50 posts
  • Has been part of the Envato Community for over 1 year
  • Sells items exclusively on Envato Market
  • Located in Canada
  • Has collected 50+ items on Envato Market
barreoblique
says

When you ask a question on a pre-sale item for sale, you expect an answer in how long? For me, if I do not get a reply within 48 hours after my request, I move on.

1739 posts How's the surf doing?
  • Became a Top 20 Author of the Month
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tommusrhodus
says

48 hours sounds very reasonable, though sometimes authors may be on holiday / unable to answer for personal reasons. Though any good author would always answer all backed up tickets / presages questions after that point and usually explain they were away :)

482 posts
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+3 more
FlatKing
says

I’d say that’s reasonable unless you’re asking on a friday afternoon – Some authors don’t work on the weekends! :)

50 posts
  • Has been part of the Envato Community for over 1 year
  • Sells items exclusively on Envato Market
  • Located in Canada
  • Has collected 50+ items on Envato Market
barreoblique
says

I should clarify on the normal business hours (Monday to Friday)

1867 posts The Last Man Standing
  • Elite Author: Sold more than $75,000 on Envato Market
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ImanGM
Moderator
says

^ On normal business hours, I usually reply back my comments in a few hours. Of course usually ;)

2261 posts
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+14 more
revaxarts
says

I have no “normal” business hours. Today i’ve started at 12am, yesterday I stopped at 11pm. Last Saturday I’ve worked till 11pm as well. Sometimes I take a break from Monday to Wednesday so I really can’t say when to expect an answer.

I try to respond asap anyway, no matter which weekday :)

1654 posts Chris Robinson
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+12 more
contempoinc
says

I should clarify on the normal business hours (Monday to Friday)

Mon-Fri I usually respond within an hour tops, I’m constantly refreshing my dashboard checking for new comments.

1399 posts
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+7 more
greenline
says

It’s quite frustrating for someone who wants to start a website in the week-end (for instance) and he/she has to wait until Monday to receive an answer to a pre-sale question.

As an author, I answer the pre-sale questions in maximum 2 hours. No matter which weekday.

As a buyer I don’t wait for answers more than 2-3 hours. If I don’t receive an answer fast enough, usually I buy something else.

1795 posts
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  • Has sold $10,000+ on Envato Market
  • Has been part of the Envato Community for over 5 years
+4 more
plugindistrict
says

I use a phone app to get notified when I have new comments on one of my items, and I answer them right away. If I don’t know the answer off the top of my head, I reply to let them know I’ll look into it as soon as I can.

50 posts
  • Has been part of the Envato Community for over 1 year
  • Sells items exclusively on Envato Market
  • Located in Canada
  • Has collected 50+ items on Envato Market
barreoblique
says

As a buyer I don’t wait for answers more than 2-3 hours. If I don’t receive an answer fast enough, usually I buy something else.

I considered myself a bit harsh with my 48 hours, I see that others are more … :)

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