1088 posts Best-dressed man at PressNomics 2013
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Parallelus
says

I got a 1 star just a bit ago for my latest theme not having enough customization options. :) Have you seen our latest theme? It has so many customization options they’re overwhelming some customers.

I do try and contact every low rating because they typically don’t give enough detail in the reply. The information you can get from a user that has trouble with the theme is very valuable and can really help you make it better. I try not to bother them, but only ask for more details about their experience so we can improve the product for other customers. I’ll usually ask if there is anything I can do to help with any specific issues they might have… I’ve found that most of the time someone giving a 1 star rating has never asked for help. They’re frustrated because they can’t figure something out on their own and to know what it was they couldn’t figure out can be a valuable bit of information to me.

113 posts
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+4 more
djwd
says

Ever been to a fancy restaurant and you’re enjoying your meal but the guy at the next table is sending his food back and asking to see the manager? – it’s the same deal. Everyone has their own opinion, but that opinion only becomes worth something if it creates attention, so don’t give him that attention.

I understand your point of view but that’s something different. I’m not arguing your taste, you can send back your meal because you think it’s bad, not because you can’t find the cutlery on the table.

(and the waiter can’t even reply “hey look! it’s right there under your nose!:bigevilgrin: )

30 posts
  • Has referred 10+ members
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  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+2 more
Spnoy
says

There always are angry costumers who are sad about something weird, and it is good to know what is about then and help theme out or improve our works, I think review is a good start, but it should have some other options on it, like rate the review or is that helpful/not helpful stuff or flagging it by other users. Some of the reviews and ratings that are not fair is really annoying.

498 posts CTLY is not my last name
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+11 more
surjithctly
says

Envato did a big mistake(?) by giving authors the option to see reviews. (or its not perfect as mentioned before)

I got some 1 star before, and i don’t know why, so i was relaxed. And now I know the reason and got angry because of useless(silly) reason.

I’ve never contacted envato support before too often. But after getting these kind of rating, I contacted them twice. (no solution though)

Here is the reply from envato (you could get a copy if you send a support ticket :-) )

I have checked the review provided by your buyer and, unfortunately, the feedback is relevant to the buyer’s experience and is within our community guidelines as a whole.

This system is just the first step to help provide more information to authors about their experience as a buyer. We know there is a lot of hard work that goes into creating an item and finding success on the Marketplaces, and we try to help in any way we can. It’s not easy for anyone!

Although you might not always agree with it, honest and unhindered buyer feedback is valuable and a great way to get insights into over all improvement. This may be an example of this.

We hope that this contributes to the future success as an author. This information is completely private, so we hope that every single comment is considered by you to improve the buyer’s experience in the future.

I hope you understand.

Another one

At this point, we can only remove ratings as long as it has directly infringed our terms for proper behaviour in the marketplace (for example, when inappropriate language is used).

Although you might not always agree with it, honest and unhindered buyer feedback is valuable and a great way to get insights into over all improvement.

Do remember that the ratings comments are private and for your eyes only.

Envato should give an option to reply to ratings that are below 3 stars.

Its not only to get 5 star ratings, but to help customers and make them happy.
745 posts
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  • Has sold $125,000+ on Envato Market
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+8 more
josweb
says

Now i’m rather annoyed that I can’t contact a poor reviewer! Grrrrrr…............. They left a bad rating for a problem they had although not once did they ask for help!

147 posts
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WPEnter
says

Someone complaining about something that obviously works for everyone else :)

True !

628 posts WordPress Gurus!
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+6 more
ThemeBeans
says

If it’s not anonymous (which I think all new reviews since they pushed this) then I go to the user’s profile and see if they’ve set up the contact form or entered a Twitter username.

I hate when someone’s not happy with what they’ve purchased – especially if they’ve never even asked for help. 9/10 times it’s something very novice/mundane that takes one moment to point them in the right direction.

745 posts
  • Became a Top 20 Author of the Month
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Sells items exclusively on Envato Market
+8 more
josweb
says

If it’s not anonymous (which I think all new reviews since they pushed this) then I go to the user’s profile and see if they’ve set up the contact form or entered a Twitter username. I hate when someone’s not happy with what they’ve purchased – especially if they’ve never even asked for help. 9/10 times it’s something very novice/mundane that takes one moment to point them in the right direction.

True, I did that and there wasn’t a contact form. I’m quite annoyed as it’s a simple fix and it’s brought down my average ratings for my new template which has made it to the top sellers list for two weeks running!

I always go above and beyond the call of duty to help but I can’t this time and I’m left with a two star rating for ‘poor documentation’ even though it’s very well documentated and other purchasers have said so!

Oh well, ho hum! :)

191 posts Level Up!
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+6 more
nutzumi
says

I once got 3 stars with complaint about PowerPoint stuff at my email template item :|. I’ve try contact staff and got the same pattern as @surjithctly haha nothing I can do, at least it wasn’t a 1 star rate.

621 posts Don't be so humble - you are not that great.
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plusquare
says

Replies to ratings are indeed fundamental so we can better understand and keep every customer happy.

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