Temu Help Page
Temu has a commitment to creating a safe and positive online environment and we continually invest in our policies and procedures to support the safety and wellbeing of our users. We set out below information around our approach to content moderation, our system of handling and resolving user reports, appeals and other relevant complaints from users, 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 our Community Guidelines. The terms set out in this Help Page form an integral part of the Temu Terms of Use and should be read in conjunction with them.
Content Moderation
The Temu Terms of Use prohibit the provision by users of certain content, including illegal and harmful 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.
Further details of these are below, along with information about how to appeal content moderation-related decisions.
Own-initiative monitoring
Own-initiative detection and moderation of Prohibited Content on Temu may be carried out through automated and/or human means. This detection and moderation applies to each of the categories of the priority illegal content and primary priority, priority and non-designated content that is harmful to children, each as designated under the UK Online Safety Act, namely (1) terrorism, (2) child sexual exploitation and abuse, (3) hate, (4) harassment, stalking, threats and abuse, (5) controlling or coercive behaviour, (6) intimate image abuse, (7) extreme pornography, (8) sexual exploitation of adults, (9) human trafficking, (10) unlawful immigration, (11) fraud and financial services offences, (12) proceeds of crime, (13) drugs and psychoactive substances, (14) firearm, knives and other weapons, (15) encouraging or assisting suicide (or attempted suicide), (16) foreign interference offence, (17) animal cruelty, (18) pornographic content, (19) content which encourages, promotes or provides instructions for suicide, (20) content which encourages, promotes or provides instructions for an act of deliberate self-injury, (21) content which encourages, promotes, or provides instructions for an eating disorder or behaviours associated with an eating disorder, (22) content which is abusive and which targets certain characteristics, (23) content which incites hatred against people based on certain characteristics, (24) content which encourages, promotes or provides instructions for an act of serious violence against a person, (25) bullying content, (26) content which depicts real or realistic serious violence against a person or serious injury of a person in graphic detail, (27) content which depicts real or realistic serious violence against an animal or fictional characters, or serious injury of an animal or fictional character in graphic detail, (28) content which encourages, promotes, or provides instructions for a challenge or stunt highly likely to result in serious injury to the person who does it or to someone else, (29) content which encourages a person to ingest, inject, inhale or in any other way self-administer a physically harmful substance or a substance in such a quantity as to be physically harmful, (30) body stigma content, and (31) depression content. These detection and moderation occur for all users, regardless of age.
Our first level of moderation is performed automatically by an algorithm-based system that, using content identification technology such as text and image recognition algorithms, detects Prohibited Content both before and after it is published on the platform. Where Prohibited Content is detected, it may be automatically deleted or disabled. Where the algorithm-based system detects content that may be Prohibited Content but is unable to make a definitive decision, the content is subject to a human review. 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, or make a complaint about, content (i.e., reviews and product listings) 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” on each product listing page. Your report should include a detailed reason why you allege the information in question to be Prohibited Content.
After receiving your report, we will confirm receipt of the report and process it as soon as practicable. We will review each report and assess whether it contains sufficient information and ground for us to take an action in accordance with the Temu Terms of Use. We will treat each report of illegal content as a reason to suspect that the relevant content may be illegal. If we become aware of the presence of any illegal content either due to your report or in any other way, we will swiftly take down such content.
We will notify you, as the user who made the report and as long as you have not opted out of receiving further relevant communications, of our decision. Your opting out of such receipt of relevant communication does not impact our decision. The decision notification will also inform you about the right to appeal and how to make the appeal.
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).
Appeals
Users may submit an appeal, free of charge, against our content moderation-related decisions which include, among others: (i) removal of, or disabling access to, the content in question; and (ii) suspensions or bans against the user as a result of their content. The appeal should be made within six months following our relevant moderation decisions. A user may submit an appeal in relation to a moderation decision by following the appropriate link to an appeal provided in the notification (via email or messages in the user account) about such a moderation decision.
We will process appeals as soon as practicable after submission of it. We will review appeals in a timely, non-discriminatory, diligent and non-arbitrary manner. We will consider whether the appeal contains sufficient grounds or new information that warrants reconsidering the relevant moderation decision.
We will inform users of the outcome of their appeals as long as they have not expressly opted out of such communication. If there is a ground which supports the conclusion that the relevant moderation decision was incorrect, we will reverse the actions taken against the user or the content (or both).
Other types of complaint
Anyone may submit other types of complaints through our dedicated reporting channels, including complaints relating to: (a) Temu’s compliance or non-compliance with relevant duties of care set out in applicable online safety legislation; or (b) any action related to content (such as restricting content, for example) taken as a result of Temu using proactive technology in a manner which is inconsistent with, or not contemplated by, Temu’s Terms of Use; or (c) any issue related to content available on Temu. In addition, complaints regarding incorrect age verification in connection with purchases on Temu’s platform may be submitted through our standard customer service channels.
We will process a complaint as soon as practicable after submission of it. We will review it in a timely, non-discriminatory, diligent and non-arbitrary manner and inform you of the outcome of your complaint (via a report, appeal or other types of complaint), including, where applicable any subsequent action that we have taken or plan to take, unless you have expressly opted out of receiving communications related to the status of your complaint.
How Temu Recommends Content
We use recommender systems that rely on various criteria for recommending content and products to you. The relative importance or weighting of a factor may change over time. Some factors are generally considered more important than others in determining which content and products will be of most interest to you. The most important factors are those which have a higher likelihood of providing more responsive matches with your interests at a given time, because they indicate what you are interested in via your actions on Temu. Namely:
Your browsing, searching and purchasing history on Temu – This allows us to recommend products to you that are more likely to be of interest to you; and
Time you spend viewing specific product listings on Temu – This helps us suggest similar products that you might find interesting.
The following additional factors can also influence how content is recommended on Temu:
Ratings you have given to products on Temu – This allows us to recommend content and products to you that are similar to those you have rated highly in the past, and avoid recommending products to you that are similar to those you have rated poorly;
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 – When you express your preferences on Temu, we will take this into account and aim to recommend products that match your preferences;
Your approximate location based on your technical information (e.g., IP address) – This allows us to recommend products to you that will be available in your location;
The popularity of products on Temu – This allows us to recommend products to you that reflect seasonal or other popularity measures;
Current sales campaigns – This allows us to recommend products to you that are under sales programs; and
Product prices – This allows us to recommend products that are competitively priced.
Modifying/influencing the content recommended to you
You can change the order of 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 – Items most relevant to your search will be shown first;
Top Sales – Products that have been sold the most on Temu will be shown first;
Most Recent – Products will be displayed starting with the ones most recently added on Temu;
Price low to high – Products will be displayed from the most affordable to the most expensive;
Price high to low – Products will be displayed from the most expensive to the most affordable.
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.