Even so, let's analyze this.
"Your model has been rejected because there are 2 models connected with a sprue. We have drafted a set of design guidelines and introduced material pricing based on what we do and to truly reflect the cost. We do not allow multiple shells in Brass and we feel that adding a sprue is just a workaround."
"Your model has been rejected because there are 2 models connected with a sprue." There is no way to know if that is a sprue or a design element. However, it doesn't matter because this is perfectly acceptable with a sprue!
"We have drafted a set of design guidelines and introduced material pricing based on what we do and to truly reflect the cost." This person has not memorized the design guidelines because if they had them correctly in mind they would have never thought that there was a violation in the model.
"We do not allow multiple shells in Brass and we feel that adding a sprue is just a workaround." They have a compound error here since it has been the case for years that designers are allowed to use multiple shells. Quote from the design guidelines,
"Multiple parts per model file? No, except single pairs of mirrored or identical parts such as earrings and cufflinks." Also, it has been the case for years that we are allowed to use sprues in any way we please as long as the metal can flow freely to fill the whole casting.
What I see happening here is the employee simply doesn't know how Shapeways has been operating for years now and needs to study up on the various design guidelines before making more errant rejections and causing havoc.
IF!! If that even is an employee of Shapeways. People tend to be naive when it comes to the ways hackers can cause manipulations of websites and email without ever being detected.