Recently we’ve noticed a little bit of a trend on CodeCanyon – one which isn’t very helpful to us or our customers. And no, this isn’t going to be a post maligning some new feature or change of policy.

It’s just this: We’ve noticed that fewer people are asking for help. Instead, they’re diving straight in to rate plugins “1 star” and/or posting comments asking for refunds (the latter is less of a problem). While I fully appreciate how frustrating it can be when something doesn’t work, the plugins in question have often sold hundreds (if not thousands) of copies and have good ratings already.

There are many factors which can cause a WordPress plugin to misbehave – and an actual fault is only one of them. It could be a clash with (or a bug in) your theme, or a conflict with another plugin, for example. We provide full support to our customers for this very reason – even if we test each item to the best of our abilities, there are still going to be problems and when there are, we want to help.

But the crux is – if you don’t ask for help, we can’t help you. When you rate a plugin, it’s anonymous. So if you leave a bad rating, telling us something didn’t work, all we can do is feel frustrated that we couldn’t help you. Commenting right away asking for a refund is also a little pointless (partly because Envato themselves control all refunds – we can’t issue them) and we’d much rather you just got in touch via the comments, or the PluginHero support forum, so that we can get you up and running.

PS. We really do care about support, but we also work UK Office Hours, 9am to 5pm (more or less). So there might be a short wait if you hit a snag outside those hours. It doesn’t mean we don’t care, but even awesome plugin authors need to sleep and eat! :)