Hello fellow authors,
I hope you’re all doing well. I’m currently facing a challenging situation with a customer and would appreciate some advice on the best way to handle it.
The customer in question purchased one of our products and initially had a negative interaction. It appears they may have attempted a brute force attack on Envato by repeatedly requesting to download the source code, eventually being blocked for 24 hours after 20 failed attempts, which likely increased the load on Envato’s servers. Despite this, we provided them with the codebase via ‘Mega.’
However, when they were unable to download the source code directly from CodeCanyon, they began using abusive language on our WhatsApp support, leading to a restriction of support from us due to inappropriate behavior. Despite multiple apologies from the customer, we maintained our decision under our “no tolerance” policy for abusive language. Nevertheless, as a goodwill gesture, we continued to provide support.
Recently, the customer accused us of not fulfilling a promise to integrate a specific payment gateway, “NowPayments,” which they claimed we agreed to add. Upon reviewing our chat history, I found no evidence of such a promise. The customer later admitted it was a misunderstanding but continued to escalate the situation.
The matter worsened when the customer began instructing us on how they could use apps to falsify messages and threaten us. They also accused us of using a WhatsApp cloning app to forge an image and suspend their customer support, despite the fact that we use a Verified WhatsApp Business account, which has restrictions that prevent such actions.
Given the seriousness of these accusations and the customer’s threatening behavior, I’m uncertain how to proceed. I’m particularly concerned about the potential for further false claims and the impact this could have on our business reputation.
Has anyone else encountered a similar situation? How did you handle it? Should I involve Envato support directly, or is there a way to resolve this amicably without further escalation?
I would greatly appreciate any insights or suggestions from those who have dealt with difficult customers like this.
Thank you in advance for your support and advice!
