How do we achieve Trust and Safety Marketplace?

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1 How do we achieve Trust and Safety Marketplace? Mercari CS/CRE Tech Talk #2 Yuki ITO Mercari July.14th.2021

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2 Yuki ITO / @kikki - Joined in 2016 at Mercari - Working as Product Manager / Product Owner in TnS domain - Before changing my job to PdM, I worked as Operator, Analyst and Technical Project Manager in Customer Service domain at Mercari - In the university, I majored in Computer Science (ML) . - Certiﬁed Product Owner

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3 Trust and Safety marketplace Keyword

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5 By the Numbers 2 Billion December 27, 2020 Million items MAU1 19.04M (Million people) FY 2019.6 Q3 FY 2020.6 Q3 FY 2021.6 Q3 Source:, from FY2021.6 Q3 Presentation Material Listed items

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6 Violations in the market Items that violate the law XXX-XXX Offensive comments Please transfer the money to my bank account XX-XX-XX Payment not provided by Mercari Foods nearing expiration date Icon license ICON MONO

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7 Safe Trustworthy Humane Free transactions are only possible in a safe environment C2C marketplaces are built on the premise of mutual trust We must respect each individual’s values and views and not encourage or promote inhumane behavior Principles to decide the rule In January 2021, we announced our Marketplace Principles, which were formulated through discussions with external experts.

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8 Our approach Detection Prevention Content is monitored by systems and people, and potential violations are monitored by operators to determine violations and give the feedback to our customers Content is monitored by systems and if there are violations, immediate feedback is given to our customers so they can act.

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9 Our approach Fill in the information Complete listing Tap “List” Detection Prevention

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10 Detection

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11 Detection -Overview- Modtool Rule ML Operator Customer Rights holder 5 type methods to monitor contents Rule and ML are monitoring all items created by 19 million MAU!

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12 Project Structure Eng Eng Eng TL PdM Eng Eng Eng TL PdM TPM Operator Operator Support Training Knowledge Management Resource Planning CRE Customer Service Project Structure

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13 Modtool is a new generation tool Detection -Modtool- ● Independent from the legacy tool ○ To make it easy to add new functionality ○ To improve development experience ● Collaboration among multiple Scrum teams

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14 Prevention

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15 Our approach -Prevention- Provide immediate feedback when the customer takes action. During the process of listing and posting comments, give the following feedback ● “You don’t create this content” ● “You lack the required information to create”

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16 Our approach Detection Prevention Pros * Provide highly accurate feedback. * Customer is able to understand the violation or not of violations at the time of action. Cons * As the number of detections increases, the labor cost increases * Slow feedback causes hassle and disappointment for the customer * If it takes a long time to validate the item, the number of listings may go down * May give feedback that misses the point

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17 One more

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18 Our approach -Communication- Trust alert Display messages related to product distribution information in cooperation with primary distribution players E.g. “This product may be more expensive than the normal price. Please check the manufacturer's website to see if it is available for store purchase, and then make a decision on your purchase.”

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19 Trust and Safety marketplace Keyword

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20 Feel free to follow me Thank you! Yuki Ito : linkedin.com/in/yuki-ito-892137173 @yukito5669