it is understandable that you are upset when not receiving support right away but keep in mind that support is not mandatory on ThemeForest. Envato wants to change that but even suggested a 72 hours reply time because it might be simply impossible for authors to reply to the many requests they get each day within a shorter time frame. I had a look at the authors page – did you see the Support tab on the top of the item’s page? It guides you to their support ticket system http://joinwebs.ticksy.com/ I guess that’s where you need to try.
Hope that helps
Hey guys. I’ll be completely upfront with you, no one likes it when we have to soft disable a file. It certainly doesn’t benefit you, the buyer, or even us. And we’re very aware of the impact it has when an item needs to be taken down for repairs. The Review Team will always approach each occasion with common sense to that we can avoid or minimize the pain as much as we can.
It simply not true. Maybe YOU act like this when you do soft-disables, but for us it’s clear that a person who disabled our theme twice didn’t think that the item is in the top list for this week and the problem is ridiculously minor to “punish” my team like that. We developed the theme for 8 months and can loose all the traction in a week because of it. As a person who pay salaries to my support team and developer, I can’t rely on “common sense” here because it tell me to find a better place to sell my product.What many authors in this thread wants is not to rely on the reviewer’s “personal sense” or their judgement, but have a common rule like: If the issues with the item isn’t a security problem then you obliged to send author a notice to fix it in 72 hours and only then disable the theme.
Totally agree: there must be solid rules that authors and reviewers can trust. 72 hours for not security related issues seems fair and balanced.
We had the same thing happen to us before: one of our top selling items was soft disabled for some small thing I can’t even remember. I told support that this is a super ignorant move – not even warning us before or give us time to fix the issue or something Instead they disabled a theme that earns us money. More over I was on holiday that time and had to manage the fix. Happy I even found out about it quick enough.
In general I totally understand the idea behind it and I actually think it is a good think if it helps to improve the overall quality of items on the marketplace. I have the feeling though that sometimes envato forgets that people are living from what they are doing here and that they need trust in envato to sleep at night.
Now it affects all users as well, great… If I am the seller, why do I have to pay VAT for people for which my country charges no VAT for. My country does not have a specific VAT for selling people in EU.
Even if your business is located outside of EU, this doesn’t mean that you don’t need to pay VAT for EU customers.
As long as you want to sell services to EU customers (individual clients), after January 1, 2015 you will have to pay VAT in the country where customer is located. (or register to “mini one-stop shop” – MOSS – to pay VAT in one place).http://ec.europa.eu/taxation_customs/taxation/vat/how_vat_works/telecom/index_en.htm
No, I pay sales VAT in my country, and its not specific to EU.European laws do not apply in my country, nor they have any jurisdiction. If my country says I don’t have to pay taxes, I won’t. Clear as that.
I am afraid you do – the European Union is free to decide how it handles purchases within its territory, so if you want to sell within the EU you need to comply with its laws. It is the same way the U.S. does it.
The only problem here is, that envato states (in the TOS) that, we sell directly to buyers, which isn’t true and it never was.
But then again in their terms and conditions they say that people get Envato Credits for their money which they can later use to buy themes on the marketplace. Shouldn’t they already have added the VAT there?
it would be great to have an answer about the questions whether we need to pay taxes for past transactions. As I saw it: in your terms and conditions it is said that people buying on the marketplace deposit money in Envato dollars. They can then use these Envato Credits to purchase items on the marketplace: “13. Envato credits: When you deposit money into your Envato Market account it is converted by your financial institution from your currency to US Dollars. We then convert those US Dollars to Envato credits. Envato credits are the virtual currency on Envato Market and one (1) Envato Credit is equal to one (1) US Dollar.”
The way Envato works I also cannot give my clients a receipt for their purchase. I don’t know who they are and where they are from. To add to the complexity – at least in Germany we would be examined from VAT under a certain amount of money per year but needed to state that on the receipt for the buyer.
Ok here is some more detailed feedback:
In order to find a good balance between working regular jobs and doing ThemeForest we started to develop smaller templates with unique designs but less features. The problem is that many users ask for feature implementation they find “standard” in themes these days. That is in our experience:
-theme is WooCommerce compatible - translation ready - works with gravity form - new: has custom visual composer styling even though the plugin is not included (someone gave us a one star rating yesterday because of that)
These customers ask us to “fix” these “problems” even though we never advertised our themes to include these features.
I would also suggest a wording that makes very clear what customization means and where to get help. For example: “If you want design changes or make the theme work with a plugin not advertised on the items description page please consult a coder at envato studio for help.”
Also I would suggest to implement a notice for buyers when rating an item that the rating should not include support experience beyond the guidelines.
Finally I would like to know if envato plans somehow to enforce these rules on authors. Because if topsellers continue giving premium support with dedicated support staff and all that nothing will really change bc customers will continue expecting this kind of support for all items they buy on the marketplace.
Last but not least: as far as I understand the laws in my country / EU the things that you include under support are mandatory for sellers anyways. I would think that in Australia as well consumer protection laws guarantee buyers support if an item they bought doesn’t work as advertised or has bugs etc. having that said: a tricky customer would argue that he doesn’t have to pay for that support anyways right? Or does this consumer right only lasts 6 months in Australia?
I don’t get “Answering questions about the item’s included features and functionality”. I think that’s pre-sale support anyway, right? At least from the wording it isn’t clear to me what else it would include.
“Fixes for bugs and reported issues with the item” – of course we do that. What do buyers buy support for then? I mean you will also get bugs fixed etc. when the author uploads an update right? As a buyer I would just screw the author by telling in the comments how bad the item is because it has bug A, B and C so the author will know about the bug and fix it.
Again “Updates to ensure ongoing compatibility and patch security vulnerabilities” doesn’t make sense for me from a buyers perspective. Why pay for support when you get the update for this anyways after purchasing the item?
What is not included in support “There can be a fine line between support and customisation, but support does not include any services that modify or extend the item beyond the original features, style and functionality advertised on the item page.”
Well, this is actually the only support worth paying for, right?
The guidelines are a good read when you first see them but think about it for a minute: The “What is expected from author of supported themes” section includes no real support questions. So when someone in my comments say there is a bug in a theme I answer I will not fix it because he didn’t buy a support package haha
There is such a thing as too cheap and you’re pricing model does not incentive theme providers to support and develop their theme, instead they’re incentivised to develop a new theme and abandon the old theme.
This seems off thread, but is true. The current model (at least in Themeforest) is develop many items, even when we (as authors) take care of old items providing key updates, the cheap prices and low sales make authors to develop new stuff instead of improve as much as possible the templates/themes we already have.Themeforest seems is focused in quantity of themes, not in quality. That is a problem we should tackle as community at some point in near future.
I have the same problem! When a buyer asks for a years old item to add this or that or make it work with this and that I can only respond that we cannot do it if the item doesn’t sell anymore. I’d rather have less items and use the time to give better support and and create more updates.
digitalscience said12 months support and updates with chance to renew for a cheaper than original item price fee.
Envato is proposing:
6 month support Unlimited free updates
Some of us are proposing:
12 month support 12 month free updates
Which sounds better for authors?
With chance some potential buyers and also more advised (professional) buyers should take a look at some of your themes comments… Releases dates and…... updates dates / changelog!
I always do that just in case before buying a theme and not only search the sales, ratings, I also search “key words” in the comments… and see the all portfolio…The more this discussion goes on, the more this makes no sense…
Thanks for the constructive feedback