SHEIN wants to make sure that any disputes about content moderation are handled fairly and openly. This guide explains how you can challenge our decisions, how the ODS process works, and when we might not participate in the process.
1.If you disagree with our content moderation decisions
If you disagree with a decision we’ve made—like removing your content, deciding not to remove content you flagged, or suspending your account—you can first appeal through our complaints or appeal process.
2.Your right to use out-of-court dispute resolution
If your issue isn’t solved after our complaints/appeal process, you can take it to an out-of-court dispute settlement (ODS) body. This option is available to everyone, even if we didn’t resolve your issue internally.
Key Points:
■ A faster option: ODS bodies help resolve disputes more quickly and cheaply than going to court.
■ Your choice: You can pick any ODS body certified by the EU for your type of dispute.
■ Non-binding outcomes: ODS bodies can suggest a solution, but it’s not legally binding. You can still go to court if needed.
We’ll work with the ODS body unless certain conditions apply (explained in Section 5).
3.How to start an ODS process
To begin:
1.Choose an ODS body certified by your country’s Digital Services Coordinator (DSC). See the list
here.
2.Follow the instructions on their website. These usually explain how to send in your case, how long it will take, and any costs involved.
4. How the ODS process works
1.Submit your case: Send your dispute to the ODS body.
2.Fair review: The ODS body will look at your case fairly and quickly.
3.Good faith participation: Both you and SHEIN must provide information and work towards solving the issue.
4.Resolution timeline: The ODS body will usually give a decision within 90 days for normal cases, or up to 180 days for complicated ones.
You’ll be informed of the outcome and what steps to take next.
5.When we may not participate
We might not work with an ODS body I the same issue has already been decided in court or by another ODS process.
If we refuse to participate, we’ll tell you why and remind you of your right to take the issue to court.