Customer satisfaction

I wonder if customer satisfaction is important here. I’m saying that because I bought a wordpress theme and couldn’t find a plugin settings used by that theme. It’s a major problem for me. I contacted the author but no answer for the third day. I feel like I wasted my money. I have a feeling I’ll wait a long time before getting a response. So I wonder if it is normal that I pay for a product but I don’t get answers from support. Support is provided by comments, not by email or a ticket system. I can’t send screenshots to explain my problems. Please tell me what do you think.

Many thanks !!!

Hi, You can contact to envato support. You can open ticket.