I would assume their maybe is another reason for this occurring. I have bought items from the store that didn't appear to be working correctly. Upon contacting the artist, It was explained to me what I was doing wrong. Following their advice the problem disappeared. I think the marketplace is trying to alleviate someone making harsh remarks about a product without letting the artist attempt to resolve the problem first. Everyone I've ever bought from has bent over backwards to make me happy. Even when I was doing something incredibly stupid.