Authors with items on ThemeForest and CodeCanyon will be able to choose whether or not they support each item (on an item-by-item basis).Great move, hope this stance will not be changed any time in the future!
I think Envato really came through big time on this. Authors get to keep their freedom, with the chance to make additional money. Sounds pretty sweet to me. And the best part in my opinion are the planned efforts to clarify support expectations.
I don’t really hire freelancers, but I do have experience with “partnerships”, and my advice would be to only get involved deep with people you trust. Not always easy when you don’t really know the person to begin with, but you could task them with some very small jobs to start and then see how they deliver. Then once you’re confident you’ve found the right person, you can feel confident handing them something much bigger.
^ +1 Hogash,
Although Envato made some progress with helping buyers learn about support expectations via the new “Support” tab, they didn’t take it far enough in my opinion. You know that little confirmation alert that says “You are about to purchase xyz, do you want to continue?”. There should have been another alert for non-supported items that says “Support is not included with this item. Would you still like to purchase?”.
And there could be a warning for supported items as well: “Support is included with your item. Click here to learn more about the support this author offers” (with link to item’s “Support” tab).
But let’s face it, making it this simple is bad for business, as it would cut down on impulse buys.
Fabio’s “multiple tickets get answered last” system is a brilliant system, as it gives everyone a chance to have their questions answered, while also preventing the bad apples from monopolizing support. But unfortunately, this system wouldn’t work under the new “72 hour” support policy.
Here’s a breakdown of the typical support question:
1) Basic, reasonable “how to” questions – 20%
2) Hold my hand questions (aka “do it for me”) – 40%
3) Reported bug (aka “please personally research how I botched the implementation”)
And here’s how they apply to the new support system:
1 – Now required with new support
2 – Can be rejected as it’s considered custom work
3 – Once the botched implementation is verified (95% of all cases), can also be considered custom work and therefore rejected.
So in the end, creating a mandatory system that only covers #1 above, and technically excludes #’s 2 and 3, the amount of actual progress made is minimal.
So much amazing talent here! “Hard Reject Monster” my favorite so far. I always wondered what that reviewer looked like
Support for this item is offered here:http://codecanyon.net/item/thumbnail-gallery-wordpress-plugin/294024/support
Most interesting to me is that 36% of TF buyers answered “As many support requests as I need”, and 19% said with “As much time as I need”.
Hopefully when an author chooses to refund the customer their money, the customer will be restricted from posting comments on the author’s item afterward. Because the 36% and 18% above are the customers who usually end up abusing support at some point. So it wouldn’t be fair to try and help someone, then end up issuing a refund, and then after all that, having to endure the customer’s wrath in the item comments
Congrats on the launch Damir and everyone else who helped contribute to the project. Looks amazing!
My point is, once items are gone from TF, existing buyers will have no guarantees. Some authors could be selling all/part of their items elsewhere, others might not. On top of that, updates will have to be distributed manually.
Since some support will be purchased, I wonder if Envato would file for a charge-back in a situation where the support obligation is not fulfilled.
That said, Envato differs pretty greatly from Amazon in terms of the control that each gives their sellers. Amazon, for one, allows its customers to set their own price, making it more of a true marketplace where sellers come to sell their own products and pay Amazon as the third party intermediary.
Yeah this is definitely the major difference. Sellers also have direct access to all customers, as I often get “follow up” emails from the seller after making a purchase.