777 posts Magento Elite & Gravity Maker
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GravityDept
says

Always confirm purchases, and politely refuse support if they can’t verify. It’s your policy to define.

372 posts Simple is the new black.
  • Elite Author: Sold more than $75,000 on Envato Market
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PaulWinslow
says

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.

3530 posts
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sevenspark
Moderator
says

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. :)

2624 posts Bird is the word..
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jonathan01
says

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.

350 posts Gambit
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bfintal
says

“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 :D

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