789 posts Magento Elite & Gravity Maker
  • Elite Author
  • Author Level 8
  • United States
  • 5 Years of Membership
+4 more
GravityDept
says

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

381 posts Simple is the new black.
  • Weekly Top Seller
  • Elite Author
  • Author Level 7
  • 5 Years of Membership
+5 more
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.

3535 posts
  • Power Elite Author
  • Author Level 12
  • Trendsetter
  • United States
+13 more
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. :)

2792 posts Bird is the word..
  • Top Monthly Author
  • Trendsetter
  • Weekly Top Seller
  • United States
+11 more
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
  • 5 Years of Membership
  • Affiliate Level 2
  • Author Level 7
  • Collector Level 4
+6 more
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

by
by
by
by
by
by