Some products and services cannot be commercialized, according to the app's Commercial Policy.
WhatsApp is part of the daily life of most Brazilians: the app is considered the main communication and sales channel, being present in 98% of all smartphones enabled in our country.
Thus, to maintain a safe environment, the platform has guidelines and standards that must be met. Otherwise, users and companies can have their numbers suspended, for a while or permanently, from the application: Practices such as spreading fake news, advertisements, massive message delivery (without opt-in) and offensive content are detrimental to the application experience.
WhatsApp is constantly seeking to develop new solutions that integrate and facilitate the communication process between companies and clients, because of this and to keep control over the flow of messages, it follows a strict legislation, with penalties for abusive use. Content with offensive content, for example, can lead to compensation or even imprisonment for those involved.
However, what leaves businesses and their communication channel numbers vulnerable the most is the lack of knowledge about some products and services that cannot be advertised and sold through the app, according to WhatsApp's own Commercial Policy.
According to this policy, available at https://www.whatsapp.com/legal/commerce-policy/?lang=pt_br, the following items are prohibited from being sold or offered for sale:
- Illegal products or services;
- Recreational, prescription, or other drugs;
- Tobacco products and related accessories such as cigarettes, cigars, shisha, and electronic cigarettes;
- Alcoholic beverages;
- Risky dietary supplements, such as anabolic steroids;
- Weapons, ammunition or explosives;
- Animals;
- Products or services for the adult audience, such as sex toys;
- Body parts and fluids, such as blood and human tissue;
- Medical and health products, such as contact lenses and thermometers;
- Items or products with clearly sexualized positioning;
- Betting services involving real money, such as games of chance or lotteries;
- Relationship services;
- Products or items that facilitate or encourage unauthorized access to digital media;
- Digital and subscription services, including the processing or links to the processing of any subscription sales, renewals or upgrades;
- Business models, goods, items or services that we conclude may be fraudulent, misleading, offensive, deceptive, exploitative, inappropriate or unduly intimidating to certain groups;
- Counterfeit currency, virtual or real;
- Third-party infringement, such as selling counterfeit products or unauthorized copies.
Although WhatsApp's list of prohibitions is extensive, it is notable that it only reinforces the non-commercialization of specific illicit products, or even items that can be dangerous when used without restrictions or authorization, such as weapons, which require training, courses, specific documentation, or even medications, which should not be used without a prescription or medical orientation.
Because of this, Facebook has been very careful in combating activities that circumvent WhatsApp's usage policies. For example, if an establishment sends a promotional material to its customers (who have opted-in and wish to receive such information) and in this material there is an offer of an alcoholic drink, the robots responsible for the checks are not authorized to open this PDF file, because all messages are encrypted, but they can act upon a complaint and it can come from a user who feels aggrieved or even a competitor, acting in bad faith.
When the content of the message sent is inappropriate, the person who received the message has the right to report it. Thus, the report goes through analysis and even interpretation of WhatsApp. If the verification confirms inappropriate conduct, the accused profile can be banned and vetoed from continuing their activities in the messaging app.
If you have questions about the viability of your products or services via WhatsApp, contact the TalkAll team. Together we will plan, map and understand what are the best WhatsApp strategies for your business.
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