Reporting a Concern: Our Community Standards

We are deeply committed to maintaining a safe, respectful, and professional environment for everyone on CitizenShipper. This page outlines our official process for reporting community conduct concerns, behavioral issues, and safety incidents. This resource provides the timelines, criteria, and enforcement guidelines used to safeguard our marketplace.

Reporting a Community Concern

If your issue is regarding safety, behavior, or animal health and safety, it falls under our Community Standards guidelines and can be formally reported through our Community Standards Form. This process relies entirely on our internal discretion to protect the health and integrity of our marketplace. 

When to report a concern:

• Animal Safety: Any immediate or serious concerns regarding the health, safety, or humane treatment of animals during a shipment.
• Abusive Behavior or Language: Serious instances of harassment, verbal abuse, or discriminatory language.
• Safety & Fraud: Actions that put users or property at risk, or clear attempts to bypass platform safety protocols.

When NOT to report a concern:

• Do not use this form for general platform support, billing questions, or technical troubleshooting (such as application errors or password resets). For those queries, please contact support directly at support@citizenshipper.com 
• Do not use this form for contractual or payment disputes. Those issues must go through our Booking Resolution Process.
• Do not use this form for rude or unpleasant interactions that do not cross into safety threats. Standard disagreements or impolite communication can be reported directly to our support team at support@citizenshipper.com 

How It Works and Timelines:

When you submit a Community Standards Report Form, our dedicated support team steps in to assess the situation immediately.

• Response Window: Our safety team reviews and responds to all submissions within 24 hours.
   
• Priority Escalation: Reports involving verified safety risks and animal health concerns receive immediate escalation and priority review above all other general tickets.
   
• Discretionary Action: Actions taken are entirely at CitizenShipper's discretion and are focused strictly on trust and safety signals. Based on our internal findings and the severity of the incident, measures may range from internal profile notes and formal warnings to an immediate and permanent loss of platform access.

Please Note: Due to privacy regulations and platform security policies, CitizenShipper cannot always share the specific administrative outcomes or disciplinary actions taken against another user’s account. Rest assured that every eligible report is thoroughly investigated and logged internally to keep our marketplace a trusted space.

For further questions or concerns, please contact our support team at support@citizenshipper.com .