Envato can only removed rating based on review comment so sending email conversation, tickets screenshots etc. to prove the case won’t help anything. It just wasting time contacting Envato support for this.
In this ticket. I sent them a screenshot of tickets which prove that customer made change on core code and causes the issue and insist that we have to fix it. We tried to explain to customer that we can’t support on heavy custom modification changes. We can help re installing theme to see if it fixes the issue.
So customer asked for refund but he asked for refund of $2,000 for product he bought at $59 because he said he paid $600 for custom changes and we are wasting their time for 80 man hours so he want us to pay that for him as well. Of course, We sent email screenshot of this to Envato support but it doesn’t help anything.
I guess we might have just to live with it or find other alternative market so your sales don’t depend only on Envato market.
Again it’s concluded that new system is giving more power to buyer and less protect to author.