Temu Digital Services Act (DSA) Help Page
The DSA regulates online intermediaries and platforms such as marketplaces, social networks, content-sharing platforms, app stores, and online travel and accommodation platforms in the EU. Its main goals are to prevent illegal and harmful activities online, ensure user safety, protect fundamental rights and create a fair and open online environment.
Temu has a commitment to creating a safe and positive online environment for its users. We continually invest in our policies and procedures to support the safety and wellbeing of our users. In accordance with the DSA, we set out below information around our approach to content moderation, misuse of Temu, our appeal system and how we recommend content to users. Further information can be found in the Temu Terms of Use, including Temu’s Intellectual Property Policy and its Community Guidelines.
CONTENT MODERATION
The Temu Terms of Use prohibit the provision by users of certain content, including illegal content, to Temu (see, in particular, Temu’s Intellectual Property Policy and its Community Guidelines) (“Prohibited Content”). Temu acts in a diligent, objective and proportionate manner in applying and enforcing those prohibitions.
Temu detects Prohibited Content on Temu in two main ways:
As a result of voluntary own-initiative monitoring; or
As a result of reports.
Own-initiative monitoring
Own-initiative detection and moderation of Prohibited Content on Temu may be carried out through automated and/or human means. Our first level of moderation is performed automatically by a system that detects Prohibited Content. Where Prohibited Content is detected, it may be automatically deleted or disabled. Temu may also take other actions with respect to the content, the user’s account or use of the Services (see the Temu Terms of Use for more information on the sanctions that may be imposed in relation to Prohibited Content).
Reports
You may report specific pieces of content (i.e. reviews and product listing) on Temu that you consider to be Prohibited Content by clicking on the three dots (“…”) next to the review in question or by clicking on “Report this item” below a product listing.
Your report should include the following:
(a) a sufficiently substantiated explanation of the reasons why you allege the information in question to be Prohibited Content;
(b) a clear indication of the exact electronic location of that information (such as the exact URL or URLs, and, where necessary, additional information enabling the identification of the content);
(c) your name and email address, except in the case of information considered to involve one of the offences referred to in Articles 3 to 7 of Directive 2011/93/EU (sexual abuse and sexual exploitation of children and child pornography);
(d) confirmation of your bona fide belief that the information and allegations contained in your report are accurate and complete.
Where the report contains your electronic contact information, Temu will send you a confirmation of receipt of the report. After reviewing your report, Temu will notify you of its decision in respect of the content to which the report relates and, where Temu has decided not to act upon the report, provide you with information on the possibilities for redress, including the option to appeal internally.
For reports relating to infringement of intellectual property rights, please go to our online intellectual property infringement report portal (see also our Intellectual Property Policy).
Statement of Reasons
Temu will provide you with a Statement of Reasons (SOR) if it imposes any of the following restrictions on the ground that the content provided by you is Prohibited Content:
(a) restrictions of the visibility of specific items of information provided by you, including removal of content, disabling access to content or demoting content;
(b) suspension, termination or other restriction of monetary payments;
(c) suspension or termination of the provision of the service in whole or in part;
(d) suspension or termination of your account.
provided it has your electronic contact details and you are located in the European Economic Area. The SOR will provide you with information on the possibilities for redress, including the option to appeal internally.
Appeals
If you have submitted a report and received a decision that Temu has decided not to act upon the report, or you have received a SOR, you may submit an appeal within 6 months after receiving that decision or SOR. You may submit your appeal free of charge, using the link provided within the decision / SOR. The form will allow you to submit a sufficiently precise and adequately substantiated appeal. Once submitted, Temu will handle your appeal in a timely, non-discriminatory, diligent and non-arbitrary manner, and its decision will be taken under the supervision of appropriately qualified staff and not solely on the basis of automated means. Temu will reverse its decision / the SOR without undue delay where an appeal contains:
sufficient grounds for Temu to consider that its decision not to act upon a notice is unfounded;
sufficient grounds for Temu to consider that the information to which the appeal relates is not Prohibited Content; or
information indicating that the appellant’s conduct does not warrant the measure taken,
Temu will inform you of its decision in respect of your appeal without undue delay and, as appropriate, available possibilities for redress.
Unless a dispute has already been resolved concerning the same information and the same grounds of alleged illegality or incompatibility of content, you can also choose to pursue non-binding out-of-court dispute settlement under Article 21 DSA in relation to a decision on your report, where you have received a SOR or in relation to a decision on your appeal. The European Commission is required to publish a list of certified out-of-court dispute settlement bodies in this regard.
Note: If a user frequently submit reports or appeals that are manifestly unfounded (i.e. submitting more than 10 (ten) reports or appeals that have been deemed manifestly unfounded within 7 (seven) days), Temu may suspend, after issuing a prior warning, the processing of their notices and appeals for a reasonable period (i.e. 30 (thirty) days). For information on our approach to requests from law enforcement and governmental entities, please see our Guidelines for Record Request.
HOW TEMU RECOMMENDS CONTENT?
We use various criteria for recommending content and products to you. The importance or weighting of a factor may change over time. Some factors are generally considered more significant than others in determining which content will be of most interest to you:
Your browsing, searching and purchasing history on Temu;
Ratings you have given to products on Temu; and
Time you spend viewing specific product listings on Temu.
The following factors can also influence how content is recommended on Temu:
Your account profile (such as your country if recorded in your account profile) and preferences you have expressed on Temu such as saving a product to your wish list;
Your approximate location based on your technical information (e.g. IP address)
The popularity of products on Temu;
Current sales campaigns; and
Product prices.
Modifying/influencing the content recommended to you
You can change the content recommended to you by refreshing the page. The content that we recommend changes over time in accordance with the above criteria. For example, the content we recommend will change based on your purchase of different products, browsing for new products and similar activities by other users.
You can also change the layout of product listings by sorting them in accordance with:
Relevance
Top Sales
Most Recent
Price low to high
Price high to low
For specific product searches, you can also filter the results by features of the products, for example by colour, by review ratings, by price and by specific product details.