Buyer support
Buyers get help from two places:
- AppsXi handles purchases and payments, downloads, refunds and license keys. Send buyers with those questions to appsxi.com/help.
- You answer questions about how your app works: settings, bugs, crashes and feature requests.
Support email
Your support email is shown on your listings and your developer page. You need one before a paid app can go live or be bought: without it your account stays a Verified Developer instead of a Verified Seller, and checkout says you are not set up to sell yet. Free apps can go live without one.
Add or change it under Developer → Profile. While you sell paid apps you can change it, but not remove it.
The support inbox
Signed-in buyers can write to you from your app's page ("Contact the developer") or from their library. They can ask before they buy, too. Their messages arrive under Developer → Support:
- Waiting on you: the buyer wrote last.
- Replied: you wrote last; the buyer may answer.
- Closed: closed by you or the buyer. Closed conversations take no more replies; the buyer can start a new one.
You see the buyer's name and whether they own or are trying the app, never their email address. The account owner and team members with the developer role can reply; the finance role can read. AppsXi emails the account owner when a buyer writes (at most once every 10 minutes per conversation), and emails the buyer when you reply.
A buyer can have one open conversation per app and can start up to 5 a day.
Reply times
Each conversation records how long your first reply took. Reply within 3 business days (Monday to Friday, Pacific time).
- Closing a conversation without replying does not count as a reply: it counts as unanswered, with the time up to when you closed it.
- A conversation the buyer closes before you reply does not count at all.
Your public developer page
Your page at /developers/<your-slug> shows a few facts, each only when there is enough behind it:
| Shown | When |
|---|---|
| Median first reply time, last 90 days | From 5 conversations |
| Last update and releases in the last 6 months | Always (approved stable releases) |
| Refund rate band: under 2%, 2% to 5%, or over 5% of orders, last 6 months | From 20 orders |
| Years on AppsXi | Always |
Trusted Publisher
Trusted Publisher also needs a median first reply within 3 business days over the last 180 days, counted once you have 5 conversations in that time. It is checked every day; an automatic badge is removed when your replies get slower than that, and comes back when they are quicker again.