I understand your rules, but I’d appreciate it if you could also take a look from a creator’s perspective. What I actually meant by mentioning the time was to understand what might be causing this situation. I apologize for the misunderstanding.
I asked because the message shown in the image I shared, combined with how long this has been going on, made me wonder about the reason behind it, since there hasn’t been a clear explanation
As you might have gathered from lots of discussion topics in this forum, itch.io staff seldom communicates the reasons for a delay or decision. Even if they did, I have no way of knowing. That’s why the rules are written that way.
That said, according to many people, average waiting times are now closer to 20-30 days, twice what the site claims.
"itch.io staff seldom communicates the reasons for a delay or decision"
If you are holding the money that people have earned on your site and ignoring time commitments your company has set itself, maybe the reasons for that should be communicated? Because letting people stay in the dark about where their money is for a month, sometimes longer, without any apology or progress update, seems to me like something a serious, trustworthy business does not do.
You're missing that the moderator is a volunteer community moderator who doesn't work for Itch, doesn't receive money from Itch, and doesn't have access to Itch's systems.
In many ways, they don't have more power or information than you or I, so this is NOT their place.
We almost all agree that Itch has a serious communication problem. The few times I've been able to read messages from the staff on Discord, they've always seemed willing to help. My personal feeling is that there are too few of them, and I know that many people aren't interested in that. They're partly right, since when a service is offered and the documentation says something that isn't actually delivered, it's normal for people to get frustrated. But on the other hand, the staff are people, and I always like to treat people well, especially when they do their best to keep the system running.
Reasons for delays are rarely given. When I've read about them, they're usually due to excessive workload. Often, I've read that the problem is a suspected fraudulent transaction, which holds up the entire transfer until it's resolved. A few times, I've seen that the error is due to the user selecting incorrect information, such as requesting "another payment method" instead of PayPal or Payoneer.
