Since the Digital Services Act (DSA) reporting system for Roblox catalog items transitioned from the previous Roblox Support ticket system to the new system, which fully rolled out a few weeks ago, a major issue has emerged. When a DSA report on a catalog item is denied by moderation, the reporter incorrectly receives a “User Moderated” email instead of a “No Violation” email.
This is inconsistent with reports for other content types, such as user profiles and games, where the correct “No Violation” email is sent. Additionally, the denial email does not include a direct link to the reported catalog item, making it difficult to identify which content was reviewed. This misleading response can give reporters a false sense of security, as they might assume action was taken when it was not. Furthermore, this behavior may be non-compliant with certain transparency requirements under the DSA.
To reproduce this issue, a user must submit a DSA report on a catalog item through the new system and wait for a moderation decision. If the report is denied, the email received will incorrectly state “User Moderated” instead of “No Violation.” Unlike reports for other content types, the email will also fail to provide a direct link to the catalog item, leaving only a ticket ID that makes it difficult to verify which content was reviewed.
This issue has been occurring since the full rollout of the new DSA reporting system a few weeks ago.
Expected behavior
The expected behavior is for denied DSA catalog item reports to generate a “No Violation” email, just like other content types, and to include a direct link to the catalog item. The current behavior misleads users into thinking action was taken when it was not and may violate legal transparency requirements under the DSA and other relevant regulations.
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