Enforcement
Appeals and reviews
We get things wrong sometimes. If you think we made a mistake removing your content, adding a strike, limiting your account, holding a payout or rejecting a report, you can request a review within 30 days of the decision. A different reviewer looks at it, and we tell you the outcome and why.
On this page
How to request a review
- Open Account Status in the Yamunaa app or Seller Hub.
- Find the decision and choose Request a review.
- Tell us why you think the decision was wrong. Add documents such as invoices, licences, authorisation letters or photos.
- Submit within 30 days of the decision. After 30 days, reviews are only possible for suspended accounts, through our grievance team.
What happens next
- We acknowledge your request straight away and show it in Account Status.
- We use technology or our review team to look at it again. A person who did not make the original decision reviews every request from a seller and every request about a suspension.
- We may ask you for more information. Replying quickly speeds up the review.
- Some decisions, such as removals required by a court or government order, cannot be reversed by us.
Timelines
- Content and listing removals: usually within 48 hours.
- Strikes and feature limits: within 3 working days.
- Payout holds and account suspensions: within 7 working days.
- Complex IP or counterfeit cases: up to 15 working days, as we may need to hear from the rights owner.
Possible outcomes
- Upheld: we confirm the original decision. We explain which policy applies and why.
- Overturned: we reverse the decision, restore content, remove the strike and lift any limits. Held payouts are released in the next payout run.
- Partly overturned: for example, we restore content but keep a limit, or reduce a suspension to a listing suspension.
Asking for a review never counts against you, and your account is not penalised if the decision is upheld.
If you are still unhappy
You can write to our grievance team, or to the local grievance officer or representative for your country listed in the app. You also keep every right your local law gives you, such as going to a consumer body, an ombudsman or dispute resolution scheme, a regulator or a court. For example, in India you can approach a consumer commission or the Grievance Appellate Committee.