Don’t waste your time on wrong customers. The support policy is straight forward, it says what you need to do, and that’s basically replying to their questions. They cannot ask you to do something instead of them or in their behalf, like login to my website and fix things. Just say it’s not under policy. If they leave an idiotic review, remove it, if they leave it again, remove it again and eventually they will be banned from making a review. And yes, focus on the good things, don’t let idiots bother you.
Here’s how we do support. Our private website is our private website and if we let them in they can talk to our support. By default, and publically we do support in the item comments as stated here Support for Product Filter for WooCommerce | CodeCanyon
So, as long as you’re replying questions in the item comments section to your customers you’re pretty much legal. Keep your private area private, let anyone in, but ban them whenever they break the rules that you operate on and make them ask for support in public in front of everyone. For now it has proven to be an effective way of handling “the bad guys”.
Don’t log to their website EVER. Always record a video which options should be switched or what should be done, your responsibility ends there.