This is a known issue that has been talked about a few times on the devforum, but is still happening. What I can only assume to be AI moderation will falsely detect unique, non-spam and non-miscategorized UGC uploads as spam within seconds and remove them without refund or explanation.
I paid the 750 robux fee to upload a plague doctor mask and was instantly met with a warning and removal.
Not to worry, mistakes happen. I submitted an appeal, and it was accepted within minutes.
But the item was not reinstated, nor was I refunded.
While waiting for a refund or the item to be reinstated, I started to think listing the item as a hat instead of a face accessory may have been contributing to it being unapproved and thus remaining deleted. Foolishly assuming a refund would go through for me soon because my appeal had been accepted, even if the item wasn’t coming back, I decided to reupload this item with different scaling under the face accessory category instead of as a hat.
This attempt was also moderated for “spam” within seconds. And again within minutes, my appeal was “accepted”.
My access to uploading UGC was also revoked for seven days. This has not been walked back despite my appeals being, again, accepted.
I went to support, explained the problem, and am not completely convinced I received a response from a human individual, or at least that none of them read my detailed tickets. It was an unproductive exchange. I will put it under a cut here if you want to read a dry and somewhat frustrating customer service exchange.
My exchange with customer service
I submitted a separate ticket through a referral link and got the same frustrating lack of concern or explanation.
I gave up because I was grateful this rep at least forwarded my message to someone who can issue me a refund and just asked if my suspension could be removed.
I have not received any followup or further action.
Miscategorization is cited, despite face masks existing all over the website in both categories I tried. Again, this has happened with other devs’ unrelated assets being falsely flagged, and my appeals were accepted despite the appropriate actions not being taken, so I’m certain that this is an error.
Even if somehow not an error, I would appreciate it if support communicated with developers why and how we’ve broken the rules so that we can be sure not to waste our effort and money creating assets and paying fees that are wasted.
