948 posts How's the surf doing?
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tommusrhodus says

Ok, so with the new ratings system, this has finally happened.

I have responded back and forth with a customer 40 times on a ticket over various issues, including small tweaks, feature requests that were added in updates etc. etc.

Now with each response this buyer seemed to want the theme to be more and more custom to EXACTLY their needs, whether this was possible / part of the theme or not.

When the requests got to the point that I said “Sorry, this is not possible in the theme” they insisted that I’d now “Wasted their time and money”, remember, this is after I’ve given support that covers 40 responses for free, over various issues, plugins, theme customisation etc.

So after being told no, only once, there it is, 1 star & apparently this is a justified 1 star reason:

“I bought this theme and It didn’t full my needs”

Now don’t get me wrong, I believe fully in the ratings system and a customers right to rate as they wish. However, this is conclusive proof that for some buyers the rating system is simply black and white, “keep me happy & get 5 stars, say no, even once, and get 1 star.” (This is the minority of buyers, the rest are truly awesome.)

Here’s my question: What can I now do about this?

EDIT: What we need is some help from Envato regarding situations like this, as I said, 99.9% of buyers are awesome, and I’ll help them all day long with a smile on my face, but I could tell for a while with this buyer that I was being held at ransom of 1 star, and as soon as I say “no”, the hammer falls.

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Anps says

In this case I would become nasty, and send him an nasty mail (not that it would help) but to vent my self. Since this kind of people do not deserve any respect at all! Would sourly like him to see this thread.

This kind of people should got revoked there rights to free downloads for updates, would force him for every update to pay, that would learn them a lesson.

You have my simpaty since this happened to us numerous times.

Good luck!

327 posts just a random dude...
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trendyWebStar says

happened to my couple of times. Worse scenario for me is when someone buys your item just so they can rate it 1 star :s

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fuelthemes says

I would like to be able to report these kind of customers to Envato as well.

One option would be is to press a button to “cut all ties” with the customer by refunding him, and by doing so deny all support requests and remove any ratings given by that customer.

There should be a way to actively handle these type of people.

327 posts just a random dude...
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trendyWebStar says

I would like to be able to report these kind of customers to Envato as well.

One option would be is to press a button to “cut all ties” with the customer by refunding him, and by doing so deny all support requests and remove any ratings given by that customer.

There should be a way to actively handle these type of people.

+1 I had buyers on my 3 previous items, that just made a purchase and gave automatically 1 star.. I don’t know were they fellow authors trying to sabotage my sales or whatever, but it’s just frustrating :)

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bitfade says

One option would be is to press a button to “cut all ties” with the customer by refunding him, and by doing so deny all support requests and remove any ratings given by that customer.

Such feature could be easily abused both sides (authors/buyers). Still, i believe there should be a way for authors to dispute “revenge ratings”.

Flag system like we have in comment would do just fine: in the case of the OP, he could have just attached the ticket history to the complain and the rating would have been removed for sure.

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visualkicks says

it would be nice if there was a support ticket category for rating dispute.. or better yet a simple rating dispute button. We can report comments, why not ratings? After you submit the dispute (I would include links to images to the comments etc) someone at envato can make a final decision.

Obviously this would require additional Envato resources. Something they might not be keen on doing, but I think it’s needed.

948 posts How's the surf doing?
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tommusrhodus says

Flag system like we have in comment would do just fine: in the case of the OP, he could have just attached the ticket history to the complain and the rating would have been removed for sure.

+1

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ImanGM says

Hey,

During the last few months that I have an item in TF, I’ve got only one – 1 star – and it was from a user who did it immediately after he bought the item and finally said that his clients has chosen my item not him and he doesn’t like to work on a theme and is trying to change his client to pay him for custom development…

I would gladly report this since this user account has been disabled a few days later but I don’t think we / Envato can do anything about these issues.

It will make Envato so much works and they can’t judge that the 1 star was fair or not… Anyway I think there are not so many haters in the market and we should only ignore them and hope that those haters don’t purchase our items…

Cheers, Iman

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visualkicks says

Lets be honest here though, 1 star items wouldn’t & shouldn’t ever make it pass the initial review… 2 star items even :/

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