Customer Support's reponse to multiple questions about user reporting
Greetings Shadows players,
This post is to report back on answers to questions I asked to Customer Support regarding user reports. I contacted them following a discussion under another post. My main intent was to inquire about griefing mainly since it has always been an issue, and rigging battles since there used to be some players who did that in ranked battles, but I also asked about other subjects I was curious about.
Results are not exciting but it's there if you were wondering about some of these questions yourselves:
1. How are investigations operated? Do you keep a record of past actions made by players so you are able to check them later in case of a report? If yes, does that include actions done in battle? Are recordings of battles even important useful to you in that case?
> ・Investigations are conducted based on information provided by users. > > ・We do not disclose detailed investigation methods, so we cannot answer this question.
2. Why not disclose the results of an investigation following a user report? I am used to other online games being public about reports and their results, so I'm curious about why Shadows isn't.
> ・For privacy protection and other reasons, we refrain from providing individual updates.
3. What actions can be taken against misbehaving players? Sending warnings? Temporary account block? Bans? Restriction of some features?
> ・If our investigation determines a violation of the terms of service, actions may include account suspension, depending on the circumstances. > > ・We do not disclose details regarding specific actions, so we cannot answer this.
4. What exactly counts as a violation that can be reported through the User Reporting form? It is particularly important for me to know the answer to this question, because I'd like to know whether I should keep reporting behaviors such as rigging battles/griefing. Section 4k of the User Agreement (Nintendo Code of Conduct) states "k) Engaging in any conduct disrupting or diminishing the game experience for other users of the Digital Product; in particular, engaging in any behaviour that endangers the gaming and usage experience of other users". I would assume from this definition that rigging/teamkilling are not tolerated, but I'd like to hear it from you.
> ・This refers to all prohibited acts specified in the terms of service for Nintendo Account and within this app. > > ・While this includes the content you have confirmed, we make a comprehensive determination as to whether a specific act constitutes a violation based on factors such as intent and circumstances at the time.
5. As a follow-up to the previous question, do these specific behaviors count as violations?
A. Does griefing/teamkilling count as a violation? I define griefing/teamkilling as voluntarily attacking a player that you know is your ally with the intent to lose the battle or make them lose rewards (there are strategies involving damaging yourself or allies, like triggering Crow Sword/Solo Merc Axe, but that's not what this is about).
B. Does rigging battles count as a violation? I define rigging as having two disciples, be it one person behind the accounts or two people coordinating through means outside of Shadows, of different roles acting to have a specific side win, typically the Shadow.
> ・As with point 4, we make a comprehensive determination as to whether a specific act constitutes a violation based on factors such as intent and circumstances at the time. > > ・As noted above, we cannot definitively determine in advance that a specific instance constitutes a violation. However, if you feel an action may violate the terms of service, please continue to report it. > > ・Please rest assured that we are reviewing all reports submitted by users.
In conclusion... not much that we did not already know. Whether something constitues a violation and what actions are taken against violations is entirely up to IS, without revealing further details. I don't get from these answers that rigging and griefing are considered as serious violations.
I still choose to believe that you should report players who commit rigging and griefing. I am assuming that when multiple players complain about another misbehaving player, IS does notice and does take action... behind the curtains... I hope...
Hope this helped!