1. How it usually happens
You publish an advert following the rules you know: clear description, real photos, correct price. Everything goes smoothly until a report comes in or the platform removes the content.
The message is often generic: "guideline violation". Which ones? At what point? Herein lies the problem. The rules are numerous, frequently updated, and sometimes interpreted automatically by systems that do not explain much.
There is also a less obvious aspect: two very similar listings can have different outcomes. One stays online, the other is removed. This can depend on tiny details like a word in the description or an image deemed borderline.
A typical anecdote: sellers convinced they did everything right discover that the version of the rules they read is no longer active. Or they never saved the page with the guidelines.
2. What you need to prove
The goal is to link three elements: what you published, what the rules were at that time, and the consistency between the two.
You must be able to prove:
- the exact content of your listing
- the images and description used
- the version of the platform's rules visible during that period
- that the listing complied with those rules
- any communications received from the platform
- the time the content was active
Basically, you need to show that your listing aligned with the conditions available when you published it.
3. What to collect
Here you need to document both your content and the context in which it was published.
- Full screenshots of the listing (text, images, price)
- URL of the page
- Original photos uploaded
- Text description in file format or saved copy
- Screenshots of the platform's guidelines
- PDF of applicable terms or rules
- Emails or notifications received (publication, removal, warnings)
- Chats with customer support
- Any modifications made to the listing over time
An often-overlooked detail: platform rules change. Having the version saved at the time of publication is crucial.
4. How to proceed
The best strategy is to document before problems arise, but you can also act afterwards.
When publishing:
- Immediately save a complete copy of the listing
- Take screenshots of the main applicable rules
- Keep the original images
If a dispute arises:
- Save the message received from the platform
- Retrieve the most recent version of your listing
- Compare content and rules point by point
Then organise:
- Put content and rules together within the same timeframe
- Highlight relevant elements (e.g., compliant description)
- Keep files in their original format
To strengthen documentation:
- Use ExistBefore to timestamp the listing, images, and rules
- Keep an organised collection ready for use
A useful approach is to think like an auditor: someone who has to verify whether what you published respected the rules available at that time.
5. Mistakes to avoid
Some mistakes make it difficult to support your position:
- Not saving the listing before removal
- Ignoring the temporal version of the rules
- Using incomplete or contextless screenshots
- Modifying original files
- Relying on interpretations without concrete evidence
An important tip concerns precision: small details, like a sentence or an image, can make the difference.
Timestamping content at the right moment allows you to preserve a coherent, usable trail at no cost.
6. After documenting
With the collected evidence, you can move in a more structured way.
- Contact the platform asking for specific clarifications
- Present the evidence in an orderly and concise manner
- Highlight the consistency between content and rules
- Keep all documentation for future developments
- Consider seeking support from consumer associations if necessary
At this point, the confrontation changes: instead of arguing over impressions or interpretations, you can show exactly what you published and which rules were in force.