Your assistance with creating concise and clear tickets can help with having your concerns addressed faster! Tickets that have had information already collated will tend to be processed faster than tickets that require investigation.
DO:
- DO state what action you would like to be taken, or how we can help you.
- DO double-check the site rule(s) that the reported user has violated. If the user is not in violation of any site rules, we may be unable to provide assistance.
- DO file an individual report for every character/image in violation instead of creating a ticket with a link to the user gallery.
- DO provide proof for each site rule violation.
- DO provide direct links to violations where possible (avoid screenshots).
- If you must provide screenshots or would like to use it as supplementary material:
- DO order screenshots chronologically
- DO include timestamps in screenshots where possible, or caption screenshots with dates
- DO caption screenshots with the TH usernames of all relevant persons participating in the conversation if screenshots are offsite. Please assume that we will not recognise who is who in a conversation or has been mentioned in a conversation from their nicknames.
- If you must provide screenshots or would like to use it as supplementary material:
- DO provide proof of the original transaction for transaction-based disputes
- Provide links or screenshots of WHAT was traded, WHO was involved in the trade, and WHEN the trade occurred
- Provide direct links to any TH characters involved in the trade
- Provide links or screenshots of any related communications you’ve made with the user necessary to prove your claims
- Provide screenshots of PayPal payments including the time, transaction number, and email of the recipient
- Provide screenshots of PayPal chargebacks including the time and transaction number (either the email or the PayPal dashboard works for this)
AVOID:
- AVOID creating tickets with no proof. We require proof to act on any disputes.
- AVOID linking PSA/callout documents as primary evidence
- These can be listed as supplementary evidence, but if it’s many pages long or has unrelated personal disputes mixed in, please summarise it into a point-format list of rule violations with corresponding links to proof.
- AVOID screenshots
- Use links to live evidence where possible, eg. a link to the comment/thread/PM/character.
- Screenshots may be denied as proof if we’re unable to verify legitimacy.
- AVOID screenshot collages (eg. multiple screenshots combined into a single image)
- Screenshots as individual images are easier to read, organise, annotate, and store.
- AVOID making tickets on behalf of other users
- Where possible, please have the affected party create their own ticket; this makes it easier for staff to verify legitimacy of the dispute and ask questions directly to the affected user.