It is your room. You have four tools, and the right one depends on whether this is noise or a person.
1. Muted words, set in advance
The best tool, because it works before anything happens. Muted Words on the show setup — Add muted words — blocks those terms for that show. A buyer typing one is told their message has a word the host has muted.
Worth setting once before your first show rather than during your fifth: the words you do not want in your room are predictable, and the matching handles the obvious dodges — spaced letters, repeated letters, punctuation jammed in the middle. How to schedule a show
2. Delete the message
You can delete a message from your own show's chat, and pin one you want everyone to see.
Delete and move on. Do not delete and announce that you deleted it; that gives the thing a second airing.
3. Block them
Seller settings → Blocked buyers — People who can’t interact with your store. A blocked person cannot bid on your items, buy from you, message you, send an enquiry, or chat in your shows.
This is the real remedy for a person rather than a message, and it is per store rather than platform-wide. Fill in the Reason (only you see this) field — in four months you will not remember. Can I block a buyer?
4. Report them
For anything beyond rudeness — threats, abuse, fraud, pressure to deal off Metzee. Reporting is anonymous: They won’t know who reported them.
Blocking protects you; reporting protects everyone. Blocking alone means the next seller meets the same person with no warning. Do both where it warrants both. How to report a seller or listing
Note that pausing an individual's chat across Metzee is a Metzee action rather than a seller control — so a person who should not be in anybody's chat is a report, not just a block.
The thing not to do
Do not argue with them on camera.
You will lose even if you win. The room came to watch items being sold, and a host arguing with a stranger is the least interesting thing that can happen in a show — and the one most likely to make people leave. It also hands the person exactly what they wanted.
Delete, block, carry on selling. Ten seconds, no commentary.
If it keeps happening
Bring in a moderator. Moderator is a team role for precisely this — Keeps live chat friendly — and it is the narrowest role there is, so you are not handing over anything else. A friend watching the chat while you talk to the camera is worth a great deal. How to add someone to your store
What is not rudeness
A buyer asking repeatedly about a flaw, or asking you to show the back of something again. That is a buyer doing their job, and answering is yours. The seller is holding it up and I still cannot see it
More: how moderation works, my chat messages are not sending, what to say on camera.