[WIP] Make reviewer/decision email copy more empathetic and constructive

src/olympia/abuse/templates/abuse/emails/ContentActionApproveInitialDecision.txt

@@ -1,23 +1,23 @@
 Hello,
 
 {% if is_listing_rejected %}
-Your {{ type }} has been approved for distribution, but the listing on Mozilla Add-ons remains unavailable until you address the violations and request a further review.  You can edit it at {{ target_url }}.
+Good news, your {{ type }} has been approved for distribution. Its listing on Mozilla Add-ons will stay unavailable until the outstanding issue(s) are resolved; once you've made the updates, request a further review and we'll take another look. You can edit it at {{ target_url }}.
 {% elif not auto_approval %}
-Your {{ type }} has been approved on Mozilla Add-ons and it is now available at {{ target_url }}.
+Good news, your {{ type }} has been approved on Mozilla Add-ons and is now available at {{ target_url }}.
 {% else %}
-Your {{ type }} has been automatically screened and tentatively approved. It is now available at {{ target_url }}.
+Thanks for your submission. Your {{ type }} has passed our automated screening and is tentatively approved. It's now available at {{ target_url }}.
 
-Your add-on can be subject to human review at any time. Reviewers may determine that it requires changes or should be removed. If that occurs, you will receive a separate notification with details and next steps.
+Add-ons may be reviewed by a person at any time, and a reviewer may ask for changes or determine that an add-on should be removed. If that happens, we'll send you a separate message with the details and clear next steps.
 {% endif %}
 {% if version_list %}Approved versions: {{ version_list }}
 {% endif %}
 {% if manual_reasoning_text %}Comments: {{ manual_reasoning_text }}.{% endif %}
 
 {% if has_attachment %}
-An attachment was provided. {% if dev_url %}To respond or view the file, visit {{ dev_url }}.{% endif %}
+A reviewer has attached a file. {% if dev_url %}You can view it or reply by visiting {{ dev_url }}.{% endif %}
 
 {% endif %}
-Thank you.
+Thank you, and thanks for building for Firefox.
 
 More information about Mozilla's add-on policies can be found at {{ policy_document_url }}.
 

src/olympia/abuse/templates/abuse/emails/ContentActionApproveListingContent.txt

@@ -1,19 +1,19 @@
 Hello,
 
-Previously, your {{ type }} was suspended/removed from Mozilla Add-ons, based on a finding that you had violated Mozilla's policies.
+Your {{ type }} had previously been suspended or removed from Mozilla Add-ons following a review of our policies.
 
 {% if is_public %}
-We have now determined that your content is within policy, and based on that determination, we have restored your {{ type }}. It is now available at {{ target_url }}.
+We've taken another look and determined that your content is within policy. We've restored your {{ type }}, and it's now available again at {{ target_url }}.
 {% else %}
-We have now determined that your content is within policy, and based on that determination, we have re-enabled your {{ type }}.  See {{ target_url }} for more information on its availability.
+We've taken another look and determined that your content is within policy. We've re-enabled your {{ type }}; see {{ target_url }} for more on its availability.
 {% endif %}
 {% if manual_reasoning_text %}{{ manual_reasoning_text }}. {% endif %}
 
 {% if has_attachment %}
-An attachment was provided. {% if dev_url %}To respond or view the file, visit {{ dev_url }}.{% endif %}
+A reviewer has attached a file. {% if dev_url %}You can view it or reply by visiting {{ dev_url }}.{% endif %}
 
 {% endif %}
-Thank you.
+Thank you for your patience.
 
 More information about Mozilla's add-on policies can be found at {{ policy_document_url }}.
 

src/olympia/abuse/templates/abuse/emails/ContentActionBanUser.txt

@@ -1,8 +1,8 @@
 {% extends "abuse/emails/base.txt" %}{% block content %}
-Your account on {{ SITE_URL }} was manually reviewed by the Mozilla Add-ons team, {% if is_third_party_initiated %}based on a report we received from a third party{% else %}in an assessment of your account activity that we performed on our own initiative{% endif %}.
+Your account on {{ SITE_URL }} was manually reviewed by the Mozilla Add-ons team, {% if is_third_party_initiated %}after a report we received from a third party{% else %}as part of an assessment of your account activity that we carried out on our own initiative{% endif %}.
 
 Our review found that your user profile violates the following Mozilla policy or policies:
 {% include 'abuse/emails/includes/policies.txt' %}
 
-Based on that finding, your account on Mozilla Add-ons has been suspended. You will not be able to log in, and any content you previously submitted will no longer be displayed. This suspension applies globally, and is permanent. Users who have previously installed your add-ons will be able to continue using them.
+As a result, your account on Mozilla Add-ons has been suspended. You won't be able to log in, and content you previously submitted will no longer be displayed. This suspension is permanent and applies worldwide. Users who already installed your add-ons can continue using them.
 {% endblock %}

src/olympia/abuse/templates/abuse/emails/ContentActionChangePendingRejectionDate.txt

@@ -1,6 +1,6 @@
 {% extends "abuse/emails/base.txt" %}{% block content %}
 
-As you are aware, your {{ type }} {{ name }} was manually reviewed by the Mozilla Add-ons team, at which point we found a violation of one or more Mozilla add-on policies.
+We're writing about your {{ type }} {{ name }}, which our team reviewed and found to conflict with one or more Mozilla add-on policies.
 
-Our previous correspondence indicated that you would be required to correct the violation(s) by {{ details.old_deadline }}. However, after further assessing the circumstances - including the violation itself, the risks it presents, and the steps required to resolve it - we have determined that an alternative timeline is appropriate. Based on that determination, we have updated the deadline, and will now require you to correct your add-on violations no later than {{ details.new_deadline }}.
+Our earlier message asked you to resolve the issue(s) by {{ details.old_deadline }}. After taking another look at the circumstances, including the issue itself, the risks it presents, and the steps needed to resolve it, we've decided a different timeline is appropriate. Your new deadline to bring your add-on into compliance is {{ details.new_deadline }}.
 {% endblock %}

src/olympia/abuse/templates/abuse/emails/ContentActionDeleteCollection.txt

@@ -1,8 +1,8 @@
 {% extends "abuse/emails/base.txt" %}{% block content %}
-Your collection {{ name }} was manually reviewed by the Mozilla Add-ons team, {% if is_third_party_initiated %}based on a report we received from a third party{% else %}in an assessment performed on our own initiative{% endif %}.
+Your collection {{ name }} was manually reviewed by the Mozilla Add-ons team, {% if is_third_party_initiated %}after a report we received from a third party{% else %}as part of an assessment we carried out on our own initiative{% endif %}.
 
-Our review found that your content violates the following Mozilla policy or policies:
+Our review found that your content conflicts with the following Mozilla policy or policies:
 {% include 'abuse/emails/includes/policies.txt' %}
 
-Based on that finding, your collection has been permanently removed from {{ SITE_URL }}, and is no longer visible anywhere in the world.
+As a result, your collection has been permanently removed from {{ SITE_URL }} and is no longer visible anywhere in the world.
 {% endblock %}

src/olympia/abuse/templates/abuse/emails/ContentActionDeleteRating.txt

@@ -1,8 +1,8 @@
 {% extends "abuse/emails/base.txt" %}{% block content %}
-Your rating {{ name }}, was manually reviewed by the Mozilla Add-ons team, {% if is_third_party_initiated %}based on a report we received from a third party{% else %}in an assessment performed on our own initiative{% endif %}.
+Your rating {{ name }} was manually reviewed by the Mozilla Add-ons team, {% if is_third_party_initiated %}after a report we received from a third party{% else %}as part of an assessment we carried out on our own initiative{% endif %}.
 
-Our review found that the text contained in your rating violates the following Mozilla policy or policies:
+Our review found that the text in your rating conflicts with the following Mozilla policy or policies:
 {% include 'abuse/emails/includes/policies.txt' %}
 
-Based on that finding, your rating has been permanently removed from {{ SITE_URL }}, and is no longer visible anywhere in the world.
+As a result, your rating has been permanently removed from {{ SITE_URL }} and is no longer visible anywhere in the world.
 {% endblock %}

src/olympia/abuse/templates/abuse/emails/ContentActionDisableAddon.txt

@@ -1,8 +1,11 @@
 {% extends "abuse/emails/base.txt" %}{% block content %}
-Your {{ type }} {{ name }} was manually reviewed by the Mozilla Add-ons team {% if is_third_party_initiated %}based on a report we received from a third party{% else %}in an assessment performed on our own initiative of content that was submitted to Mozilla Add-ons{% endif %}.
+Thank you for submitting {{ type }} {{ name }} to Mozilla Add-ons. Our team carried out a manual review {% if is_third_party_initiated %}— prompted by a report we received from a third party —{% else %}— on our own initiative, on content submitted to Mozilla Add-ons —{% endif %}and found that some of your content doesn't meet our policies.
 
-Our review found that your content violates the following Mozilla policy or policies:
+Specifically, your content conflicts with the following Mozilla policy or policies:
 {% include 'abuse/emails/includes/policies.txt' %}
 
-Based on that finding, your {{ type }} has been permanently disabled on {{ target_url }} and is no longer available for download from Mozilla Add-ons, anywhere in the world. {% if is_addon_being_blocked %}In addition, in some cases, users who have previously installed the add-on won't be able to continue using it.{% else %}Users who have previously installed your add-on will be able to continue using it.{% endif %}
+As a result, your {{ type }} has been disabled on {{ target_url }} and is no longer available for download from Mozilla Add-ons anywhere in the world. {% if is_addon_being_blocked %}In some cases, users who already installed the add-on may no longer be able to use it.{% else %}Users who already installed your add-on can continue using it.{% endif %}
 {% endblock %}
+
+NOTES: Softened framing; disablement kept as a clear factual outcome. (Consider keeping
+the word "permanently" if Policy/Legal prefers it explicit.)

src/olympia/abuse/templates/abuse/emails/ContentActionRejectListingContent.txt

@@ -1,10 +1,10 @@
 {% extends "abuse/emails/base.txt" %}{% block content %}
-Your {{ type }} {{ name }} was manually reviewed by the Mozilla Add-ons team {% if is_third_party_initiated %}based on a report we received from a third party{% else %}in an assessment performed on our own initiative of content that was submitted to Mozilla Add-ons{% endif %}.
+Thank you for submitting {{ type }} {{ name }} to Mozilla Add-ons. Our team carried out a manual review {% if is_third_party_initiated %}— prompted by a report we received from a third party —{% else %}— on our own initiative, on content submitted to Mozilla Add-ons —{% endif %}and found that some of your listing content doesn't meet our policies.
 
-Our review found that your listing content violates the following Mozilla policy or policies:
+Specifically, your listing content conflicts with the following Mozilla policy or policies:
 {% include 'abuse/emails/includes/policies.txt' %}
 
-Based on that finding, your {{ type }} listing has been removed on {{ target_url }}, so your {{ type }} is no longer available for download from Mozilla Add-ons, anywhere in the world, until you address the violations and request a further review.
+As a result, your {{ type }} listing has been removed on {{ target_url }}, so your {{ type }} is not available for download from Mozilla Add-ons anywhere in the world until the issue is resolved. Once you've updated the listing, please request a further review and we'll take another look.
 
-The approval status of any versions are unchanged, and users who have previously installed your add-on will be able to continue using it.
+The approval status of your versions is unchanged, and users who already installed your add-on can continue using it.
 {% endblock %}

src/olympia/abuse/templates/abuse/emails/ContentActionRejectVersion.txt

@@ -8,5 +8,5 @@ Affected versions: {{ version_list }}
 
 Based on that finding, those versions of your {{ type }} have been disabled on {{ target_url }} and any public version affected will no longer be available for download from Mozilla Add-ons, anywhere in the world. {% if is_addon_being_blocked %}In addition, in some cases, users who have previously installed those versions won't be able to continue using them.{% else %}Users who have previously installed those versions will be able to continue using them.{% endif %}
 
-{% if is_addon_enabled %}You may upload a new version which addresses the policy violation(s).{% endif %}
+{% if is_addon_enabled %}We'd be glad to see {{ name }} back on Mozilla Add-ons. Once you've addressed the policy issue(s) above, you can upload a new version, and we'll take another look.{% endif %}
 {% endblock %}

src/olympia/abuse/templates/abuse/emails/ContentActionRejectVersionDelayed.txt

@@ -6,5 +6,5 @@ Our review found that your content violates the following Mozilla policy or poli
 
 Affected versions: {{ version_list }}
 
-Based on that finding, those versions of your {{ type }} will be disabled on {{ target_url }} in {{ delayed_rejection_days }} day(s). Once disabled, any public version affected will no longer be available for download from Mozilla Add-ons, anywhere in the world, but any compliant versions will remain in place, and you may choose to upload a new version that addresses the policy violation. Users who have previously installed the disabled versions will be able to continue using them.
+To give you time to resolve this, those versions of your {{ type }} will be disabled on {{ target_url }} in {{ delayed_rejection_days }} day(s). Once disabled, any affected public version will no longer be available for download from Mozilla Add-ons anywhere in the world. Any compliant versions will stay in place, and you're welcome to upload a new version that addresses the policy issue(s) before the deadline. Users who already installed the disabled versions can continue using them.
 {% endblock %}

src/olympia/abuse/templates/abuse/emails/ContentActionTargetAppealApprove.txt

@@ -1,22 +1,22 @@
 Hello,
 
-Previously, your {{ type }} was suspended/removed from Mozilla Add-ons, based on a finding that you had violated Mozilla's policies.
+Your {{ type }} had previously been suspended or removed from Mozilla Add-ons following a review of our policies.
 
 {% if is_public %}
-  {% if not is_override %}After reviewing your appeal, we{% else %}We have now{% endif %} determined that the previous decision was incorrect, and based on that determination, we have restored your {{ type }}. It is now available at {{ target_url }}.
+  {% if not is_override %}Thank you for appealing. After taking another look, we've{% else %}We've taken another look and{% endif %} determined that the earlier decision was incorrect. We've restored your {{ type }}, and it's now available again at {{ target_url }}.
 {% elif is_listing_rejected %}
-  {% if not is_override %}After reviewing your appeal, we{% else %}We have now{% endif %} determined that the previous decision was incorrect, and based on that determination, we have re-enabled your {{ type }}. The listing on Mozilla Add-ons remains unavailable however, until you address the violations and request a further review. You can edit it at {{ target_url }}.
+  {% if not is_override %}Thank you for appealing. After taking another look, we've{% else %}We've taken another look and{% endif %} determined that the earlier decision was incorrect, and we've re-enabled your {{ type }}. Its listing on Mozilla Add-ons will stay unavailable until the outstanding issue(s) are resolved; once you've made the updates, request a further review and we'll take another look. You can edit it at {{ target_url }}.
 {% else %}
-  {% if not is_override %}After reviewing your appeal, we{% else %}We have now{% endif %} determined that the previous decision was incorrect, and based on that determination, we have re-enabled your {{ type }}. See {{ target_url }} for more information on its availability.
+  {% if not is_override %}Thank you for appealing. After taking another look, we've{% else %}We've taken another look and{% endif %} determined that the earlier decision was incorrect, and we've re-enabled your {{ type }}. See {{ target_url }} for more on its availability.
 {% endif %}
 
 {% if manual_reasoning_text %}{{ manual_reasoning_text }}. {% endif %}
 {% if version_list %}
-The following versions were reinstated: {{ version_list }}.
-Please note that these versions may be removed again in the future, if additional policy violations are discovered. {% endif %}
+The following versions have been reinstated: {{ version_list }}.
+Please note these versions could be reviewed again in the future if further policy issues come to light. {% endif %}
 
 {% if has_attachment %}
-An attachment was provided. {% if dev_url %}To respond or view the file, visit {{ dev_url }}.{% endif %}
+A reviewer has attached a file. {% if dev_url %}You can view it or reply by visiting {{ dev_url }}.{% endif %}
 
 {% endif %}
 Thank you.

src/olympia/abuse/templates/abuse/emails/ContentActionTargetAppealRemovalAffirmation.txt

@@ -1,12 +1,12 @@
 Hello,
 
-Previously, your {{ type }} was suspended/removed from Mozilla Add-ons, based on a finding that you had violated Mozilla's policies.
+Your {{ type }} had previously been suspended or removed from Mozilla Add-ons following a finding that it did not meet Mozilla's policies.
 
-After reviewing your appeal, we determined that it did not provide sufficient basis to overturn our earlier finding that your {{ type }} violates Mozilla's policies. {% if manual_reasoning_text %}{{ manual_reasoning_text }}. {% endif %}Based on that determination, we have denied your appeal, and will not reinstate your {{ type }}.
-{% if is_addon_enabled %}If you submit a new version of this add-on (or have already done so), that version will be evaluated separately.{% endif %}
+Thank you for appealing. After carefully reviewing your appeal, we found that it did not provide a sufficient basis to overturn our earlier finding, and the original decision stands. {% if manual_reasoning_text %}{{ manual_reasoning_text }}. {% endif %}For that reason, we are unable to reinstate your {{ type }}.
+{% if is_addon_enabled %}If you submit a new version of this add-on (or have already done so), that version will be reviewed separately on its own merits.{% endif %}
 
 {% if has_attachment %}
-An attachment was provided. {% if dev_url %}To respond or view the file, visit {{ dev_url }}.{% endif %}
+A reviewer has attached a file. {% if dev_url %}You can view it or reply by visiting {{ dev_url }}.{% endif %}
 
 {% endif %}
 More information about Mozilla's add-on policies can be found at {{ policy_document_url }}.

src/olympia/abuse/templates/abuse/emails/base.txt

@@ -2,10 +2,10 @@ Hello,
 
 {% block content %}{% endblock %}
 
-More information about Mozilla's add-on policies can be found at {{ policy_document_url }}.
-{% if appeal_url %}If you believe that you did not violate Mozilla's policies, or that this decision was otherwise made in error, you have the right to appeal this decision within 6 months from the date of this email. See {{ appeal_url }} for details on the appeal process, including how to file an appeal for this specific decision. You may also choose to have this decision reviewed by a third party neutral arbiter, or to seek judicial redress in a court of law.{% endif %}
+You can find more information about Mozilla's add-on policies at {{ policy_document_url }}.
+{% if appeal_url %}If you believe this content is within Mozilla's policies, or that this decision was made in error, you have the right to appeal within 6 months from the date of this email. See {{ appeal_url }} for details on the appeal process, including how to file an appeal for this specific decision. You may also choose to have this decision reviewed by a third-party neutral arbiter, or to seek judicial redress in a court of law.{% endif %}
 
-Thank you for your attention.
+Thank you, and we're happy to help if anything is unclear.
 
 [{{ reference_id }}]
 --

src/olympia/abuse/templates/abuse/emails/includes/policies.txt

@@ -5,6 +5,6 @@
 {% if manual_reasoning_text %}{{ manual_reasoning_text|safe }}. {% endif %}
 
 {% if has_attachment %}
-An attachment was provided. {% if dev_url %}To respond or view the file, visit {{ dev_url }}.{% endif %}
+A reviewer has attached a file. {% if dev_url %}You can view it or reply by visiting {{ dev_url }}.{% endif %}
 
 {% endif %}