How to debug a bug mentioned by a plugin buyer?

Questions
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Hello,

A buyer left a review on the only bubble plugin I’m currently selling, and they mentioned that the plugin was not working on mobile. I’ve promptly replied saying that I’d look into it and fix it, in an attempt to reassure them that they would receive proper support.

It’s only later that I could check and tried to reproduce the bug, but from what I’ve tested, the plugin works perfectly fine on mobile. I’ve tested on android firefox/chrome, and iOS firefox/chrome/safari.

So I wanted to ask the client for more information, but it seems it’s not possible to add another response to the review, or even edit my review. Is that correctly or am I missing something?

I’ve also emailed the buyer, but haven’t had a response yet.

So I can think of 2 reasons why the customer left this review:

  • They are using a device on which I have not tested, and it’s indeed not working there
  • Somehow the plugin has been installed on their site and got misconfigured. But without knowing where it was installed, I can’t debug this.

In short, I’d love to offer proper support to my customers, but I’m not yet sure how to make the most of bubble.io toolset to get to the bottom of the problem.

I’d love to hear from other plugin makers how do you deal with this type of situation.

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Often negative reviews on plugins are due to the plugin purchaser not knowing how to use it. If you provided your contact information in the plugin description and the purchaser did not reach out to you directly requesting a fix and has not contacted you after you’ve replied to their review, the purchaser likely has already requested and received a refund from Bubble and has no intention of giving you an opportunity to resolve the issue, if the issue even actually exists.

Reach out to bubble support, ask them to test on mobile to check if there is an issue or not, and likely there is not, so then maybe support could remove the review if it’s making false claims.

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Thanks a lot for your quick reply.

In their defense, the buyer did imply that it is working on desktop, which leads me to assume for now that they’ve installed it properly.

But you’re right, I’ll check with support.