Something that’s resurfaced given we are now in charge of our own screenshot placement is the 1 MB restriction. This severely reduces the quality of my images, which isn’t exactly great for promoting. What’s surprising is that Epic’s own products (Infinity Blade for example) have screenshots that are around 4 MB PNGs. It’s only fair that we be allowed to promote out work without reduced quality as well, especially those of us who are creating products that are centered around visuals. At the very least let us link to images externally so that we can use high quality pictures.
I looked into this and here’s what I can share:
We don’t issue refunds just because the current seller listing is not up to date with the engine version. We are going out of our way to also double check to see if a seller has an update in the queue when reviewing a refund request. If a seller were to list something as compatible with 4.17 and it is not, that would be considered an inaccurate posting and the buyer would be eligible for a refund.
When a buyer requests a refund, we do contact the seller. If there is an error on the seller’s part, we give them two days to correct it. If it’s buyer’s remorse, the seller makes the choice of if they want to grant a refund. If it’s considered an inaccurate listing or credit card fraud, we will process the refund. In all cases, our process is that notify the seller. If there’s a specific situation where this communication didn’t happen, I’d like to know more. You can let us know privately at [EMAIL=“marketplace-support@unrealengine.com”]marketplace-support@unrealengine.com
Thanks,
Josh
I appreciate the suggestion, but we’re not going to share that level of information with users. However, in the future we can consider something like Maximum-Dev suggests, which could reflect the position in the queue or expected wait time. That’s not something we are going to tackle right now due to the various other initiatives we’re taking to address the backlog and seller experience, but it could be something we explore when things get to a healthier spot.
Josh
Hi Josh,
Would you be able to check the status of my ticket? I sent an email 2 weeks ago, but still have not received a response. I’m getting worried that my submission has gotten lost. I can send you the ticket numbers if you need them.
Thank you!
Thanks for getting back to us on this.
So the the time frame has been changed then? The site has three days to respond to attempt to resolve the issue, but you’re saying 2 days to fix? If so the terms should probably be updated to reflect that. Thanks again for following up.
Hi Josh,
Featured content on the front page haven’t changed for a long time, promoting select few people for months and ignoring others.
https://forums.unrealengine.com/unreal-engine/marketplace/creators-hub/1342759-featured-packs-on-home-page-not-updating
Please have a read through the Content Creator’s as there are many issues there that aren’t brought up here.
Thanks.
I can confirm that your ticket is in the queue. I don’t see a record of an email from you in the last two weeks. How are you contacting us?
Thank you for checking up. I sent an email August 24th to ticket 46175 (the marketplace ticket), but it looks like only ticket 129605 was updated. 129605 doesn’t look like a marketplace ticket, but a normal support ticket.
Can you point me to where you’re seeing 3 days?
Sure, here you go - https://publish.unrealengine.com/v2/faq
This is the excerpt:
**What time frame do I have when requesting a refund? **
You have 10 calendar days from the date of the initial purchase to contact Epic and request a refund. If you have contacted us with a technical issue, we will contact the seller to give them the opportunity to fix it. The seller will be given three days to respond to attempt to resolve the issue. If the issue hasn’t been resolved to your satisfaction, then we will issue the refund
What counts as a ‘technical’ issue, btw? I’ve never been contacted but have had several refunds issued in the past.
“Landscape is floating in the air”… I can’t remember how many refunds we had because of that.
It’s best to let sellers deal with refund requests and leave a channel open for buyer to contact epic if they felt seller isn’t addressing their request properly. That will also free up some time on staff side.
Thanks. I’m investigating the discrepancy and will follow up.
Thanks for bringing this up. It seems that it was a communication error on our end, and 3 days is the amount of time we give sellers to resolve the issue. I’ve made sure that this is being messaged to the team, so we should be consistent in the future. One of the things we’re currently doing is reviewing our process to make sure we’re in sync with the guidelines and information we’ve shared with the Marketplace community.
My apologies for the miscommunication,
Josh
How about an explanation in regards to why ticket #127404 is taking half a year (literally) to get approved?
I’m sorry you’ve been waiting, but I’m not going to discuss individual cases. We are following through on the steps I wrote about earlier, and I hope our sellers and their customers start to feel an impact very soon.
Which is the right thing to do IMO. If you start that now, every seller will try to contact you about the status of the ticket, and we have chaos soon again.
And it should be also clear from my POV that its not like “Hey, Josh is here, now everything is resolved immediately”, but cleaning up after some mess takes a bit.
Just to say thank you, the item i’ve been waiting for has been updated, have fun 
No worries, thanks for clearing that up. =)
Yeah, I feel bad for bombarding the new marketplace staff on the forums, and of course I got an email today from a marketplace place staff member about my ticket still being in queue and is still being review, and what to do once the review process is completed. So don’t fret, people, they are looking into your tickets / submissions.