Roblox has recently not been replying to my appeals for some of my items in time. Once a UGC asset is taken down, it has 10 days until the refund process happens to its buyers. Roblox needs to act and respond in that time frame so that A. The UGC asset gets reinstated and refunds are stopped, or B. The UGC asset gets denied appeal and we move on. It’s a lot of time to be waiting for this anyway and it’s getting annoying and costly.
A private message is associated with this bug report
It’s an issue that needs to be reviewed. Roblox shouldn’t be waiting out for items to be refunded and then act.
I’m all for changes to the current system, but that belongs as a feature request rather than a bug report. This doesn’t seem entirely out of line for UGC moderation and appeals.
Did Roblox Support at least tell you why your UGC items were taken down? Were they in violation of the TOS, or do you believe Roblox made an error?
Developers can’t exactly make feature requests so we can’t act on your request, even though valid.
I’d rather it be in the wrong category and dealt with compared to not being talked about at all. It’s an issue that needs to be resolved. Not necessarily a bug, but again, an issue. This is the only route for most on the forum.
I’m contacting on the fourm because Roblox Support won’t help. This is the best way of doing it and I agree with you.
Duplicate:
I can’t find the exact reply, but I’m 99% sure an engineer said somewhere that they were working on improving these response times to prevent refunds from going out before you receive one. And from what I’ve seen in recent days, these improvements are coming along well. Support seems to have gotten through the bulk of the unanswered tickets.
The average ticket response time is ~3 weeks, although they usually hover between 20 and 30 weeks of response time (source: personal experience across roughly 12ish tickets)
Just be patient, support always answers all tickets and definitely doesn’t delete them/deny their existence when questioned about their story not matching what has previously been said!
Vouch. On my most recent appeal, they took 2 months for a response. The item was appealed, however refunds were issued long ago and it’s now off the algorithm because of it.
On April 22, I received a response to the appeal sent on December 27, so about 4 months later.
They seem to be really busy at the moment:
To be fair alot of happened recently such as the chargebacks banwave and IP enforcement bans and the appeals system probably gets spammed at the moment
The same goes to account appeals. While I understand there’s been recent ban waves (The Hunt, chargebacks, IP enforcements) that affected the response times, I waited almost 2 weeks just to get this response:
When my concern was clearly about my account being falsely moderated and on top of that when they sent me this email it included a ticket # that doesn’t match the ones when I received an automated response stating they received my ticket… twice. I had to get the ticket forwarded back to the Appeals team and now I might have to wait longer.
Time is ticking and I’m afraid they may not be able to get to my ticket in time before the 30 days are up.
Roblox support is just working slow. They have just barely responded before refunds could kick in.
Duplicate Topic.
