[kebman]

I think in terms of official correspondence, I don't think it's a good idea to ask criminals why they did a certain thing, ref the reply to the scammer about his access being revoked. Yes, it might feel good to berate him and ask "Why did you do that?" But what if he answers? Would you really entertain valuable business time arguing with a fraudster?

In general, I also think it's a bad idea to entertain feature requests, unless the person is showing willingness to pay hourly for that extra bespoke service. I personally prepare for eventualities like that, so I can answer in a polite and productive way. "No, sorry we don't offer that feature, but if you want to enter the Bespoke Service Subscription for $10000 a month, then I can do everything you wish and mow your lawn!"

[authorfly]

In payment disputes bank dispute resolution often requires a response of any kind from the customer to consider rejecting the dispute. In addition, the submitted forms/disputes often have nonsensical or no information on why the dispute occurred so you truly have no background. Lastly, disputes can be initiated by people without emails or just different emails so you have no chance to connect it to relevant support cases.

That's why he's curtly asking why the dispute was raised - yes in part to pressure the guy directly on his BS knowing he responds, but also because you need any kind of response to win disputes.

[hermitcrab]

>In general, I also think it's a bad idea to entertain feature requests

A lot of the best features in my products originate with feature requests from customers.

[kebman]

Yes, in bulk. If 100 people all mention essentially the same feature, it might be worthwhile. If just one person does it? Well, if it highlights something you never thought about, it can ofc be valuable, but it's not something I'd spend a lot of time on - especially if it's just adding to the overall feature creep.