We Need To Know

^ If the buyer not even commented, don’t bother even helping. Just ask them to contact item author.

Too much of “if” conditions. So here is another else:

If they already contacted original author through profile but not through comment, ask them to make a comment. But probably this will result the original author getting a negative comment, personally I wont recommend this step

What if they didn’t comment?

Then they didn’t make a large enough effort to seek support through the proper channels.

The first response should always be: “did you contact the author?”. If they say yes, research the comments. If there is no comment, ask how long ago they emailed the author. If the buyer says less than 2 days, tell them to be patient. If longer, suggest they post their question in the comments.

Likewise, if there is a history of comments, read them. If the author made an attempt to help, acknowledge this, and suggest that the buyer continue to seek support through the proper channels. If the buyer’s comment was unanswered, suggest that they send the author an email.

There are two factors at play in these situations. One is that a buyer’s best possible support will usually come from the author. For example, maybe it’s something that sounds easy and would take 30 minutes for an outsider to research. But maybe the author has already answered the question 5 times in the comments.

The second factor is the big one: Support your fellow author! If a buyer comes to the forums without seeking proper support from the author first, and you decide to help, you’re undermining the hard work of a fellow author. Yes these are “Envato’s customers”, but they’re the author’s customers as well. And most of us work way too hard to have people underminding our support in the forums. And since support also often leads to freelance opportunities, you’re essentially severing an opportunity the author has worked hard to earn.

In short, the only time a customer should recieve tech support in the forums is when the customer has contacted the author, and through a little research, it’s clear the author has abandoned support for his/her items.

Alright guys, got it. Thanks.

dorde said

LandonWilson said
Just ask the customer for their purchase code and look it up via the API .

How? I would really like to know how…

You need to check the Envato API , it has an option for that. But you need to code it yourself. I will create one later this month, I can share it with you if you want. http://marketplace.envato.com/api/documentation

Oh yeah! I want it!
Thanks in advance. I’m very bad coder :/
Maybe you can sell that stuff on codecanyon?

dorde said
Oh yeah! I want it!
Thanks in advance. I’m very bad coder :/
Maybe you can sell that stuff on codecanyon?

Nah, not worth selling

Realized my mistake.

Thanks rabidflash, I missed that thread.

This just happened to me today.
A guy with “zero” purchasing asking for support.
And saying that it’s not working.