews:

1. Check review content
2. Compare to purchase/inquiry
3. Assess if genuine
4. Remove if violating guidelines

Message Moderation

If jeweller reports user messages:

1. Review message thread
2. Check for spam/harassment
3. Warn or suspend if needed

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Fraud Prevention

Red Flags

Actions for Fraud

1. Flag account for review
2. Investigate activity
3. Collect evidence
4. Take appropriate action
5. Document thoroughly

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User Communications

Sending Notifications

Reasons to contact users:

• Account warnings
• Policy updates
• Service notices
• Important announcements

Email Templates

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Best Practices

Do's ✅

• Respond to reports quickly
• Document all actions
• Be consistent in enforcement
• Give warnings before bans
• Allow appeals
• Protect user privacy

Don'ts ❌

• Don't ignore reports
• Don't act without investigation
• Don't share user data unnecessarily
• Don't delete without backup
• Don't be inconsistent
• Don't forget to notify users

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Privacy & Compliance

Data Access

Only access user data when:

• Investigating reports
• Supporting users
• Legal requirement
• Security concern

Data Protection

• Don't export user data unnecessarily
• Don't share externally
• Document all access
• Follow data retention policy

User Rights

Users can request:

• Account deletion
• Data export
• Information correction
• Activity logs

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Troubleshooting

User can't log in?

• Check account status
• Verify email is correct
• Review suspension status
• Check for password issues

Report not submitting?

• Check form validation
• Verify attachments
• Try different browser
• Submit via support

User disputing action?

• Review original decision
• Check evidence
• Consider appeal
• Document outcome

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Related Articles

• Platform Analytics
• Jeweller Management
• System Settings