I had a customer write me about an issue he was having with one of my animations yesterday. I sent a response email and asked for an email address from him so I could download changes to models if I needed to. I woke up this morning and found he gave me a negative review and that my message never got through to him. I tried sending him another email and it didn't go through either. To clarify I am not trying to send any personal contact information in my email now, nor did I enter any contact details yesterday, merely suggested the customer let me know an email where I can send an updated file to if I needed to. Below when I tried to send it I got this response
"
It is not allowed to enter contact details in CGTrader conversations due
to many fraud complaints and misunderstandings that occur while
communicating or making purchases outside of the website. Both designer
and customer are notified about new messages received on CGTrader by
registered email. If you have any issues with communication please
contact our support"
So I contacted support a few hours ago and have heard nothing back. I am in panic right now for two reasons. Am I banned from sending support messages to customers now because I apparently broke some rule? I have used outside email with customers in the past to send them files or send them link where they could download a needed file without a problem in the past. I didn't know this was against the rules and I apologize if I did anything I wasn't supposed to. It was just to help customers with their problems.
I am also in panic because a negative rating, I obviously don't want to
have a bad reputation for not helping customers. I am also down from
100% to a 92% response rate and my average response time is getting
longer the longer I cannot contact this customer, if I ever can.
I am also down from 100% to a 92% response rate and my average response time is getting longer the longer I cannot contact this customer. Please help.
Hi there,
Sorry for the inconvenience this caused you. The system is constantly being updated so we can avoid misunderstandings such as this.
To give you a little helping hand here, one way to go avoid offering contact details would be to embed the updated file and contact the designer to let him know he could download it again.
Regards,
Eddie, CGTrader
Hi, thanks for your reply. The system still will not let me send any emails to him, regardless if they have any contact information or not. It keeps giving me the same message. Is there a way you can override whatever is happening so I can contact them and get this sorted out? Otherwise they wil think I never tried to help them, I will no longer have 100% response rate and no chance of turning that negative rating in to a positive or neutral one if I can help this person, thanks.
I really need help with this, I am afraid it is going to ruin my business here if I cannot communicate at all with customers. Please understand right now I cannot communicate with this customer at all, regardless of the content of the message I am sending.
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