I don’t agree. Not to do a trial here but the buyer started really wrong the conversation.
Quote: “Do you offer the money back, or do I get screwed on this?” This implies this marketplace, the staff who reviewed the item and the author, have as main goal in life to scam the buyers. This is insulting and for who is new here is absolutely not the truth.
The authors and staff work hard to ensure the items here are high quality and that the items works as advertised.
At this point cyzer offered free support and ignored the tone. So saying that cyzer reacted wrong on this is not fair.
Also, since he is alone with the buyer and is hard to get envato staff involved in this, the fact that lost his calm and start arguing with the buyer later, while wrong, is excusable. Yes, this second part of the conversation was a mistake because he just told the truth, a fact that is very bad in business unfortunately.Best option in my opinion is to redirect the customer to the envato support center at first indication of uncivilized behavior. Since any type of contact with buyers is not required if I get involved in helping buyers, which I do, I pretend and demand to be treated with the same respect I treat envato customers.
In my opinion, it doesn’t matter what the customer said, it’s the author’s responsibility to remain professional at all times, regardless of the situation. But authors can represent their business and reputation any way they wish