Hello Unreal Engine Support,
A few months ago, a buyer left a negative review on one of my assets without a valid reason for requesting a refund. He never directly asked for a refund but simply posted the negative review, citing his dislike of using Discord for support. He didn’t inquire if any other support options were available.
Due to the buyer’s aggressive behavior, I was concerned he might not remove the negative review after receiving a refund. I reached out to Unreal Engine Support to clarify if Epic would remove the review if I issued a refund. Support assured me that after processing the refund, I should report the review, and if the initial report was rejected, I could appeal and the review would be removed since a refund had been issued.
Following this guidance, I refunded the buyer and reported the review. However, the review report was rejected, and my subsequent appeals were also denied. Despite repeating the process multiple times, I continued to receive the same rejection.
I contacted support again to explain that the provided guidance wasn’t working as expected. They informed me that my case would be escalated to a senior team member, but months have passed, and I haven’t heard back from anyone. I attempted to follow up again, both through my original email and a different one, and received the same response about escalating the issue, yet still no resolution or further contact.
I kindly ask that this issue be taken seriously and that I receive a timely and concrete response. Please do not simply escalate the matter to someone who will disregard it.
Here is the link to the asset in question: https://www.unrealengine.com/marketplace/en-US/product/027302c8c84d4ff5855193aae4d82572/reviews
Thank you for your attention to this matter.