350 posts Gambit
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bfintal says

Hey guys,

There’s a buyer who’s asking for help uploading my theme but he doesn’t have a ‘purchased’ flag on his comment, and the buyer verification link shows “This user has never purchased any of your files.”

Is the data only lagged a bit? Is this normal? Or is the guy not really a buyer? or am I just thinking too much?

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JamiGibbs says

I’ve never had a delay in the verification link (like when they send you a message from your author form). I would say if there’s no verification, then no support. If they insist that they’ve purchased your item, then have them contact support to get the verification link sorted out.

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bfintal says

That’s what I was thinking. I just found it quite weird that the guy was having trouble installing the theme when he hasn’t purchased it yet.

Thanks for the quick reply Jami.

It’s cool that we have the same name :D

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JamiGibbs says

It’s cool that we have the same name :D

Right on! Do you have the same spelling too? I don’t often find someone with the same spelling.

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EugeneO says

From my experience if they have no “purchased” label on their comment they have not bought the item. Earlier this week I had someone asking for support without the purchased label. When I told them they wouldn’t get any support without the purchased label they created a new account and bought the theme through one of my referral links. Not only did they get their support, I made a sale and I also made some extra on the referral.

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bfintal says


It’s cool that we have the same name :D
Right on! Do you have the same spelling too? I don’t often find someone with the same spelling.

Yep! Exact same spelling! yea I haven’t found anyone with that also :D

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bfintal says

From my experience if they have no “purchased” label on their comment they have not bought the item. Earlier this week I had someone asking for support without the purchased label. When I told them they wouldn’t get any support without the purchased label they created a new account and bought the theme through one of my referral links. Not only did they get their support, I made a sale and I also made some extra on the referral.

Nice! That’s good to know, I thought it might be a bit rude to tell a (maybe) buyer that they haven’t bought the theme.

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Thecodingdude says

It means they might of got it from a source which isn’t on the side of the law :)

Anyway, I would either:

1) Get them to contact support, and if they really have brought it, they can show you screenshot of their account with your file.

2) Reply, and be kind :) – Why not? Make it your free treat of the day :D

Heck, I got an entire software package for free once because I didn’t have any money (it was called trailer voice), now that is kind.

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cudazi Envato team says

Sometimes people do run two accounts and contact you with the wrong one or using their client’s account but asking them to use the account that purchased the file usually straightens it up. Or, like EugeneO said, you may get a sale and contact shortly after if they “borrowed” the theme from somewhere…

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bfintal says

Thanks guys, he’s getting it resolved now with support. According to him, he lost his login details.

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