144 posts World Director
  • Elite Author: Sold more than $75,000 on Envato Market
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+6 more
dedalx says

We got serious problems from one of our customers. User bought one of our theme and for some reason he can’t configure it correctly (he got some problems from external plugin Visual Composer that we provided with theme for free). He contacted our support staff with this issue in our ticket system. We don’t provide support for not our plugins and suggest users to contact plugin developers, but we made a exclusion and tryed to help this user – we asked for admin panel access and site url to check user issue. Instead of give access user swear us and our theme and does not provide any details to check issue, then he said that he submitted refund request. Now this user post to our theme comments on Themeforest multiple times with lie and theatening that he will spam again and again that our theme does not work and that we don’t provide any support, etc. He already gives us 1 star rating to theme. (Users who got refund still can give 1 star rating to you and this is very strange. Any competitors can bought your theme 10 times, gives you 10×1 star rating and then REFUND all money!)

Please help us with this strange user! Because Themeforest does not provide any things to help authors with users like this.

Summary – user bought theme, got refund (for working theme!), gives 1 star rating, use theme for free AND KEEP SPAMMING everywhere that we are from hell! And say that he never stop doing this! This is crazy!

I already submitted a ticket #EXV-210-96601, maybe some of TF support can help us to get answer quickly?

1766 posts Don't Worry, Be Happy
  • Has referred 200+ members
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+8 more
FinalDestiny says

Flag those messages. Also if you bundled the plugin in the theme, it should be supported and it’s you that should make sure it works properly, since you advertise it.

Also I doubt he got a refund, refunds are extremely hard to get.

144 posts World Director
  • Elite Author: Sold more than $75,000 on Envato Market
  • Had an item featured on Envato Market
  • Made it to the Authors' Hall of Fame
  • Has sold $250,000+ on Envato Market
+6 more
dedalx says

Of course we tested plugin and it does not have any problems (and our customers use it without any problem). Our theme does not change this plugin behaviour and can’t not work with it (this is not possible). This plugin have 20 000 sales on codecanyon and excellent rating.

This user have local problem for some reason, maybe from some of previous themes that he used with the same plugin and we try to help him, but he does not respond.

Flagging comments does not help, because user already submitted around 10 comments and when I flag it he submit new comments.

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