Hi, I am surprised that anyone can write a bad comment to the item unreasonably and the Envato staff is encouraging this. Someone wrote this to my item – [url removed]
‘Whilst the top cart block looks impressive half the functionality is missing. Click log in, nothing happens. Add to cart, item goes in and shows but then disappears on refresh or going to any other page. Click my account, nothing happens. If I log in to back office which logs me in to the front end, the log out button doesn’t work.’
But all that were mentioned above works fine. I reported this to the staff, but it decided that it should be so. I am saddened by the fact that a person’s reputation can be easily damaged.
Instead of replying as you did, you should try to help your customer out. Especially since you say that functionality is there.
Most people don’t read documentations, they just dive in. Also, some people don’t have the knowledge needed to setup a theme – that’s where your docs and guidance comes in.
this is a common “problem” a lot of user give a bad rating or comment if the theme doesn’t work as THEY expect. Instead of starting a flame war you should try to provide some support and ask the user if he set up everything correct. I don’t see any offense in the comment but I see that this user needs help with your theme.
If it does not work then why did you buy it?
First of all, this person doesn’t know the full functionality of the product until they buy it. The live preview doesn’t fully represent what you download (I’ve bought some items here where some of the code in the live preview is completely different to the code in the purchased item)
Second, you should be correcting him in your reply. ‘No actually I have tested this and X works fine, Y works too, please contact me and we can work this out.’ I agree with you that some purchasers are too quick to throw around ‘x, y and z doesn’t work!!’ and if you have enough of these comments it could affect your sales – but you need to correct them as soon as you can and not reply in the way you have on this occasion.
I think it’s likely that this is a real customer. Yeah negative comments are never fun, but you can often turn a negative comment into a positive experience, and when this happens, not only is the original buyer now happy, but future buyers will take notice. Unfortunately your current response will have the opposite effect, and the response is more damaging to sales than the buyer’s original comment in my opinion.
When it works, then You should have nothing to worry about.
Reply to him/her, that everything works and if he/she is having trouble, then he/she can contact You for help.
Your reply to him/her was a bit rude, wasn’t it ? – Reply nicely and open a(nother) support ticket about Your problem. I think staff would be glad to look this situation over again.
PS! ( Delete the link to Your item or else this thread will be closed, because of self-promotion. )
All the best,
Thanks for the answers, guys. Instead of asking why such functionality does not work, the man claims that it does not work. Very intolerant, do not you think? That’s why I told him in that tone. Still, I think it was an unscrupulous competitor. Beware of such people, guys. Sorry, the link to my item can no longer remove, so as to ‘edit’ button doesn’t more exist.
Either way, you can’t have a reply like that. There is a chance that the guy misplaced a js or maybe a css line that breaks the entire thing – here, your mission being to give him a hand to repair it.
As long as you treat him well, you will have a good feeling about it too. No need to get upset over it, that will just eat you from the inside.
You sell products, whether you do online or in real life, you are bound to get negative comments, instead of telling them to f off you should at least support them.
And yes – your reply was extremely unprofessional and ignorant. I won’t be buying from you that’s for sure. Remember: Every comment you make, makes a massive difference. Buyers are not going to pleased if you’re giving responses like that.