What to do when buyer rate theme negative for support and at the same time they create support ticke

Hello Guys,

What to do when buyer rate theme negative for customer support and at the same time create support ticket and do not even wait for support team answer. In short they just rate theme negative for customer support without in touch with support team. They use review wall as support ticket. First give negative rating and then create support ticket.

What to do in this case? This is first time happen that Envato help said rating removal policy do not support to remove rating like this? But How fare is this?? Buyer rate theme negatively for customer support before even in touch with support team??

If buyer first rate theme negative for customer support and then create support ticket then theme will get lots of negative rating. Any answer will be appreciated.

You cannot make everyone happy. There’d be always %1-2 people whose have the same attitude. Just reply/comment the “rate” as what it happened “Please, wait our support team to reply your ticket” and provide the support. After the support, kindly ask to remove the comments/update

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