330 posts Keeping Things Simple
  • Became a Top 20 Author of the Month
  • Had an item that was trending
  • Had an item that became a weekly top seller
  • Has been part of the Envato Community for over 3 years
+10 more
cmoreira
says

He couldn’t comment beacuse
The person that purchase this file is away and is not around via a PC at this time.
So, seems this person came back and did what he did. :-)

Ah, makes sense :)

I know my opinion comes late, but in these cases I always give the benefit of the doubt. I try to trust the costumer. I’ve had similar situations in the past and most of the times they were actual costumers. I think the main problem in your situation was that the emails didn’t get though, which created the miscommunication problem.

I think you should open a ticket on envato support, complaining that the messages from this specific user didn’t get through (they track messages, so they will know if the user tried to send a message even if it didn’t get through). And explaining also that this lead to a communication problem that lead to a negative rating that could have been avoided. This won’t solve anything but we should make envato aware that there are messages not getting through.

In your current situation now, depending on what the user still needs, if it’s in your reach to solve it and inside your support scope, I would provide support and possibly turn that 1 star into a 5 star. If not, one can live perfectly fine with a couple of 1 star ratings :) But I think the user could understand that in the end it was a problem with the Envato messaging system and purchase verification that caused a miscommunication problem.

Good luck! Cheers

378 posts
  • Became a Top 20 Author of the Month
  • Elite Author: Sold more than $75,000 on Envato Market
  • Had an item that became a weekly top seller
  • Had an item that was trending
+7 more
halfdata
says

Thanks for your advices. Finally I provided support. It took me couple minutes.
Regarding 1 star. Actually, I don’t care. I know, it is not honest rating (because problem was not in my plugin) – that’s enough for me. :-)

6226 posts
  • Sells items exclusively on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Has been part of the Envato Community for over 6 years
+12 more
VF
says

Thanks for your advices. Finally I provided support. It took me couple minutes.
Regarding 1 star. Actually, I don’t care. I know, it is not honest rating (because problem was not in my plugin) – that’s enough for me. :-)

Great! This is one solid example of 1 Star rating being made 100% based on support response rather than item quality. To be precise, this is a case of “Support on time!”

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