I’m an author on CodeCanyon and I often have customers replying that they are amazed by the support I offer. I don’t say this to brag or anything, I say this because to be honest I find this quite disconcerting. It indicates to me they have almost zero support expectations.
I’m not doing anything crazy at all (at least I think), I mostly reply within a business day (maybe two), and try to help customers along to the best of my abilities, I send a code snippet if needed, and if a product purchase is made in error or the product does not work in the setting the customer wants to use it in I often reimburse the purchase.
If customers expect terrible support, that makes me wonder how that expectation would impact sales figures. So, what are your experiences with support? Do you as a customer feel hesitant to purchase on CodeCanyon? If so, how can I, as an author, assure you on my product pages that you are in good hands?