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ImanGM 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.

I think it’s not possible. When we are reporting a comment, the reviewer can easily understand if this comment is offending or not. But when it comes to rating. They can’t do this. They can’t investigate if it was because of support or any thing else…

It’s not a simple thing that we ask Envato to help us about it…

Cheers, Iman

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tommusrhodus says

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…

As I mentioned, I think 99.9% of buyers here are awesome, great people who are normally thrilled with getting any support at all, and I love every single one of them.

My issue here isn’t with a hater or similar, it’s with someone that I’ve spent hours supporting already, for items that I wouldn’t really have called fair support in the first place (small CSS tweaks, functionality for ‘client’ etc.)

After a while in the ticket I got the feeling that I was being held at ransom to ensuring that every answer was met with “Yes” no matter how specific / not included in the theme.

So really, if you want to buy a theme and instantly rate it 1 star, there’s nothing we can do, but to throw the toys out of the pram after being told “no” for the first time in a 40 comment thread is simply unfair / wasting my time that I’d prefer to spend with buyers who truly appreciate my help.

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pezflash says

I don’t think “revenge ratings” should be flagged and removed. Users have freedom to ask and claim, even when it’s out of proportions and logic, and we authors have freedom to not even answer their questions when we realise (the experience with support takes a while, though) that some type of clients will never be satisfied or happy with a product nor service given.

This is the reason of a rating system, cos even when this type of client is sometimes out-of-logic or even agressive (or whatever), the true is that he is no happy with the product. If the product is good, and support is fine too, other good ratings will make that non-sense bad rate negligible.

Maybe the point here is that we are all used to excessive high rating average, being a such crowded marketplace.

Just my opinion…

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FlatKing says

The clear issue before is that people were using the 1 star rating to get custom work and more one on one help. Now we have the ability to see it’s revenge rating in black and white.

This rating should be clearly revoked. If I had a similar client I would be more than happy to never allow them to buy one of my items again.

Amazon ban an account for sending back X amount of products as you have every opportunity to research the product and check it’s flaws

If you’ve got a live preview and a basic knowledge of WordPress you should be able to see what it’ll be like to work with – even more so with HTML templates

There is always going to be that “one” that tries to ruin everyone’s fun. It would be nice to see what envato are actually going to do as many buyers have come out and said rating means everything so with that knowledge everyone knows that going from a 5 star to a 4 star on a new item is potentially destructive.

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FlatKing says

I don’t think “revenge ratings” should be flagged and removed. Users have freedom to ask and claim, even when it’s out of proportions and logic, and we authors have freedom to not even answer their questions when we realise (the experience with support takes a while, though) that some type of clients will never be satisfied or happy with a product nor service given.

This is the reason of a rating system, cos even when this type of client is sometimes out-of-logic or even agressive (or whatever), the true is that he is no happy with the product. If the product is good, and support is fine too, other good ratings will make that non-sense bad rate negligible.

Maybe the point here is that we are all used to excessive high rating average, being a such crowded marketplace.

Just my opinion…

I think I would agree with your point if buyers could see the rating seeing a 4 star rated item might be a big put off but seeing a 1 star rating next to it saying “I don’t like WordPress themes” might make them ignore the face it’s a 4 star

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tommusrhodus says

^@pezflash – extremely well made point, this is definitely true:

“we are all used to excessive high rating average”

The main issue I have here was the increasing specificity of the support requests, where functionality was being questioned to a point where it was clear there was a driving force behind the buyer (likely their ‘Client’) that was asking for extremely specific functionality that the theme simply doesn’t have, and doesn’t claim to have. In this case the buyer was disappointed by their own overly high expectations, and/or items that they had promised to their client that they could no longer follow up on.

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Dream-Theme says

IMO most simple and elegant solution would be making ratings/reviews public.

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hogash says

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”

It’s obvious he’s an idiot by giving a 1 star rating for thease reasons. He could’ve said about quality, support etc. however in this case he’s just an a**hole. By his judgement you could’ve given the item for free and he would’ve still comment on this.

As for you, i’d recommend not to sweat too much, it’s just not worth it. If that’s how he sees things it’s his world his problem and there’s really nothing you (and we as authors) can do. Perhaps it could be useful to have a “require staff reply” or something like this but i’m sure it would be really abused.

Whatever you do, no matter how qualitative your work could be, there’s always these kind of people that will do this, but the other 98% will always rate the theme as it deserves. Also i saw that buyers don’t necessarily look for 5 stars items, if the item has 4 stars they will just check the comments and see the complaints.

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ImanGM says

I agree with @Dream-Theme. If the ratings go public, then other clients will find out that the problem was with the 1 star rater not the item or author…

Actually I think it will go public soon. (On of the staff told this on another thread).

I have a stupid solution for this :D We can make a secret thread for Authors, and list the one star rater (Those who give one star in a similar case of Tommus or the users who only purchase an item to give it a 1 star). Then other authors don’t provide support to the users in blacklist :D

This way we can revenge their unfair rating :D

Cheers, Iman

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greenline says

I also met 2-3 buyers who had soooo so many customization requests. After 4-5 emails with requests I realized they want in fact custom work (for which on freelancing websites they would have to pay some money) so….

I help them with the basic customization, but then, when they exaggerate with requests, my answer is:

“I’m sorry but the plugin does not have these features. I’ll add them to the improvements list, but it will take some time until they will be implemented. Until then, I strongly advice you to search for custom customization services on Microlancer <link here>, you can find there great customization services for a good price and a great quality. Regards, etc etc”

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