Facebook Marketplace

Facebook Marketplace allows people to buy and sell items with others within their community.

People are frustrated when their items are rejected on Facebook Marketplace

A lot of people post items to sell on Facebook. The posts can't be run on Facebook when it violates one of Facebook's Commerce policies. It leads to significant amount of posts being rejected because people don't really know about Commerce policies — they just think it's a common sense — and they don't know what they can do about it.

Help sellers successfully post their items to sell on Facebook

Our team took on a mission to reduce item rejection rate and help sellers understand why their posts were rejected and what they can do about it. Some challenges we identified earlier from customer feedback, user research and data analytics were:

From driving product decisions to designing in high quality

As a strategic leader for a product team, I led team's operations such as weekly meetings, brainstorming, prioritizing and maintaining tasks, while advocating for a high quality experience. Below are some of the designs that led to decrease in item rejection rate among sellers and helped them to better understand why their posts were rejected.

Commerce policy education
Designed the pages above to help sellers better understand Facebook Commerce policies.
A. Featuring few Commerce policies; B. The page that explains a policy in more detail.
Status card
Inline messaging components that provide information to sellers about their listings.
A. When a listing is first rejected by Facebook; B. When a seller asked for a review of her listing; C. When a listing is still rejected after a review.
Flow
A. Rejected listing notification; B. A bottom sheet that presents 2 options to sellers while explaining about a policy; C. An optional field for sellers to write about their rejected listings before sending a review.