565 posts Code is Poetry
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egemenerd
says


And just before purchasing, there may be a warning message like “this author is on vacation now and he/she can’t provide item support till xx.xx.xxxx -> “Ok,I get it” or “cancel”)
Some authors may have dedicated support teams. E.g.we have 3 support ingeneers.

It may be optional… Most of the authors are working alone and when we want to go on holiday, all customers should understand that they can’t get support from the author till he/she comes back. I don’t want to swim with my laptop :D

29 posts
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naarwebz
says



And just before purchasing, there may be a warning message like “this author is on vacation now and he/she can’t provide item support till xx.xx.xxxx -> “Ok,I get it” or “cancel”)
Some authors may have dedicated support teams. E.g.we have 3 support ingeneers.
It may be optional… Most of the authors are working alone and when we want to go on holiday, all customers should understand that they can’t get support from the author till he/she comes back. I don’t want to swim with my laptop :D

Yes you are right, but this is a no win situation. And yes, not double the designers/developers must be able to enjoy their vacation not to swim with their laptops:-)

All the best.

968 posts
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Dream-Theme
says

egemenerd SAYS , And just before purchasing, there may be a warning message like “this author is on vacation now and he/she can’t provide item support till xx.xx.xxxx -> ““Ok,I get it” or “cancel

Exactly

OK I will wait till the author is back (1%) No, I will browse further through 1000s of other beautiful themes and let this guy miss on a sale just because he is on vacation.(99%)

Stay 24/7/366 before your laptops if you wan me to purchase your stuff, bitchz! :D

1172 posts Yes We Can
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CRIK0VA
says

The auto reply option is really needed. Is better for user to know that the author is on holiday, than to think that the message is simply ignored.

446 posts Mad Dog
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mad_dog
says

+1

250 posts
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ait
says

Wouldn’t be also a good idea to be able to rename Comments tab to let’s say “Pre-sale Questions”? Most people have their own support forum and don’t provide support via comments anyway.

968 posts
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Dream-Theme
says

Wouldn’t be also a good idea to be able to rename Comments tab to let’s say “Pre-sale Questions”? Most people have their own support forum and don’t provide support via comments anyway.

+1

446 posts Mad Dog
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mad_dog
says

Wouldn’t be also a good idea to be able to rename Comments tab to let’s say “Pre-sale Questions”? Most people have their own support forum and don’t provide support via comments anyway.

Entirely agree +1

565 posts Code is Poetry
  • Elite Author: Sold more than $75,000 on Envato Market
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egemenerd
says

Wouldn’t be also a good idea to be able to rename Comments tab to let’s say “Pre-sale Questions”? Most people have their own support forum and don’t provide support via comments anyway.

Normally comment field is for “comments”... Buyers should use this field for their thoughts about the items; “I like the item because xxxx” or “I don’t like the item because xxxx”. These comments are helpful for potential buyers. So instead of changing the tab name, I think there may be a warning message at the top of the comments field like “If you need support please go to xxx, this tab is only for buyer experiences and pre-sale questions…”

301 posts
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onioneye
says

We have to keep in mind that many people still handle both support and pre-purchase inquiries via the comments section, so I don’t think that renaming it to “Pre-sale Questions” is the right way to go.

I think that for the rest of us, who provide support via a third-party forum/service, the main problem lies in the poor placement of the support tab, and really bad contrast of the whole “tabbed” area, as depicted in the following screenshot:

You would think that something as important as support would be better represented on the item’s page, as that is the main reason behind many of the theme’s purchases, and one of the features that buyers need/use the most. It’s actually shocking when you think about it more, and very frustrating having to point so many customers in the right direction on a daily basis, when this is clearly a fault in the design of ThemeForest.

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