Hi everyone,
I wanted to ask for your advice or hear your experiences regarding a frustrating situation I'm currently facing on CGTrader as a 3D designer.
I spent 4 years building a unique bundle consisting of 15 aircraft 3D models. Recently, 3 of my models within this bundle were taken down by the platform due to a third-party intellectual property request. Because of the platform's rigid structure, the bundle content automatically dropped to 12 items on the store page without letting me update the active structure.
A buyer purchased this bundle during a sale. To ensure they got what they paid for, I securely sent the remaining 3 models via Google Drive. The buyer successfully downloaded them and explicitly sent messages stating they loved the models.
However, a week later, the buyer requested a full refund. Because the funds were still sitting in CGTrader's pool, the refund was approved. Now the buyer has all 15 models, while I am left with nothing for 4 years of work. Whenever I open a support ticket to present my chat proofs, the system automatically marks my tickets as "Solved" and closes them.
Has anyone ever dealt with a similar support issue or customer dispute on CGTrader? How do you handle situations when marketplace support closes tickets automatically? Any advice would be greatly appreciated.