We are aware of this situation and are in in contact with the authors concerned.
It’s important to know that we always follow a process when dealing with complaints of this nature. Claims are carefully considered and reviewed prior to items being disabled. In addition to this, we are always keen to work with those involved to ensure everyone get the information they need and we can resolve issue as quickly as possible!
As you know we can’t discuss details of these kind of things in the forums so I’m going to lock this thread and continue working with those concerned.
If anyone has any concerns about this, please contact me via email@example.com.
Your friendly Customer Experience Manager is back again to introduce you to the newest members of the Support team
Meet Argenis (or AJ as most people call him) – he is a Web developer currently located in Venezuela. He is a movies and popcorn enthusiast and has a fan base of almost 6 individuals… dogs and small children count, right? (*pic is not of AJ)
Please welcome Pat – he has spent the last few years working in support at an online record store, dabbling in freelance web development, and playing in punk rock bands. He’s a Melbourne local, and has attached the following image which sums up his interests pretty well.
Make some noise for Richard who has most recently been working as a Customer Support Specialist for a WordPress Calendar Plugin at Time.ly. In addition to his enthusiasm for tech stuff, he is also passionate about other countries and cultures, in particular Poland where he is now based. He’s given us a view of the city centre where he enjoys his favorite pastime; sitting at cafes outside in the sun with a coffee and watching the world go by
And welcome to Briany – who has recently joined as our Support Team Leader! Briany joins us with some great experience as a team leader and working as part of a remote team (which is great for us!). She has dabbled in a bit of web development, loves baking and is a crime fiction fan! Below is a pic of some mini muffins Briany made for the office last week…yum!
Please join me in welcoming these awesome people to the team
There have been a few questions and comments here around somehow providing authors with information about the individuals who may initiate a ‘sales reversal’ (correct me if I’m misunderstanding) .
We are definitely hearing you on this but it needs some discussion before we can understand what the answer is.
As always, your thoughts and discussion is appreciated
Why no-one from Envato confirms whether both the Badge & the Rating is removed from that specific account, and even more, the account is getting disabled (if no reason is given for the reversal?). Also, what measures does Envato takes to protect the authors from further invalid purchases, like banning IP’s and such. Also how can we know why the money got refunded? we must contact support for each and every refund to find out what was the reason?
I can confirm that the the ratings and the ‘purchased’ badge (that shows up in item comments) is removed when these ‘sale reversal’ (sometimes called a chargeback) transaction types occur. This is when the chargeback has already happened.
In the case of a ‘dispute’ (before a chargeback is completed), we are notified by the payment provider and we work to resolve the dispute with the buyer before it progresses any further. We are definitely committed to continuing to work closely on these events so we can prevent as many reversals and disputes as possible.
At this point we don’t have any notifications going to the author as to the reason for the dispute but you raise some good feedback we will talk about what can be done here. For the time being though, yes, please contact Support if you are concerned about a particular transaction on your statement.
Thanks again for the feedback.
@Carlos, It also happened to me yesterday. Interestingly, my item that got this sale reversal is also from Photo Album category.
Hi kinzi21, one of the support guys is going to contact you and follow up on this for you just to make sure you’ve got all the info you need.
We have a change we’d like to make sure everyone is aware of. It’s regarding how we handle reversals on sales coming from the payment provider (e.g. PayPal). When a reversal is issued by PayPal, the money from that transaction never makes it to Envato. In the past when a purchase was reversed by the buyer, we only reversed the purchase on the marketplaces for the larger amounts. Most of the time we paid the author a sale anyway (even though no money made it to Envato). This was because our tool was a completely manual (and super inefficient) one. We’ve now been automating parts of our system around reversals, so we can accurately capture more transactions.
To be clear, the number of reversals that are made is far less than 1%, it’s a very small total number of transactions. However now that we are capturing more reversals in our system, more authors are going to see these pop up very occasionally on their statement.
If you have made a sale and it is then reversed, a line will appear on your statement to notify you. The transaction type is “Sale reversal”.
There are a variety of different reasons a reversal might happen, but two broad groups are the transaction was disputed on the grounds that it was some sort of fraud (i.e. I didn’t buy this, I’ve never heard of this company!), or that the buyer was disputing that they got what they paid for in some way. On the first type, we have an active anti-fraud team and systems in place. On the second, we work on the disputes that are raised, and try to resolve each positively. So while reversals are part of running any sort of business online, we are active and diligent in both monitoring and combating reversals to ensure they are minimised.
If there are any general questions about statements, reversals or similar things please do contact the Support Team. We are alway happy to help!
That’s the coolest pronunciation of “Vegemite” I have ever heard! Great video pezflash!
and I definitely agree with kingdog.. more videos trying Vegemite!!
Big congratulations to pezflash, thank you so much for your contributions to the Marketplace and the community!