If I were you I would simply start fresh with a new design, it would take more time to correct the flaws of this one than to start a new one.
My 2 cents.
In order to have a common pricing for support, it is required that we all have a common base (support platform). We pay for a dedicated helpdesk platform and we pay for our support staff. Another author might provide support through comment section.
How can these 2 have a common pricing? The only common thing is the 30%.
Also, how will envato investigate if I as an author have indeed provided proper support
or not when a buyer files a dispute? You want access to my support platform? You want me to send screenshots of the conversation with the buyer?
Do what you do well, and let authors run their business as we know it works. Personally I do not want to be “forced” to do anything. I play by the rules, I spend a lot of time to build products that meet the approval requirements, I spend a lot of time to keep my products updated, and I feel good when doing so, because it feels reasonable. But this? Not at all.
You have many posts at the envato notes promoting an author lifestyle who “works from wherever he wants and whenever he feels like”. You need to revise them.
John / Team Codestag
Mixed feelings about this one.
It sounds good that something is going to happen to address the unlimited free support we authors provide, but I think it is a poorly implemented solution. Some notes:
Authors are bound to the support pricing that Envato will decideAs an author, I need to have the freedom to set the pricing rules for the support I am offering. I already sell at extremely low prices, now having to adapt to a support pricing model sounds a bit too much.
Having to answer within 72 hours sounds like I am an Envato EmployeeClearly this is not (or it should not be) the case. I am running a business and the terms of the provided services should be decided by me. Do I want to go for vacation for 3 weeks? Do I wish to update my infrastructure and decide that I will postpone Support for 1 week? It should be my right to choose the terms of my supported Services. Support is a service, not a product. The game rules are changing. What if an author is not a team but a sole person? What if he needs to get hospitalized for 1 week? What if he has a family issue and he has no partner to handle support?
30% for what exactly?So, we are paying for our own support platform, and we are paying for support staff. For what exactly should we pay Envato 30%. Unless you provide an integrated support solution, this demand is irrelevant. What if as an author I already provide free support for 6 months and then I already bill my customers for extented support? Then I will need to adjust the pricing, and continue to do what I already do, but this time giving Envato 30%
How are authors protected?We all know the following scenario is going to happen, sooner or later:
- Buyer purchases “premium support”
- Posts at the support desk demanding a customization
- You kindly refuse
- Buyer goes mad cause he already has purchased “premium support”. Threatens for 1 star rating.
- You still refuse
- Buyer becomes angry, rude, and rates 1 star.
In this case, how exactly is the author protected?
- There should be an option to report a Buyer (of course this will will not happen)
- There should be an option to ban the buyer from the support (of course this will not happen without refunding)
- There should be an option to report a rating.
Honestly, I believe that the 30% that Envato will take, will go straight to paying extra staff to handle all the confusion and problems that will arise.
I do not think this is the way to go, really. Eventually all the descent authors who respect their work and time will leave ThemeForest one by one. And the marketplace will be left only with authors that would do anything to satisfy the buyer, even if this means going against their business values. Sorry, no.