Content on Shop

The Shop app helps you track, pay, and shop better. A part of this experience is interacting with Shop Stores. When you reach out to a Shop Store, remember that there is a person receiving the message. This means that you should always be respectful and helpful in your communications.

You probably already know this, but you should refrain from disrespectful, inappropriate or hurtful words or actions. We’ve created some guidelines that you must follow. These prohibited behaviors and content apply to all formats of content, including but not limited to product reviews, photos, videos, and chat messages across the Shop app.

If you come across something that seems to go against these guidelines, report it in the Shop app or contact Shop Support. For more details, refer to our Terms of Service.

You’re responsible for reviewing and using this information appropriately. Policies may occasionally change, so remember to come back to this page for any updates made.

Prohibited behaviors and content

  • Child exploitation: Don’t exploit or abuse children, including but not limited to depictions of child abuse or sexual abuse, or that present children in a sexual manner.
  • Harassment, bullying, defamation and threats: Don’t harass, bully, defame or threaten a specific individual or group. This includes excessive profanity and content that is clearly and deliberately provocative.
  • Hateful content: Don’t encourage violence or hate against people based on race, ethnicity, color, national origin, religion, age, gender, sexual orientation, disability, medical condition, veteran status or other forms of discriminatory intolerance. This includes promoting or supporting organizations, platforms or people that: (i) promote or condone such hate; or (ii) threaten or condone violence to further a cause. This also includes graphic violence against people, groups, or animal cruelty intended to be shocking or sensational.
  • Illegal activities: Content should not promote illegal activities.
  • Intellectual property: Don’t infringe on the copyright or trademarks of others.
  • Misrepresentation: Be yourself. Don’t impersonate someone else, another Shop Store, or any other entity. This also means content is not artificially created via bots or similar techniques. Content shouldn’t be fake, misleading, or contain deliberately inaccurate information.
  • Personal information: Don’t disclose personal or private information, or ask others to do so. This includes email addresses, phone numbers, and credit card details.
  • Self-harm: Content shouldn't promote self-harm.
  • Sexually explicit content: Don’t depict pornographic acts or fetishes intended to be sexually gratifying.
  • Spam: Don’t send unsolicited commercial messaging or repetitive messaging for advertising or solicitation purposes.
  • Terrorist organizations: Don’t show support of, or funding of, or membership in, a terrorist organization.
  • Reporting abuse: Don’t abuse our reporting systems, or otherwise exploit tools meant to protect customers or Shop Stores. For more details, see our Terms of Service. If you see a report that violates these guidelines, please report it directly in the Shop app.

Messaging in Shop

Shop is a platform that connects you with Shop Stores. When you message a store in the Shop app, you're communicating with the Shop Store. The Shop Store is responsible for its dialogue and behaviors, just as you’re responsible for your behaviors, anything you disclose while you use the message feature, and any actions you take based on the information in the chat. For more details, refer to Shop’s Terms of Service.


We may remove content that violates these policies. In severe cases or where there are repeated violations, we may take action on your account or prohibit further contact within the Shop Store.