Unfortunately, even though CGC (their comics grading business) has been around for years and they made some hires from BGS, this group is still a start up and seems to have missed leveraging off the lessons learned and processes used in the more mature businesses.
Case in point #1: Sent in books to CGC at the same time as cards to CSG. The comic book side has links to the shipping tracking info when I click on the link of "shipped". My cards were just listed as "shipped" and showed up in my mailbox 5 business days after marked as "shipped". The comic side allows me to see the grader's notes as why a book got the grade. Nothing like that on the card side.
Case in point #2: Conflicts within their own policies their "Legal Terms and Conditions"
https://www.csgcards.com/legal/terms-and-conditions/
#13.
A Company has the right in its sole discretion to reject any collectibles submitted for Services in cases where the submitted collectibles do not comply with a Company’s then-current standards and procedures set forth on its website. Because even collectibles that are ultimately rejected must still be received, tracked and examined, fees for Services shall not be refunded for such rejected collectibles.
This statement clearly conflicts with what Matt G posted above regarding "SU"