Moderator Expectations/ Guidelines
Our Trust & Safety vision is to make Whatnot the safest P2P marketplace. As we grow our business, user base, and number of livestreams exponentially, good moderation is key to successfully managing our community and maintaining compliance with our Community Guidelines. We need to set and maintain a high bar for our global and local moderators while also giving them the appropriate tools to moderate lives. The guiding principle should be to “lead by example, not by force”. The hard work of our moderators keeping communities safe during each livestream ensures that Whatnot remains a safe and fun platform for all users.
Having moderator powers comes with great responsibility. Moderators are not to abuse their powers! Mods are only to remove someone from a show or report them if their actions directly warrant a removal, or the seller asks them to do so. A user should not be banned simply if the mod disagrees with what they are saying or their opinions. We aim to create a social buying and selling experience for all types of communities; a moderators job is to keep these communities safe with their unbiased actions, based on our community guidelines.
Chat in a livestream is a large part of the overall experience for users. In chat, users interact with each other to build communities, meet like minded people, and discuss items being sold. The primary responsibility for mods is to ensure that the chat meets the behavior and content standards set by the seller, by taking appropriate action against offending users and spam that detracts from conversations.
Moderator Best Practices
- Treat everyone with respect and don’t hold biases
- Keep the chat engaged and discussions moving
- Answer as many user questions as possible
- Avoid spamming and sending out repetitive messages
- Delete inappropriate messages
- Be firm and handle rude users appropriately
- Issue a verbal warning first and do not ban users without a valid cause
- Ask for feedback from the seller and their community
Moderators are broken down into two types, Global Moderator and Local Moderator. Global Moderators have moderator status across the entire Whatnot platform. Local Moderators have been nominated moderator status by a specific seller, and only for a single livestream.
Moderators have the following capabilities:
- Remove User From Show:
Removes the selected user from the current livestream. Removing a user from a specific show does not ban them from Whatnot, and they will be able to join other streams on the platform, and all future streams from the current seller.
- View Muted Chat Messages:
Moderators are able to view chat messages that have been muted globally, and muted on the specific sellers “mute words” list.
How Moderators Are Chosen
Global moderators at Whatnot are hand picked by our team based on their standing in the community. We monitor certain key requirements for becoming and staying a global mod on the platform. These include, but are not limited to:
- Account creation date
- Amount of orders as a buyer or seller
- Stream hours watched
- No previous T&S actions (warnings or suspensions)
- Amount of streams moderated as a local moderator
- Seller rating
- Engagement in our Discord server
In addition to hand picking our moderators, they must also undergo mod training and accept our mod terms and conditions.
Moderator program safety checks will be performed on a regular basis to ensure all of our existing global moderators meet the above criteria. Our safety checks will also surface new users who are eligible to become global mods.
If you believe you meet the criteria and would like to apply for the Moderator Program, please submit your application via this form. Our team will reach out proactively to users we feel would be a good fit! Please direct any questions to our Support team by clicking here.