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data-content-selector="#post-878980">serge94 said:</a>
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Holy moly! Congrats nikita, I'm happy for you <span class="smilie smilie--emoji" title="Big Grin :D" data-smilie="8" data-shortname=":D">😀</span><br />
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Quick question: not sure if you've covered this already, but since you have an app on the App Store I'm assuming this is B2C, how do you handle support requests? I currently have about 700 paying customers and inevitably some of them are... how should I put this... difficult. Do you also deal with this?
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Thanks!<br />
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Most support queries for me fall under:<br />
- People who are just offering feedback: I thank them and tell them I've put their suggestion on the roadmap - this usually makes them happy that I replied as most apps don't reply to you.<br />
- People who kindly ask for a subscription cancelation or refund - I point them to Apple, as devs can't do this themselves.<br />
- People who DEMAND a refund RIGHT NOW - I just don't answer. These people usually word their request like "I HATE THIS APP, WHY DID YOU TAKE MY MONEY, GIVE ME A REFUND NOW." While I happily offer help to well worded emails, I'm not dealing with people that are so rude.<br />
- People who leave negative feedback on the app - I thank them for their suggestions. If they're overly rude - again, I don't reply.<br />
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Basically, kindly reply if they're kind enough, and ignore if they're rabid about it. I've placed instructions within my app on how to cancel or request a refund. The way to cancel is very clear in the Settings, it has its own section - and I ask them why they want to cancel so I know the reason and can improve the app. It does get annoying because it takes 2 seconds to Google how to cancel an Apple subscription, and some people claim I'm stealing their money lol.<br />
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You're gonna get difficult customers, unfortunately. But thankfully most are nice.</div>
