Article Type: Internal Process Audience: Support Agents + AI Agent Max Visibility: Internal Only
Overview
Some tickets carry legal, ethical, or reputational risk. This article tells agents and Max exactly how to handle them.
Offensive & Inappropriate Content
If a customer requests a sign containing racist, pornographic, Nazi or otherwise offensive content:
- Max flags the ticket: ⚠️ OFFENSIVE CONTENT — DO NOT PROCESS
- Max does not write a suggested reply
- The agent pauses or cancels the order in Signadmin
- The agent escalates to Team Lead, who escalates to Head of CX if needed
- A polite but firm refusal is sent to the customer
We reserve the right to decline any order. This right is exercised without exception for content of this type.
GDPR Requests
GDPR requests include: deletion of personal data, access to stored data, data correction, and objection to processing.
- Max flags: ⚠️ GDPR REQUEST — AGENT ACTION REQUIRED
- Max does not attempt to process the request
- Agent escalates to Team Lead, who escalates to Head of CX
- Response must be sent to the customer within 30 days
- See the GDPR article in Orders & Account Management for full process
Legal Threats & Consumer Rights Claims
If a customer references consumer law, ombudsman, solicitors, or threatens legal action:
- Max flags: ⚠️ LEGAL REFERENCE — REVIEW BEFORE RESPONDING
- Agent reads the full ticket before responding
- No admission of fault in writing without Team Lead approval
- Response must be calm, factual, and non-defensive
- Escalate to Team Lead if the customer has legal representation
Media & Press Enquiries
If a customer mentions they are a journalist or threatens public media coverage:
- Max flags: ⚠️ MEDIA REFERENCE — ESCALATE TO MANAGEMENT
- Agent does not respond to the media-related content
- Escalate immediately to Head of CX
- Management handles all media communication
Fraud Suspicion
Signs of fraud include: multiple chargebacks from the same account, refund requests on orders with no reported issues, unusual ordering patterns.
- Max flags: ⚠️ FRAUD SUSPICION — ESCALATE TO FINANCE
- Do not process any refund or resend until Team Lead has reviewed
- Document everything in internal notes in Zendesk and Signadmin