Does Buyer can give us bad rating if we not agree for custom support

Hi, mate I read this Rating or Review Removal Policy

I need to clear that when a buyer ask for a feature which is not present in the template and we clear him that its a customization. As a result, he gives us bad rating. After open a support ticket Envato Support Officer says that it has not violated any of our community guidelines.

So, as an author what we can do If buyer ask for customization. And we have possibilities for bad ratings.