Is there a live chat Technical Support?

I see no reason why you should issue a refund given the circumstances, other than maybe just playing the good guy. I know of cases when people asked for refunds when someone downloads a model with 2 million polys but their computer can't handle such a big model so it doesn't open it :) If you're working in 3D you should at least know the limits of your software before you buy models. That's my 2 cents.
Anyway, if you'd like to play the really really good guy you can just do the conversion you mentioned yourself and give the new files to the buyer. If after that he still wants a refund it means the problem is not the model ...

P.S. Oh an there's the chat at the bottom right corner of the page. They can help you with anything you ask them, during work hours of course.

Hello
I agree with Bodan as the cgt team has some rules regarding refunding issues and her is what they say :

cgt : Firstly, you should contact the seller and ask if it is possible to fix it or help the model to meet your requirements. If situation does not change, you can ask for a refund. If you tried to contact the seller, but did not succeed write to Product support or get in touch with CGTrader team.

Good luck

Hello.
Should you decide to refund your sale, also ask for a written statement (Email) where the buyer declares they destroyed the copies of your product and/or they are not going to use your product in any given commercial project. It is your right to do so, and you should.

"Online - Contact Us" or "Offline - Leave a Message" in the bottom-right corner :)
They are online right now :)

Thanks everyone :D

Yes! The buyer has to understand that he buys! We try to publish as a model. We are each in their program.

Who knows how each program offers certain formats!

1247/5000
Why do I have two models sold, and did not receive in my account the number of my models? this does not start to be as nice as your advertising puts, says easy and direct, sale of the 9th of this month and of the 14th day of this month, $ 56.40, I always have my paypal account on the screen and I have not seen my income, what happens with these people of cgtrader, why is charged, CHARGED !!!!! if I do not have my $ 56.40 .. who has them ?? I expose it here because I believe a lot in the communities that we are in the same field, we are artists, and I understand that I can do something like doing another, now the feeling is sadness and anger, I feel cheated, why do they say it is direct? , several days have passed, and I do not have English in my account, if I do not have it, who has it? of all that amount $ 56.40 is mine, are my models and have been sold, he trusted in this portal, where are my $ 56.40? That is the question, for me and for many, if I do not get a response or the $ 56.40 this will come out in all the places where I have interests and friends, as well as paypal, facebook, youtube, devianart, cgsociety, and a few more of all this history ..

I hope I can have an answer soon as well as my $ 56.40 entered into my associated paypal account

My model is suspended .
I want reason.
I make that model not stolen .
then why suspended that.