Refund if not work with 3rd party app

Discussion started by yaschan

So there is a customer who says that my product doesn't load to Element 3D with materials. It is not one of the formats I listed and I never said anything about the software in the description.

I try to help him to make it work, however I don't have the said software so my hands are tied how much I can do.

Then he says "if this doesn't work I'd like a refund". I understand the frustration but actually this is not problem of my product, because it works as advertised for the listed software.

I would like to hear some advice on how to deal with situation like this. First time ever to happen and I have been here for years.

How does CG Trader deal with refunds in situations like this?


Posted 4 months ago

As far as I know, Element3D works with any OBJ file and materials using TIF or JPG. So as long as your model contains these file formats, there's really no reason it should not work except for end-user incompetence. I've seen it work with relatively large polygon count as well, so there shouldn't be an issue.

Posted 4 months ago

I think in this situation, cgtrader should not refund. If customer wants to buy a model for use in software, which support is not mentioned in description, at least he should contact the seller before purchasement and ask for assistance, otherwise we risk to end up in situations when customer buys a regular model and complains that it can't be 3D-printed, or vice versa - one buys printable model and asks for refund, because the model is not UV mapped.

Posted 4 months ago

Hi there,

Thank you for reaching out.

In situations like this, please redirect the buyer to our support team.

The 3D team will check the model and decide if the buyer is eligible for a refund.

If you have more questions, please write to

Take care,
Agota from CGTrader

Posted 4 months ago

This is unpredictable thing , I'll share with you couple of my expirience so you can get a little clearer picture . Customer bought model from me, after couple of hours he contacted me and said that model is crap and that he want's refund and gave me thumbs down. He contacted support and support refunded him with explanation "does not meet the requierments" So I asked what requierments , no one contacted me and asked for anything , support remain silent after my question. Regarding that model, everything was perfectly clear , polycount, wireframe renders, description etc. It turns out that guy wanted to use my model for subdivision and make highpoly of it wich is not posible and I even stated that in the description of the model "Model is not intended for subdivision". Example number two, guy contacted me with question about my bus model. Question is "does engine gearbox and suspension are modeled" I answered him that those things are not modeled and advise him not to buy if he is in the need for high detailed bus model. He bought it anyway and after that asked for refund this time support didnt refunded him. So anything and everything can happend.

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