There is a simple solution for this but since this is not already implemented, I doubt if this is feasible: In the contact form, add a mandatory drop-down that lists all the items of author. Buyer will select the item for which the question is related. Then the email will simply point that item name and the license type if purchased by the buyer. No hassle of 7 day expiry and as well as exactly points about which item the buyer question speaks about – solves 2 issues.
Better example. One interested user contacts you to ask pre-purchase doubts. Time goes by (more than 7 days, oc) and he replies saying he got the file and asking for support.
Same thing happened with me this month. but there was a twist Customer asked me queries by using her Envato account but purchased file after a week through Paypal
Then I asked him for purchase code. Next day she gave me code & I searched through all forum and knowledge base to find if there is any tool available to confirm the code. I didn’t get a single one so I contacted support.
I got reply from support after 2 days saying they want Paypal transaction ID with purchase code. Then again I replied to customer asking Paypal transaction ID and she gave me and I forwarded it to support. Again after 2 days I got message from support ‘Transaction is valid. Customer have purchased your file’. Finally I gave customer updated files. I really appreciate her patience but yes I haven’t ask her to rate my file.