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Listing Appeal Review

Security Requirement Statement​

Blocked listings must be appealed and reviewed before being reinstated.

Control Classification​

  • Timing Control Category: Corrective
  • Nature Control Category: Administrative
  • Status: Identified
  • Date Identified: 2025-10-29
  • Date First Implemented: TBD
  • Date Last Reviewed: 2025-10-29
  • Date Retired: N/A

Listing State Management System

  • ItemListing domain entity supports seven distinct states: 'Published', 'Paused', 'Cancelled', 'Drafted', 'Expired', 'Blocked', 'Appeal Requested'
  • ListingState value object with static instances provides type-safe state transitions
  • MongoDB schema enforcement with LISTING_STATE_ENUM validates allowable states
  • State transitions tracked through updatedAt timestamps for audit compliance

User-Initiated Appeal Process

  • Blocked listings display "Appeal" button in My Listings dashboard with confirmation modal
  • Appeal action transitions listing from 'Blocked' to 'Appeal Requested' state using domain entity methods
  • UI components prevent multiple appeals through status-based button rendering
  • Appeal confirmation requires explicit user acceptance: "Are you sure you want to appeal the block on this listing?"

Admin Review Dashboard Architecture

  • Centralized admin dashboard lists blocked and appeal-requested listings with filtering capabilities
  • Admin interface supports three primary actions: View Listing, Unblock Listing, Remove Listing
  • Appeal-requested listings distinguished from blocked listings in admin table view
  • Review workflow requires explicit admin decision to approve or deny appeals

GraphQL-Based State Management

  • ItemListing resolvers handle state transitions through domain application services
  • State mapping functions convert internal domain states to UI-friendly statuses
  • Appeal_Requested state properly mapped for GraphQL schema compatibility
  • Real-time state updates through Apollo Client refetch policies

Domain-Driven Review Validation

  • ItemListing aggregate root enforces business rules for state transitions
  • Passport/Visa authorization system validates admin permissions for unblocking operations
  • Domain validation prevents invalid state transitions and unauthorized modifications
  • Publishing permissions checked through canPublishItemListing domain permission

Administrative Control Framework

  • Admin dashboard displays blocked listings with status indicators and action buttons
  • Review process supports manual unblocking after administrative evaluation
  • Admin actions generate audit events for compliance and user communication
  • Block reasons and descriptions maintained for appeal review context

Compensating Controls​

Multi-Stage Review Process

  • Appeals cannot be automatically approved; manual admin review required for all reinstatements
  • Admin dashboard separates blocked listings from appeal-requested listings for clear workflow management
  • Review decisions logged through domain events and state change tracking
  • Administrative actions require explicit confirmation to prevent accidental approvals

State-Based Access Control

  • Blocked listings prevented from receiving reservation requests or appearing in public searches
  • Appeal-requested state maintains blocking while signaling need for admin review
  • State transitions validated through domain rules preventing unauthorized listing activation
  • UI components respect listing states to prevent user confusion about availability

Audit Trail Maintenance

  • All listing state changes recorded with timestamps through updatedAt field tracking
  • Administrative review decisions logged through GraphQL resolver actions
  • Appeal submissions tracked through state transitions from Blocked to Appeal Requested
  • Review outcomes documented through subsequent state changes to Published or continued Blocked status

Content Quality Enforcement

  • Appeals require users to acknowledge and potentially edit problematic content before submission
  • Admin review process evaluates listing content against platform policies before approval
  • Blocked listings remain inaccessible to prevent policy violations during appeal period
  • Repeat violations tracked through listing history for escalating enforcement actions

User Communication Framework

  • Clear appeal process communicated through UI button placement and confirmation modals
  • Listing owners informed of appeal status through My Listings dashboard state indicators
  • Administrative decisions conveyed through listing status changes and optional messaging
  • Appeal confirmation messages explain consequences and requirements for submission

Context and Problem Statement​

Content Moderation Requirements The ShareThrift platform requires systematic review of blocked listings to ensure legitimate content can be restored while preventing re-publication of policy-violating material. Without proper appeal and review processes, users have no recourse when listings are incorrectly blocked, while administrators lack structured workflows to evaluate disputed content.

Administrative Workload Management Platform administrators need efficient systems to review appeals and make informed decisions about listing reinstatement. The appeal process must balance user rights to contest moderation decisions with administrative efficiency and platform safety requirements.

Platform Trust and Transparency A fair and transparent appeal process builds user trust by providing clear paths for contesting moderation decisions. Users must understand how to appeal blocks and what review processes their listings will undergo, while administrators need visibility into appeal queues and decision history.

Legal and Regulatory Compliance Appeal and review processes support regulatory requirements for content moderation transparency, due process in platform enforcement, and user rights to contest automated or human moderation decisions affecting their economic participation.

Success Criteria​

SC-4.1: Appeal Process Accessibility

  • Users can submit appeals for blocked listings within 3 clicks from My Listings dashboard
  • Appeal confirmation modal clearly explains review process and expected timeframes
  • 100% of blocked listings display appeal option with clear call-to-action
  • Appeal submission completes successfully >99% of attempts

SC-4.2: Administrative Review Efficiency

  • Admin dashboard loads appeal queue within 2 seconds for up to 100 pending appeals
  • Review actions (approve/deny) complete within 1 second of admin decision
  • Filtering and search capabilities allow admins to process appeals by priority or submission date
  • Administrative interface provides sufficient context for informed review decisions

SC-4.3: State Management Accuracy

  • Listing states transition correctly 100% of time during appeal and review process
  • No listings remain in inconsistent states after appeal submission or review completion
  • State changes propagate to user interface within 5 seconds of administrative action
  • Appeal status accurately reflects review progress throughout entire workflow

SC-4.4: Review Decision Impact

  • Approved listings become publicly visible and reservable within 10 seconds of admin approval
  • Denied appeals return listings to blocked status without accessibility to reservation system
  • Administrative decisions persist correctly across system restarts and database operations
  • Review outcomes communicated to users through clear status indicators and optional messaging

SC-4.5: Process Transparency and Fairness

  • Users receive clear feedback on appeal submission confirmation and review status
  • Administrative review criteria applied consistently across similar appeal cases
  • Appeal review timeframes meet platform service level agreements for user communication
  • Review process maintains <5% rate of appeal decision reversals upon escalation

SC-4.6: Audit Trail Completeness

  • 100% of appeal submissions and review decisions recorded in audit logs
  • Audit data includes sufficient detail for regulatory reporting and internal quality assurance
  • State change history supports dispute resolution and process improvement analysis
  • Administrative actions traceable to specific admin users for accountability and training

SC-4.7: Security and Access Control

  • Appeal and review functionality successfully prevents unauthorized access in 100% of attempts
  • Administrative permissions properly validated before allowing listing unblock operations
  • Domain-layer authorization prevents privilege escalation or unauthorized state changes
  • Review system maintains separation between user appeal rights and administrative decision authority