- Sold between 100 000 and 250 000 dollars
- United States
- Has been a member for 3-4 years
- Referred between 50 and 99 users
- Bought between 1 and 9 items
- Exclusive Author
Always confirm purchases, and politely refuse support if they can’t verify. It’s your policy to define.
- Bought between 100 and 499 items
- Exclusive Author
- Has been a member for 3-4 years
- Referred between 10 and 49 users
- Sold between 10 000 and 50 000 dollars
- United Kingdom
Yep, nothing wrong with that. I have somebody sending me emails claiming to have bought my theme and asking if I can log in to their admin and install a fresh copy from my pc, but everytime I ask for their purchase code they disappear for 3 days. I don’t think he even has a TF account.
- Sold between 250 000 and 1 000 000 dollars
- Community Moderator
- Author was Featured
- Item was Featured
- Bought between 50 and 99 items
- Referred between 1000 and 1999 users
- Has been a member for 3-4 years
- Repeatedly Helped protect Envato Marketplaces against copyright violations
I’ve found that a good diplomatic approach is to request that they “kindly contact me via my contact form from the account you used to purchase the product in order to receive support.”
I’ve actually had several instances where the buyer really did purchase from another account and was logged into the wrong one when they posted – or it is a developer working on a project where the client purchased the product. This way you haven’t accused legitimate buyers of stealing while still refusing to support those who haven’t purchased the product. 
- United States
- Sold between 250 000 and 1 000 000 dollars
- Has been a member for 5-6 years
- Referred between 100 and 199 users
- Bought between 100 and 499 items
- Author was Featured
- Microlancer Beta Tester
- Exclusive Author
sevenspark said
I’ve found that a good diplomatic approach is to request that they “kindly contact me via my contact form from the account you used to purchase the product in order to receive support.” I’ve actually had several instances where the buyer really did purchase from another account and was logged into the wrong one when they posted – or it is a developer working on a project where the client purchased the product. This way you haven’t accused legitimate buyers of stealing while still refusing to support those who haven’t purchased the product.
exactly.
- Bought between 100 and 499 items
- Exclusive Author
- Has been a member for 3-4 years
- Philippines
- Referred between 10 and 49 users
- Repeatedly Helped protect Envato Marketplaces against copyright violations
- Sold between 50 000 and 100 000 dollars
sevenspark said
“kindly contact me via my contact form from the account you used to purchase the product in order to receive support.”
Perfect! I’ll say this from now on 
