Article Type: Internal Process Audience: Support Agents + AI Agent Max Visibility: Internal Only
Overview
We reserve the right to refuse any order whose content we deem offensive, discriminatory, or harmful. This right is exercised without exception. This article defines what qualifies as unacceptable content and exactly what to do when you encounter it.
What Qualifies as Unacceptable Content
- Racist, xenophobic, or discriminatory language or imagery
- Nazi symbols, SS runes, or references to National Socialism
- Pornographic or sexually explicit content
- Content that promotes violence, hate, or harm toward individuals or groups
- Content that mocks, degrades, or targets people based on ethnicity, religion, gender, sexuality, or disability
If you are unsure whether content crosses the line, escalate to Team Lead — do not proceed with production.
What to Do — Step by Step
- Do not produce the order — pause or cancel it in SignAdmin immediately
- Add an internal note in Zendesk documenting what the content was and why it was refused
- Escalate to Team Lead — notify via Slack with the ticket number
- Team Lead escalates to Head of CX if needed
- Send a polite but firm refusal to the customer once Team Lead has approved the response
Refusal Response — Template
Keep the response neutral and professional. Do not go into detail about the specific content. Example:
"Thank you for your order. After reviewing your design, we are unfortunately unable to produce this item as it does not meet our content guidelines. We have cancelled your order and issued a full refund. Please do not hesitate to contact us if you have any questions."
Adapt to the correct language and tone for the market. See Tone of Voice articles in Section 1.4.