Seller never responds to support requests

Distribution UE Marketplace
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1

i bought a package from the marketplace, The asset does not properly support UE5, as it does not even align with the UE5 skeleton, which includes additional bones,I have made multiple attempts to contact the publisher for support through various means, including email, their YouTube channel, and even through ArtStation, but I have received no response, so I filled request a refund
They Reply:

Blockquote

//“” Thank you for contacting Unreal Engine Marketplace Support.

We understand your concern. However, please note our policy states that refunds can only be issued if the product does not function as advertised. We encourage you to contact the seller directly, as any exceptions to this policy are at their discretion. Please find the seller’s contact information below.

[email)

If the seller chooses to approve a refund, they can contact us at marketplace-support@unrealengine.com and we will be glad to process it.“” //

The seller never responds, they can try to communicate with him and he will never responds,This is the first time I have asked for a refund, Read the market policies and they say: “if publisher isn’t responding to requests for support, we’ll gather all the information we can and contact the publisher directly” - they never did

2

Did you ever get this resolved? I’m also considering buying something that had a comment from another buyer that it doesn’t properly work with the UE skeleton (maybe it was you lol), but the seller hasn’t responded and I’m nervous the fab staff won’t help. This was awhile ago so probably pre-fab transition - staff seems especially absent lately since the transition.

3

NEVER!!
Be careful they never give you your money back! They will give you a thousand excuses even if your case meets the refund criteria they don’t care at all

4

Dang, thanks for the reply. I wonder if 3rd party sites like cgtrader are any better. 3D model Knight Errant 2 VR / AR / low-poly | CGTrader

5

I Still recommend buying the package from the Fab store (epic games), because it is compatible with the engine, wait for the discount period and buy it and keep in mind that a refund is almost impossible.