Storeloom decisions

Storeloom hosts your store, so anyone can tell us when they believe something on it is illegal. Every page of every store has a Report illegal content link at its foot, which Storeloom adds whatever your theme. It opens Storeloom’s form, not yours: the person says where, why, and gives their name and email (which they may leave out only for child sexual abuse material). storeloom.com has the same link.

A person at Storeloom reads every report and decides. Nothing is decided automatically. Most reports end with no action, and then nothing changes for you and you are not told.

What Storeloom can do

• Take an item off your store. The product becomes a draft, or the page or blog post is unpublished. You cannot publish it again while the decision stands: saving it as active or published says so.
• Close your checkout. Shoppers can still visit your store, but cannot place orders.
• Close your store. Shoppers see a page saying the store is not available, in their language.

In every case you can still sign in, and your orders, refunds and your store’s Import and export keep working. While your store or its checkout is closed, every page of your admin says so at the top, with a link here.

Reading a decision

Open Settings › Storeloom decisions. Each decision about your store is a row with what we did, the date and where it stands: In force, Appealed, Appeal answered or Undone. Choose a decision to read it in full: what we found, the law or the clause of Storeloom’s terms it breaks, our reasons, and until when you can appeal. We never tell you who sent the report.

Each owner of the store also gets the same explanation by email, in the language of their admin.

Appealing

You have six months from a decision to appeal it. Open the decision, choose Appeal, write what we should know, and choose Send appeal. Owners and admins can appeal; each decision can be appealed once.

Someone at Storeloom who did not make the decision looks at it again. If they undo it, your store or checkout opens again at once; an item we took off may be published again by you. Either way, the owners are emailed the answer, and it shows under the decision.

You can also take the matter to a court or to a certified out-of-court dispute settlement body.

How long reports are kept

A report is kept for six months after our decision, or after our answer to your appeal, and is then deleted with what the person who sent it wrote. A decision that no longer stands (one that was undone) goes with it. A decision still in force stays here, with its reasons, so you can always see why an item, your checkout or your store is closed; only the reported address is no longer shown. Storeloom keeps only anonymous figures (how many reports each month, for which reason, and what was decided), which name no store and no person, for the transparency reports the law asks for.