I have one buyer who purchased one of my script almost 1 year back.
he is started so many comments & I replied many time that ask to our support desk (site link removed by moderator) but he don’t want to do it then I told him to email us at (email removed by moderator) he said he emailed Thousands time but we never replied so I show them proof that (In screenshot) he only did 4 email almost 1 year ago & all emails already replied (He flagged my comment)
Buyer name “sweetmobile”
I was ready to help them but he don’t to understand so I decided that now I’ll not provide support him because his Item support expired.
He renewed Item support as well but still he forced me to provide instant support
Please help me they did so many comments & it’ll effect my profile.
Even if you’re free, don’t reply the messages ( comments, etc ) right away - just wait up to 6-8 hours. Rapid reply is not always good and you’re having the issues now because of that - buyer may think that you have time to respond their “questions” and question why you’re replying the comments but not providing the support.
Just point out that you’d be responding as soon as possible, after the working days started.
Edit: I just checked the comments “Why don’t you help your customers instead of flagging their comment?!”
You have to avoid being drawn into arguments on the comments section of your own product by this user. What is this user actually complaining about? Apart from seeming to indicate you are not responding to emails.
If you get a buyer that is causing these sorts of issues, then you need to to respond politely but firmly.
EXAMPLE - the user wrote:
“You know it’s your fault thats why you don’t want any potential customers to see how you are dealing with your paid customers, also it’s not about weekend I’ve send multiple messages since last year no answer at all you always saying it’s weekend!”
Your reply to that should have been:
"We’re sorry you feel that way. Comments from buyers (or sellers) can be flagged by either party, or anyone reading them. Support is provided during working days and hours as outlined on our website. We aim to respond promptly to enquiries, but if those enquiries are sent at weekends, or times when our support team are offline, then response times will vary.
We certainly do not look for excuses not to help customers, and this is reflected positively in our sales and other comments made by satisfied buyers.
Thanks this is helpful to me & I’ll surely consider your suggestion from now.
But as you can see I have mentioned many times that my support team will answer your question by email during working hours but he doesn’t want to understand this they just wish to support you within a few seconds.
Today he just starting the same things again & again
He is not finding a way how to activate the account (Email verification) to create a support ticket
Every one of my buyers is able to open a support ticket why only he is not?
Anyway please someone help me to remove all those comments made by this buyer?
Please help it’s affecting my sales.
we already replied on there support ticket & still, he don’t want to wait. as you can see in last comments
Contact Envato support. Removing the comments is not a permanent solution as at some points, it’s gonna make the buyer angrier. This is the issue that you need to solve with the buyer, offer refund if you’re unable to find one.
